Consumer complaint received 2025-10-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: MO

Complaint narrative:
My complaint has been about missing payment counts originally for XXXX from XXXX XXXX and there was also a discovery of missing payments from XXXX. So, because I kept getting denied for XXXX FORGIVENESS, I was going for XXXX. However, I DESIRE answers about MY XXXX  WAS NEVER CONSIDERED, BECAUSE I QUALIFIED. I have all of my evidence and documentations. 

1. I consolidated loans in XX/XX/XXXX as recommended by XXXX XXXX because I was told that I meet requirements for XXXX  and XXXX  waiver as long as I consolidated by XX/XX/XXXX. My loan servicer switched to MOHELA in XXXX of XXXX who repeatedly stated that they saw no payments prior to XXXX. 

2. I have had qualifying employers since XX/XX/XXXX through XX/XX/XXXX ( XXXX Date ) 3. I am challenging why I was not considered for XXXX FORGIVENESS when there was an error of misreporting payment counts for ALL OF MY UNDERLYING LOANS for payments between XXXX XXXX that would have taken me over 120 payment counts at that time when I applied for XXXX FORGIVENESS BEFORE I retired on XX/XX/XXXX. XXXX. AGAIN, I MET THE XXXX REQUIREMENT FOR FORGIVENESS BEFORE I RETIRED FROM a qualifying school district. 

4. I have repeatedly been informed that FSA and US DEPARTMENT OF EDUCATION are working to rectify loan servicers errors and my payment counts are still wrong on the Federal Student Aid website based on what I see. 

5. It is to my understanding that Federal Student Aid took over XXXX and XXXX issues because MOHELA had so many complaints for misleading borrowers. 

Since I met all qualifications for XXXX in the first place, those XXXX loans payments from XXXX should have been applied as UNDERLYING PAYMENT COUNTS under the loan consolidation from XX/XX/XXXX. That is why I consolidated. ( XXXX AND XXXX WAIVERS ) XXXX. So, because I kept being DENIED XXXX  forgiveness, I was going for XXXX in which MOHELA keeps denying my application due to pension being too high. 

7. It IS NOT MY FAULT that ALL of my underlying payments counts were not included for XXXX  FORGIVENESS prior to my RETIREMENT. I want this issue reinvestigated and XXXX FORGIVENESS to be applied. I am well over 120 payment counts for XXXX FORGIVENESS. Currently, Federal Student Aid shows 112 payments only from XXXX XXXX. 

MOHELA keeps sending correspondence stating my loans will be starting over with XXXX payments expected on a standard plan and I am refuting this because my intention was not to start under A NEW CONTRACT TO PAY 300 MORE PAYMENTS! That makes no sense. 

This is why people feel misled. 
Please apply my underlying payment counts from XXXX. I qualified! 


As a RECAP I am requesting the US Department of Education and Federal Student Aid to please go back and reconsider my XXXX Loan forgiveness that I met in XXXX. My last Employment Certification form from a qualifying school District was XX/XX/XXXX, but I retired on XX/XX/XXXX. Due to the errors of misreporting my payment counts, the XXXX payment counts from XX/XX/XXXX through XXXX were not included, and they were supposed to be included under those waivers. This is why I consolidated on XX/XX/XXXX originally based on the XXXX XXXX XXXX 's recommendation, before switching to MOHELA. 


MOHELA is attempting to have me pay 300 more months ' worth of payments who claims that they have no record of payments before XXXX, and they are reporting to my credit bureaus that they have been my loan servicer since XXXX. This is false, and I will keep fighting until my payment counts are corrected, as I do not see the correction on the Federal Student Aid website. 

I have contacted my congrssional reps office, and so many others, to make countless complaints because, apparently, the Federal Student Aid and the US Department of Education keep stating that I only have 112 XXXX payments from XXXX to XXXX. I challenge this error. I want my XXXX payment counts from XXXX to be added and considered for XXXX Forgiveness, because those XXXX payments are supposed to count under the XXXX and XXXX waivers since I consolidated in XX/XX/XXXX. Had payment counts been corrected in the first place, this would have taken me over the 120 payment count in XX/XX/XXXX, before my retirement. 


I will keep advocating because I feel misled to consolidate if this XXXX  payment count is not corrected by the loan servicer 's errors. THIS IS NOT MY FAULT, AND I DEMAND THAT SOMETHING IS DONE ABOUT THIS. 

So, US DEPT OF EDUCATION AND FED STUDENT AID, I DESIRE XXXX FORGIVENESS, SINCE MOHELA CLAIMS MY PENSION IS TOO HIGH FOR A ONE-TIME XXXX  ACCOUNT ADJUSTMENT IN WHICH 13 YEARS OF MY PAYMENT COUNTS WERE EXCLUDED. This error is unacceptable, and I should not have to start from scratch with 300 payments, as the sole purpose of consolidating in XX/XX/XXXX was to reach the XXXX forgiveness in the first place. FIX THIS ISSUE PLEASE! 

SEE ATTACHMENT OF MY EMPLOYMENT CERTIFICATIONS AND RETIREMENT EVIDENCE. 

I desire a follow-up about a resolution to correct the error. I have been waiting since XX/XX/XXXX, and I keep being told that this is being addressed, but so many of my complaint cases have been closed. UNACCEPTABLE!

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