Consumer complaint received 2023-05-01
Company: MOHELA
State: MA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I applied for Public Student Loan Forgiveness back in XX/XX/XXXXXXXX  ( please note - this is the very first moth the PSLF forgiveness waiver was allowed ). I have been making loan payments without default or deferment since XXXX. I have had continuous employment in non-profit higher education for over 20 years. My employment had been verified to date. Currently MOHELA has me at 69 payments. For some reason any payments that I had from XXXX were not showing up. After some research from others seeking PSLF forgiveness, I was told that those who had loans serviced by XXXX XXXX, acquired by XXXX were also showing a gap in payments on their Federal Student Aid account. Looking at my FSA account, I am experiencing the same. I worked with XXXX to dig for proof of the missing payments from XXXX. They found them and send me a 30 page document of the missing payments via snail mail. I uploaded that document to both MOHELA and FSA in XX/XX/XXXX. I have had 3 cases open with FSA since I began the PSLF process with no resolution. I currently have 1 open case ( # Feedback Case # XXXX ) with the missing payment documentation uploaded on XX/XX/XXXX. I have received no communication with FSA since that with the exception of an email in XXXX telling me that they will update me if there is any additional information added to my case. Since XXXX and uploading the missing payment info, I have contacted MOHELA 3 times. They have confirmed that they can see the missing payment information but can not permit forgiveness because my FSA account does not reflect the same. MOHELA said and confirmed that they contacted FSA to elevate my case. However FSA has not contacted me with any updates from the MOHELA correspondence, as they promised in the XXXX email they sent me. I just spent XXXX hours on the phone with MOHELA today to follow up on my last call with them on XX/XX/XXXX. They said that they did elevate the case to FSA but it's just showing that my case is " in review '' and their hands are tied. I just called FSA Ombudsman today to fill them in on the conversation that I had with MOHELA today. They said that they can not see any communications from MOHELA and that I do have a caseworker assigned to my case and all they can do is make a note of my call. 
I have been assigned a caseworker for about 8 months from Senator XXXX XXXX XXXX Office. They have also not been able to break through any of this, only sending me per-populated emails from MOHELA saying that they are working on it. FSA today told me that I should be receiving a call from them in 1-3 business days. I have been told this every single time I call and have never had a follow up call or email. 
The limited PSLF waiver payments will be starting again soon. I have done more than my due diligence in consolidating my land for forgiveness right when this all started, updating my employee certifications ( All verified ), and I have made ALL student loan payments since XXXX without deference or default and I have put in more than my time in non-profit work. I have invested well over 100 hours in emails, phone calls, case requests, speaking with my Senator 's office over the course of a year and a half. And yes, no resolution. It seems to me tis is now sitting with FSA to fix my account. They have the payment proof. Once they do that the must communicate with MOHELA and expedite the forgiveness that is more than owed to me BEFORE payments begin again. I am desperate and at a loss on how to proceed at this point. I have tried every single avenue I have accessible to me at this point.

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