Consumer complaint received 2023-08-25
Company: MOHELA
State: GA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
To Whom It May Concern, I am XXXX XXXX, and I am writing to formally file a complaint against Mohela, with whom my account number is XXXX. 

Mohela currently manages my federal student loans. I am actively participating in the Public Service Loan Forgiveness ( PSLF ) program. In XX/XX/XXXX, Mohela contacted me, notifying that they had taken over the management of my loans from XXXX. They further indicated that my loans were listed under school deferment. This was surprising, as I never requested this status. I immediately asked for this deferment to be removed and for my loans to be shifted back to the COVID forbearance. 

I clarified that since XX/XX/XXXX, I have been enrolled part-time in a XXXX 's program at XXXXXXXX XXXX  XXXX which is fully sponsored by my employer. Furthermore, I have been working full-time and hence have no need for a deferment. Mohela promised rectification but failed to act accurately. 

Following events have raised serious concerns : Inaccurate Communication and Actions : XX/XX/XXXX : Received a letter from Mohela confirming the removal of the in-school deferment for the period from XX/XX/XXXX to XX/XX/XXXX and approving the COVID-19 Emergency forbearance starting XX/XX/XXXX. 
XX/XX/XXXX : Another letter from Mohela reported only XXXX qualifying payments for the PSLF, six payments less than my count. They had also reverted my status to in-school deferment. 
XX/XX/XXXX : Despite assurances in XXXX, Mohela claimed the period from XX/XX/XXXX to XX/XX/XXXX was ineligible for PSLF due to the school deferment status. Upon another request, they agreed to correct it, adding that I should complete an in-school deferment waiver form to avoid future discrepancies. 
End of XXXX : Received letters confirming the removal of deferment and approval of COVID-19 forbearance, as well as an update on my qualifying payments for PSLF, now listed as XXXX. 
XX/XX/XXXX : Yet again, I was informed of being put under in-school deferment. They reduced my PSLF qualifying payments to XXXX. I promptly uploaded the requested waiver form and reiterated my request. 
XX/XX/XXXX : A letter from Mohela stated I had made XXXX payments. 
XX/XX/XXXX : I was informed my loans were being considered for forgiveness. Yet, on XX/XX/XXXX, the website showed only XXXX payments and a reinstated in-school deferment for XX/XX/XXXX to XX/XX/XXXX, contradicting their prior communications. 
Suspected Malpractice : Considering the inconsistencies in Mohela 's actions and communication, especially with my loans due to resume repayment on XX/XX/XXXX, I am compelled to believe that these actions might be deliberate attempts to delay or deny my loan forgiveness and accrue further financial gain. 

Attached are all pertinent documents highlighting the correspondence between Mohela and me, which underscore the aforementioned issues. 

I earnestly hope this matter is looked into with urgency and rectified. 

Regards, XXXX XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief