Consumer complaint received 2026-05-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: OH

Complaint narrative:
I am filing this complaint regarding the mishandling of my federal student loans, improper servicing transfers, inaccurate repayment tracking, and harm caused to my Public Service Loan Forgiveness ( PSLF ) progress. My loans were originally serviced by XXXX and later transferred to MOHELA. I have now been notified that my loans have been transferred to the United States Department of the Treasury for collection. I never knowingly entered into or signed any agreement directly with the U.S. Department of the Treasury, nor was I properly informed regarding how these servicing transfers and repayment recalculations would affect my PSLF eligibility, qualifying payment counts, or income-driven repayment status. I am a frontline healthcare provider and Family Nurse Practitioner who has spent years serving XXXX, XXXX, underserved, and high-risk patient populations. For the past several years, I have worked in public-service-oriented healthcare settings providing chronic XXXX management, transitional care, and community-based healthcare services. During the XXXX pandemic, I continued actively treating patients and providing frontline healthcare services despite the risks and burdens placed upon healthcare workers. In XXXX, I also established my healthcare business, Your Virtual NP, with the mission of improving healthcare access for XXXX and XXXX populations through telehealth and virtual care services during and after the XXXX public health emergency. I have approximately XXXX years of qualifying public service and healthcare employment and was actively pursuing Public Service Loan Forgiveness under the belief that my qualifying payments and employment periods were being properly tracked. However, after servicing transfers and repayment program changes, I became aware that my qualifying PSLF payment counts may have been reduced, recalculated incorrectly, delayed, or improperly excluded. I believe the repeated loan servicing transfers between XXXX, MOHELA, and now the Department of the Treasury have caused administrative harm, confusion, inaccurate repayment tracking, and financial hardship. I also believe there may have been failures in communication, improper servicing practices, and errors involving income-driven repayment processing and PSLF tracking. I am requesting : * A full audit and investigation of my federal student loan history and servicing transfers; * Verification and restoration of all qualifying PSLF payment counts and employment certifications; * Review and correction of any income-driven repayment or payment recount errors; * Suspension of collection activity while the matter is investigated ; * Consideration for cancellation, discharge, adjustment, or expedited forgiveness due to my years of public healthcare service and reliance upon PSLF program requirements. As a healthcare provider who dedicated years serving vulnerable communities and patients during the XXXX pandemic, I believe the intent of PSLF was designed for professionals like myself. Administrative servicing errors and repayment changes should not erase years of qualifying service completed in good faith. I respectfully request immediate review and written clarification regarding the ownership of my debt, current repayment calculations, PSLF qualifying counts, and all servicing actions taken on my account.

Company response to consumer: Untimely response