Consumer complaint received 2023-09-22
Company: MOHELA
State: MO
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-issue: Problem with forgiveness, cancellation, or discharge

Complaint:
I have been paying on my student loans for over 20 years now. Last year, in XX/XX/XXXX, I consolidated my previous student loan into a XXXX XXXX XXXX and Mohela became my loan servicer. I applied and recieved XXXX before the deadline that the limited waiver was over. I am a teacher, and I have been working for the same employer/school for 24 years. My employer has completed the XXXX help tool and is a qualifying employer for XXXX. 

I was able to qualify for XXXX XXXX payments, but it should have been all XXXX payments. Mohela stated that those were from payments made from XXXX XXXX. I knew that I should have more payments made, but Mohela had stated that no payments were made from XXXX. I DID make payments from XXXX through a loan company called XXXX XXXX XXXX XXXX and have the bank statements to prove it. Several years ago, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX ( XXXX ), who was a contractor that serviced student loans for lenders under the XXXX XXXX XXXX XXXX XXXX ( XXXX ) was involved in a lawsuit with the Department of Education involving allegations that it violated the False Claims Act by submitting or causing the submission of false claims to the Department of Education. Prior to the lawsuit settlement, XXXX ( XXXX  ) paid {$1.00} XXXX to the Department of Education under a remediation plan to partially resolve the allegations and received a credit for that payment under the settlement agreement. The settlement announced allegations that between XXXX and XXXX, XXXX ( XXXX ) knowingly failed to make required financial adjustments to borrower accounts and improperly treated some borrowers as eligible for military deferments when they were not, resulting in incorrect reporting to the Department of Education and losses to the United States. XXXX XXXX XXXX XXXX stopped servicing commercially held federal student loans in XX/XX/XXXX. XXXX knowingly failed to make the required finacial adjustments to my account and report those payments made to the Department of Education. Therefore, it looks as though I never made a payment from XXXX. 

I called my bank, and my bank was able to verify at least 15 Payments made to XXXX from XX/XX/XXXX through XX/XX/XXXX. My bank statements were unable to go back any further, but I know more payments were made. I have attached the my bank statements verifying payments made, a letter from my bank verifying payments made, and the invoice from XXXX to Mohela and to XXXX. 

Please note that my account has not been updated since XX/XX/XXXX, so I should have four more qualifying payments added. This new total should be over XXXX XXXX qualifying payments made. Therefore my student loan should be forgiven through the XXXX waiver. Any help would be appreciated in trying to get this resolved. It has been over a year now. I have been trying to get this resolved since I applied for the new loan in XX/XX/XXXX. I have sent MULTIPLE emails, I have talked to MULTIPLE people from Mohela AND XXXX, and I can not get any help from anyone. 

Mohela said they would do a review, but no one has contacted me, and I recieved a letter today stating that I have only made XXXX payments. 

I'm not sure what else to do. It is as if no one will actually take the time to review the issues that I have, or will take the time to actually understand what happened and help me. All I receive are it will be at least 90 days before we know anything, or Case Closed through XXXX.

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