Consumer complaint received 2023-11-30
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:
To whom it may concern, Please be advised that I have attached a copy of Feedback Case # XXXX which was originally sent to the US Department of Education regarding problems I am having with regard to having qualifying payments not being credited to my PSLF account. On Monday, XX/XX/XXXX, I spoke with a representative of the federal student aids ombudsmans office who advised me that there is nothing he can do. This is ridiculous. Someone needs to be accountable for the mistake that is being made on my account. Prior to submitting this complaint, I went back and forth with MOHELA representatives and supervisors for 8 months for them to tell me that there was nothing they could do. I have submitted my evidence and have been fighting with MOHELA from XXXX of this year until XXXX of this year with no relief in sight. MOHELA has blamed the department of federal student aid, and the department of student aid has blamed MOHELA. Prior to MOHELA becoming my student loan servicer, there was never an accusation or note on my account of my student loans ever being placed in bankruptcy. I cant even understand where this information came from and MOHELA could not explain it either. Please understand that I will not be letting this matter go. I will continue to send letters and escalate it to the president of the United States ' office and broadcast this on the news if I need to. These missing qualifying payments are inhibiting my ability to have my student loan debt forgiven which is hindering my livelihood and I want this problem solved! Fast! 

Feedback Case # XXXX Pending Case Information Date Submitted XX/XX/XXXX Category Repaying My Aid Subcategory Discharging, Cancelling, or Forgiving My Loans Case Description To whom this may concern. I am submitting this formal complaint against the United States Department of education, as well as with the loan servicer, MOHELA due to a major discrepancy in which I am not properly being awarded qualifying months towards my PSLF. I am finding it extremely difficult to have this situation rectified using regular protocols of telephone calls and submitting evidence to the servicer via email. I have spent countless hours going back and forth with them only to be told that the way things currently stand are the way that they will be and that I would need to have my bankruptcy status changed with the court system, which is on necessary. I have been told that several years of qualifying payments do not qualify because I have filed a bankruptcy in the year of XXXX. None of my student loans have ever been placed on a bankruptcy discharge petition. None of them. The period that I am discussing is from XX/XX/XXXX up until XXXX of XXXX. This bankruptcy was a XXXX XXXX and I have submitted all of the documents from the court, which indicated all of the creditors, which were actually listed on the discharge petition, and my student loans is not on that list. Throughout this entire period, I have submitted documentation, and applications as I was utilizing an income contingent repayment plan, and the payment amount was {$0.00} throughout this entire time. I never requested any forbearances or anything that would place me out of repayment status during this period. I am and have been a United States employee since XXXX of XXXX. I do not understand why this is difficult to undo. I am pretty sure that the department of education was notified of my bankruptcy status only because it is a creditor on my credit report, but not because it was placed on my bankruptcy. This is hindering my ability to enjoy my quality of life, and all of the hours that I have to spend on the telephone, to no avail, is extremely aggravating and frustrating. There would have been absolutely no reason for me to place a student loan on a bankruptcy petition, knowing that it was next to impossible to discharge a student loan in a bankruptcy. So, I really need for someone to look into the situation, thoroughly and clear it as soon as possible. MOHELA advised me that the US Department of education is to blame for this situation being the way that it is and that they could do nothing more about it. So I am asking you to do and handle this problem the way that it should be handled. 

Your Messages XXXX XXXX XXXX added a message XX/XX/XXXX XXXXXXXX XXXX  Please accept this message as a formal request to escalate my case to the ombudsman group for further review. Thanks. 
XXXX XXXX XXXX added a message XX/XX/XXXXXXXX XXXX XXXX Good day. It has now been more than 45 days since I submitted my complaint and to date, I have not received any response. The student loan payment pause is now over and according to my records, should my case be fixed the way it's supposed to be, I should be very close to, if not, eligible for my student loans to be forgiven. Please send a response at your earliest convenience to provide an update as to where this case currently stands. Thanks

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