MOHELA

My daughter applied for a student loan refinance with ***. We found out later Mohela serviced the loan, this was not disclosed at the time. We applied in July and she was about to go back to school full time to begin a graduate degree program at an accredited university. *** agents on multiple occasions told us the loan would qualify for full deferment, including interest, once she began the full time program in the fall and completed the deferment form. Since she didn't start for 2 months, she completed paperwork without the deferment. That form had a clause saying interest would be due during deferment, but the agent said that's because the program hadn't begun. In the fall, my daughter completed the deferment paperwork. In January, we received notification from Mohela that interest was due. I called them and was told that is what we agreed to with ***. So I called *** and their agent told me that the loan should have full deferment including deferment of interest. This agent confirmed the answer with their supervisor. Then I called Mohela back and shared this information. They disagreed so together Mohela and I called *** to ask the same question. Once again, *** told me (with the Mohela agent listening) that we qualified for full deferment. The Mohela agent asked for the supervisor to confirm which she did. I stayed on the line with Mohela and was passed to another level of management. This man told me he'd not had this answer before and had to research it but would call me back that day. He never called. Later I received an email from a *** manager to set up a meeting. I emailed back with a different time, and then emailed for 2 more business days but they were out of the office. So I called Mohela again and was told we still owed the interest, and they transferred me to ***. At *** this time I was passed to a supervisor or 2 levels up and told their agents all had misinformed me and that I needed to pay the interest despite multiple agents of the company telling me the exact opposite.

I submitted an application for the *** on January 31,2022. I uploaded my past and current employer. My current employer wasn't coming up under the database online, so I had to enter my current employer manually. I have been employed with a governmental organization since March. I was told that I needed to provide documentation from my current employer stating that they are a governmental organization and that they are tax exempt. I provided this information in February 2022. My student loans were transferred from Navient to Mohela and I have been given the run around every since. I have been constantly calling Mohela and have been placed on hold for hours before being able to speak with a representative. After finally being able to speak to a rep, I was told back in May that my current employer had been verified as being a eligible employer, but after receiving my letter from Mohela it stated that I am eligible for 111 payments but I have only been approved 7 payments and that 104 payments need employment certification. So, I contacted Mohela again after receiving my letter and told the rep that I was told back in May 2022 that my employer had been verified as a governmental agency. I was told by the rep that it had not been verified and that it is still being processed and it can take up to 90 days. I called back in October 2022 and was still told the same thing. I called back today, 1/1/2023 and I was told by the rep that it's still being processed and that it takes 90 business days. At this point I'm irritated because you have to listen to a million prompts before even being transferred to the department you're needing. Then you have to wait on hold for hours before getting a rep on the phone. So, I finally had a lady to pick up today and after she told me that it was still being processed, I demanded to speak with a supervisor because I wanted to make a complaint because I feel like my case is not being handled seriously and that I'm being given the run around. She placed me on hold for a while and finally came back to the phone and said that she was transferring me over to her supervisor. That was over an hour and seven minutes ago and I'm still on hold waiting for a supervisor to pick up. This is absolutely ridiculous! No one should have to file a complaint in order to be taken serious. I have about 5 coworkers who have been told the same thing that I have been told. It should not take this long to verify an employer. It has been almost a whole year. I feel that all governmental organizations should be updated in the student loans.gov database so no one have to go through this and wait this long. At this point I should be close to having 120 eligible payments in order for my students loans to be forgiven. My Mohela account number is ***.

In October I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. 11/24 I got word that my loans were consolidated. 11/29, I resubmitted my PSFL application with my direct loans as I was told I needed to do. 12/13 I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called ***- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the "top of the que". I was so frustrated because I had lost months. 4/13/2022 I was told that my payment count was 119. I dont know how they count them but whatever... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. 6/3/2022 I got notification that my payment count was now 118. No idea how it actually decreased 2 months later. In between my notifications I would call 1 time a week on average and wait hours to be told no news and nobody could help me. 08/2022 I submitted a new employment verification to hopefully satisfy the 120 payments. 08/4/2022 I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted HR and had them fill out the form again and submitted it. 08/11/2022 I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. 08/25/2022 I , once again got notification that "the authorized official listed does not appear eligible to certify employment". What? I once again reapplied with a new signature 08/29/2022- I got notification that my eligible payments were 120 but qualifying were 112. I called to check because I had resubmitted paperwork and my dates should have pushed me over 120. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was 112. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!?! 10/5/2022 was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. 11/3/2022 still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.

I took out student loans through Mohela (Missouri department of Higher Education ...) I had a 4.0 first semester. During my second semester I developed a incurable intestional desease and was hospitalized for over a week. When I was released, I dropped my classes and contacted Mohela Immediately and was informed by their Customer Service that they understood and my loan would be forgiven. A Year Went by and I received a notice in the mail that my loan was delinquent and I had to make payment arrangements. I called Mohela AGAIN and was informed that this notice was a mistake and not to worry. My loan had been forgiven. I forgot about it for a couple of years, never had received any further correspondence. Then my check from work had a garnishment on it. For 15% of my total check. I contacted the collection company and they told me the collection was valid and that the customer service had no authority to forgive my loan. Please dont deal with these people..