Consumer complaint received 2023-03-13
Company: MOHELA
State: FL
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:
Hello, I understand that it was stated by Mohela that both the PSLF waiver and the IDR waiver have been applied to my account but I am unsure as to why my remaining 15 ineligible payments did not count towards payments/ PSLF payments. I have requested the loan coding from Mohela via email for the times that have not counted towards payments up to this point but have not received an answer but this is what I have from Federal Student Aid. XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance I was told by a XXXX representative that some of the deferred payments were coded as unemployment deferment even though my employment is approved for this time. I was also told that the other deferred payments were coded as " hardship deferment ''. I did not request any of this deferment because I qualified for and was told I was on a {$0.00} payment plan at the time. ( I have turned in tax return information to Federal Student Aid to prove this. ) I am also unsure why these 4 months of forbearance did not count when I had other months that did. I was also told by a Mohella and a XXXX representative that these months were coded as a admin forbearance. According to the PSLF and IDR waivers these deferments and forbearances should be added as qualifying to my account : " ED will conduct a one-time account adjustment to borrower accounts that will count time toward IDR forgiveness, including any months in a repayment status, regardless of the payments made, loan type, or repayment plan ; 12 or more months of consecutive forbearance or 36 or more months of cumulative forbearance ; months spent in ECONOMIC HARDSHIP or military deferments after XXXX ; months spent in any deferment ( with the exception of in-school deferment ) prior to XXXX ; and any time in repayment on earlier loans prior to consolidation of those loans into a consolidation loan. '' Also, I am concerned that my ineligible payments are not showing up on my 2 consolidation loans. If this is a one time adjustment, those not eligible payments should be on those loans so they can be adjusted as needed or so I have the option of making back payments during the upcoming Hold Harmless adjustments that should be applied on XX/XX/XXXX. " Borrowers will be able to access a hold harmless option to have other periods of deferment and forbearance potentially counted toward PSLF if they make payments equivalent to what they would have owed at the time. This includes getting credit for periods during which the borrower would have had a {$0.00} payment. " I have complained several times and always get a generic letter stating the number of payments I have at the time but my question is why have these other payments remaining to show ineligible? 
Thank you

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