Consumer complaint received 2023-07-12
Company: MOHELA
State: AP
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have had incomplete loan information on my payment tracker since the transfer from XXXX to Mohela. I consolidated my loans in XX/XX/XXXX and had a momentary reset of payments to XXXX which was expected. Then when my payments counts and trackers were updated they still had 23 payments missing which was similar to the missing payment counts before the consolidation. They are periods in which I was working for an eligible employer. They are not listed as eligible or ineligble. They are simply missing. I have had many different explanations given to me to include " we are not required to update that information '' in my last call. I have filed 2 complaints now through Federal Student Aid Ombudsman office. It took them nearly 9 months to respond to the first complaint. I had attached XXXX sheet tracking of all payments and a note from XXXX XXXX via email where they had agreed to waive an in school deferment but failed to do so. None of this information was reviewed and I was sent a form letter response that did not address the 23 missing payments at all nor has my payment tracker been updated to show their status on the Mohela side. Additionally, XXXX closed the complaint with no option to reply or appeal. Subsequently, I had to start a new complaint that will likely take another 9 months to resolve so I can be sent another form letter that does not address the issue at all. 

I am detailing the 23 missing payments below for an immediate response. I will go through my congressional channels if this is not resolved swiftly. 

XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application XX/XX/XXXX Unknown Status/Likely Admin Forbearance for Teacher Forgiveness Application **Request was made to make these excessive admin forbearance periods, specifically for the processing of teacher loan forgiveness eligible for Public Service Loan Forgiveness ( PSLF ) counts. I believe that 6 months to process this application, placing my account on forbearance without my permission was excessive and unnecessary. ** XX/XX/XXXX to XX/XX/XXXX **I believe this was an in school deferment that I requested be waived via XXXX XXXX XXXX I have sent to both Mohela and XXXX documentation were this request was both acknowledge and accepted by XXXX, but they did not follow through on taking the deferment off. ** XX/XX/XXXX Unknown Status/Likely Unrequested Admin Forbearance **It should be noted that XX/XX/XXXX was counted as a payment toward PSLF on my tracker before this unrequested admin forbearance showed up for XX/XX/XXXX and subsequently I was already in repayment status. **

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation