Consumer complaint received 2025-01-06 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: MS

Complaint narrative:
I had noticed that after my loans had transitioned from XXXX to Mohela that my payment counts weren't accurate. When I called about it, I was told that my loan had been placed in a short forebearance ( 2 months ) after I had started to make payments. However, they could not tell me why. They said that is likely why my PSLF payment counts didn't add up to my counts. 

When I called some time later, I was told that previously unaccounted for payments ( due to the presidentaly administration at the time ) would likely count once my account was reviewed. That was around XXXX Some time after that phone call, I XXXX XXXX XXXX. I had applied for several scholarships and to do that, I had to fill out another FAFSA form. That notified Mohela and they put my loan in deferrment. I called and asked that they be taken out of deterrent, but to keep the COVID payment suspension ( because I knew they counted for my PSLF payment count ). On advisement from one of Mohela 's representatives, I submitted a letter with the request. After the letter was received, my loan came out of deferment only for it to go back into deferment. I called again and told them that I requested for my loan to permanemntly come out of deferment. My request was granted again. 

Nevertheless, I continued making payments. I waited patiently for Mohela to update my payment counts, but they never were. Then the injunction occurred and my account went into forebearance again. I called in XXXX of XXXX asking again why payments did add up and was told it was because I didn't recertify my employment for XXXX. I was told that was I did that then my payment counts would be accurate. 

As of today, Mohela states I've only made XXXX of the XXXX payments needed for my PSLF obligation. However, I went through 10 years of my bank statements and documented every payment I made to the Department of Education and counted XXXX payments ( XXXX of those were under the COVID forebearance ). Additionally, the first 12 months of my loan, my monthly payment was {$0.00} because I had earned so little the previous year. All of this adds up to XXXX payments. 

I submitted my employment recertification in XX/XX/XXXX and it has yet to be processed. When I called to ask why it was taking so long, I was told it would be another 45 days for it to be processed. When nothing happened, I submitted a XXXX recertification in XX/XX/XXXX and that is still waiting to be processed. I tried to resumbit a third one, this time stating that I had made my XXXX payments, however, Mohela 's system would not allow my proceed with my online application. 

Then, when Mohela transitioned to the student.gov platform, all the correspondence between myself and Mohela went away, and my paytment is far from accurate. My account does not accurately reflect my records. We're not even close. 

With these federal loans in limbo, I am unable to make any other major financial purchases since I have absolutely clue when my account will become accurate. 

I have included an XXXX XXXX detailing every payment I made to Mohela ( including the months my XXXX amount was {$0.00}, the 2 months I was on an unknown forebearance, all the months during COVID forebearance ). Additionally, I have included the inaccuracies that Mohela is reporting on my account in terms of my payment history and payment counts. Since my correspondence history prior to XXXX has been wipe clean, I am submitting a copy of the letter I sent to Mohela requesting permanment in-school foreberance while requesting retroactively replacing COVID forebearance.

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