Consumer complaint received 2023-10-31
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:
ON XX/XX/XXXXXXXX  I received an email from Federal Student Aid Information Center requesting documentation that I submit a PSLF application signed by their Authorized Official, or with your corresponding W2s for XXXX  through XXXX, to have this employment period certified and your payments reviewed for qualification. 

On XXXX XXXX, I mailed and uploaded ALL Documentation to Federal Student Aid and to MOHELA. And no one has responded. And now my payments have started back up. which I can not afford because my husband just passed away XXXX XXXX 

I have been dealing with this situation since XX/XX/XXXX and my service provider MOHELA refuses to notify me about the forgiveness process. I have tired to contacted them on XX/XX/XXXX and XXXX XXXX and it been unsuccessful. MOHELA also has not processed my certification of employment that was sent in several times since XXXX 
COPY OF THE EMAILS RECEIVED : From : Federal Student Aid [ customerservice@studentaid.gov ] Sent : XX/XX/XXXXXXXX XXXX XXXX To : XXXX Subject : FSA Feedback Case : XXXX From : Federal Student Aid Information Center XXXX Date : XX/XX/XXXX at XXXX XXXX  XXXX Subject : RE : FSA Feedback Case : XXXX and in XX/XX/XXXXXXXX  I received this email- XX/XX/XXXXXXXX  Dear XXXX XXXX XXXX XXXX Thank you for contacting the U.S. Department of Educations ( ED ) Office of Federal Student Aid . 
We have received your inquiry regarding the Federal Direct Student Loan that is currently being serviced by MOHELA.

Your concern, as we understand it, is regarding your progress toward Public Service Loan Forgiveness ( PSLF ). 
MOHELAs records indicate that your loans, yields a qualifying payment count of XXXX toward the required XXXX  for PSLF. 
Once MOHELA determines that met the requirements for loan forgiveness, ED will provide the effective date of discharge so MOHELA can begin the process of discharging your loans.

ED and MOHELA are continuing to update payment counts. MOHELA will contact you when your payment count has been updated. Once your payment count is updated, please contact MOHELA to ask about it. 
Please note that if you are eligible for a refund of payments in excess of 120 qualifying payments, processing may take an additional 60 days for MOHELA to complete. Please log into your MOHELA.com account to verify your address. 
If you have employment that has not been certified, please use the PSLF Help Tool ( https : //studentaid.gov/pslf/ ) to search for a qualifying employer, learn what actions you may need to take, and generate a PSLF form. You will need to provide an email address for an authorized official who can certify your employment and sign your form. If you are unable to obtain an officials signature, W-2s or paystubs encompassing the period of time you are attempting to certify for PSLF are acceptable forms of alternative certification. It is recommended that you submit a new application annually. If you have questions regarding that status of a PSLF form, please contact MOHELAs Customer Service Department at XXXX.

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