Consumer complaint received 2023-12-30
Company: MOHELA
State: MD
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem with forgiveness, cancellation, or discharge

Complaint:
Mistakes by the following agencies are preventing my Public Service Student Loan Forgiveness : U.S. Department of Education, XXXX XXXX XXXX, Mohela ( Loan Servicer ) I am a XXXX XXXX and have been since XXXX. I have made over XXXX qualifying payments for the XXXX XXXX XXXX XXXX XXXX ( PSLF ) Waiver program. 

The agencies that I have contacted for assistance are : Mohela XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the U.S. Department of Education. I applied for XXXX XXXX XXXX XXXX XXXX prior to the waiver period deadline ( XX/XX/XXXX ). I possess and have provided all documentation proving my eligibility for XXXX XXXX XXXX XXXX XXXX. Mohela, XXXX XXXX XXXX and the U.S. Department of Education state that they do not have record of my student loan payment history prior to my loan consolidation ( my loans were consolidated by XXXX XXXXXXXX XXXX XXXX XXXX in XXXX. Loan consolidation was required for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXXXXXX XXXX XXXX never sent record of my student loan payment history to Mohela. Mohela and XXXX XXXX XXXX have admitted that there are mistakes " in the system '', and after months of calling and documenting multiple complaints to XXXX XXXX XXXX ( Case # 's XXXX, XXXX, XXXX, XXXX ), my issues are still not resolved. 

I have been making consistent loan payments since prior to the XXXX program in XXXX. The mistakes " in the system '' are not allowing all of my payments to be counted prior to my loan consolidation in XXXX. The systems and records that Mohela, XXXX XXXX XXXX and the U.S. Department of Education have, state that my loan disbursement was in XXXX, when in fact my loans were disbursed during my time in graduate school ( XXXX ). On XX/XX/XXXX, a representative from Mohela told me that " the system is confused '' about the discrepancy about my loan consolidation date ( XXXX vs. XXXX ). She indicated " the system '' states in one location that my loan disbursement date is XXXX and in another part of " the system '' it states my loan disbursement date is XXXX. I could not get a hold of anyone that could correct their mistake in " the system ''. Mohela stated on XX/XX/XXXX that XXXX XXXX XXXX needs to review my information to override the mistake so that the years/months payments before XXXX can be counted. 

Mohela received record of my student loan payment history from XXXX on XX/XX/XXXX. Mohela stated that they sent record of my student loan payment history from XXXX to XXXX XXXX XXXX on XX/XX/XXXX. I also uploaded a copy of my loan payment history to XXXX XXXX XXXX and Mohela. I have called and requested a review of my loan payment history dozens of times and have not received assistance or resolution. 

Mohela Case numbers for some inquiries and information requested for action to be taken on my account are : Case # 's : XXXX and XXXX. I have been told by Mohela that they are waiting on XXXX XXXX XXXX to count my loan payment history and to approve my payments. 

I have also spoken with the XXXX XXXX XXXX Ombudsman at least 3 times, however, the Ombudsman is no longer available to talk to. Supervisors of Mohela and XXXX XXXXXXXX XXXX indicate they will call back when currently unavailable, however, they have not once called me back. I have also been hung up on several times by Mohela and XXXX XXXX XXXX representatives when I had asked to speak to a supervisor. 

XXXX XXXX XXXX  : I applied for a Reconsideration Request for my payment recount at the XXXX XXXX XXXX  website. I have called them several times to inquire about progress to my application and they tell me they do not have that information, Mohela does. When I called XXXX XXXX XXXX about reviewing my account ( per Mohela 's direction ) to override the mistake about my loan disbursement date ( XXXX vs. XXXX ), they indicate that they do not do that information, that Mohela does. XXXX XXXX XXXX also stated they have no record of any of my loan payment history and do not hold any of my loan information. Mohela states that XXXX XXXX XXXX has to approve my loan payment history. Each institution places responsibility on the other and no progress is evident toward loan forgiveness, of which, I am eligible. 

I applied for deferment while issues stemming from these agencies ' mistakes are being worked out. I will be forced to start repayment of my student loans in XX/XX/XXXX after my deferment is expired. These issues need to be resolved as soon as possible, as I have been struggling to have my loans forgiven for years now.

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