Consumer complaint received 2023-05-19
Company: MOHELA
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
On XX/XX/XXXX I provided MOHELA, my Federal Student Loan Servicer with the Federal Form for PSLF. I received a count from MOHELA of XXXX qualifying payments. On XX/XX/XXXX, I determined that there were XXXX years worth of payments that were missing from this count. I contacted MOHELA via their secure messaging system and asked them what the issue was. The form was signed by my employer certifying my employment through XX/XX/XXXX. I will attach a copy of the form. This is the I received this answer in response : Your Question : The XXXX line keeps hanging up on me, so I am sending an email. I checked and the system tells me I have made XXXX eligible payments, but only XXXX are certified with my employer. I have the information from my employer stating that I started in XXXX and the system has always said that the pause months, whether or not you make payment, count towards XXXX. I should have XXXX eligible payments as of XX/XX/XXXX. Can someone explain why only XXXX payments were certified? XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. Your most recent approved Public Service Loan Forgiveness ( PSLF ) form certifies your employment through XX/XX/XXXX. The qualifying payments do not update each month automatically, but rather each time a new PSLF Form is received and approved. We can not verify qualifying payments past the date the PSLF application is signed by your employer. You can submit a new PSLF from at any time you wish, however, we advise submitting a new form annually. The best way to complete a PSLF form, and to check if your employer qualifies, is to access the PSLF Help Tool. The PSLF Help Tool may be accessed at studentaid.gov/pslf. 

You can view your qualifying payment count for the Public Service Loan Forgiveness ( PSLF ) program by logging into your account on www.MOHELA.com. Once you have logged into your account, please select " PSLF '' from the top menu, then select " PaXXXX XXXX ''. 

If you have any additional questions, please contact us toll free at XXXX Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX 

Thank you, MOHELA I sent another message and received a response that was " non-responsive '' to my question/request : XX/XX/XXXX XXXX XXXX Body : Your Question : The dates on the form in my documents was dated XX/XX/XXXX, not XXXX. I can provide a new form from my employer, that isn't an issue, but the existing form was just signed and dated XX/XX/XXXX. Thank you, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience. Our records indicate that the date on the form that was last processed reflects XXXX instead of XXXX as the year the form was signed. We advise getting an updated Public Service Loan Forgiveness application and resubmitting the complete application, both pages 1 and 2, to us for processing. Once we have received a complete PSLF application, please allow up to 30 days for processing. 



If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX 



Thank you, MOHELA

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief