Consumer complaint received 2025-01-05 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: NY

Complaint narrative:
MY INITIAL COMPLAINT/BACKGROUND : The short ( er ) story is that I started repaying my XXXX loans in XXXX when rules were very different than today. I then attended graduate ( law school ) from XXXX, and again, started repaying my loans. XXXX became an option in XXXX and I consolidated my loans hoping to get forgiveness because I started working for the government. Due to a variety of circumstances ( unemployment, underemployment, divorce ), my loans went to forbearance multiple times and changed providers ( I also didn't know that this would re-start any XXXX repayment outside XXXX because it XXXX never told to me, or drastically change my interest rates ). I tried XXXX again with a new job which didn't work out. I then tried graduate school again to dig out from under-employment. My loans were deferred during my second round of graduate school ( and at the time, Direct Loans showed that I'd need a job paying approximately $ XXXX to pay off my loans timely! ). After the second round of graduate school, I was unemployed from late XXXX - early XXXX and XXXX XXXX told me I'd used up my forbearance allowances and defaulted my loans- despite me having no income- when they could've put me in {$0.00} or $ 5 monthly payments ( common now ) - and proof of no income ( no tax returns filed ). It resulted in tax refunds and my pittance of a paycheck being garnished when I started working again in XXXX all because of XXXX XXXX refusal to give me {$0.00} or {$5.00} payments. Another try at XXXX from XXXX working for the federal government, but we were on a student loan pause and I paid off other debts, and then Direct Loans/Mohela DENIED my XXXX because I couldn't get former XXXX employers to sign the needed forms. They refused copies of my XXXX and e-OPF to prove federal employment. ( The IRS has no records past 10 years, so I am unable to even get XXXX forms before XXXX and I no longer have those documents due to changes in computers over the years. ) I had no way to go back to federal agencies I no longer worked at to get signatures. 
****** Mohela said the only thing acceptable was paystubs, which I didn't have, and no access to the government systems to get them. I'd calculated approximately XXXX of eligible XXXX payments. I gave up and left federal employment because I couldn't keep being under-employed if Mohela refused to accept my XXXX  or XXXX as proof of eligible federal employment for loan forgiveness. Now, Mohela and XXXX refuse to give me payment counts to tell me how many months I have left to pay. I have proof I was unemployed from late XXXX - early XXXX ( no income = no tax returns filed those years but uneligible for unemployment because I was out of the country ) and should never have been negatively defaulted on my student loan history ( which will affect overall eligibility for forgiveness ). 
****** I also have been denied a payment count multiple times despite complaints to Mohela and XXXX to know how much longer I may have paying and have to work well past retirement age. I have filed multiple complaints with StudentAid.gov to no avail ( no response given other than a canned form response that they're looking into it ). I have received NO ANSWER from Mohela despite multiple requests to know why only the unsubsidized loans were put into forbearance from XXXX - XX/XX/XXXX with no reply or explanation. I can't sit on hold for XXXX or more a day trying to find out. I filed for help with my XXXX in XX/XX/XXXX to no avail- they only told me to apply for XXXX. I was already on XXXX as of XX/XX/XXXX. If XXXX goes away ( likely ), the proposed payments sent by Mohela exceed my current New York XXXX rent. I will be homeless. Mohela has sent me XXXX repayment schedule changes since XXXX- and sent XXXX alone in XX/XX/XXXX ( I have attached the most recent ). 
****** I want a payment count of how many payments I've made and have left for forgiveness AND I want my XXXX eligibility recalculated as I have proof of federal and non-profit employment from XX/XX/XXXX - XX/XX/XXXX, XX/XX/XXXX - XX/XX/XXXX and again from XX/XX/XXXX - XX/XX/XXXX, my default cured/removed from my record because I was unemployed late XXXX - early XXXX and was denied {$0.00} or {$5.00} payments, and a correct and accurate timeline for payoff and/or forgiveness given. I also want all my statements from MOHELA from XXXX XXXX XXXX and an explanation as to WHY my subsidized loan was in forbearance those months ( but the unsubsidized portion was not ). 

****** First, their generic response took 60 days and is clearly a cut and paste reply doesn't address any of the questions or issues above and doesn't recognize that I have tried repeatedly to appeal the XXXX XXXX, among many other issues : ****** Dear XXXX XXXX : MOHELA has reviewed your complaint made with the Consumer Financial Protection Bureau ( CFPB ) regarding your qualifying payment count toward XXXX XXXX XXXX XXXX ( XXXX  ). Beginning XX/XX/XXXX, the XXXX XXXX XXXX XXXX ( PSLF ) and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX programs are no longer managed through a designated loan servicer. As of XX/XX/XXXX, the XXXX XXXX is fully managed by the XXXX Department of Education on XXXX. Borrowers seeking XXXX can submit XXXX forms, track the status of their forms, view correspondence, and access payment counts through their XXXX account. If you disagree with your qualifying payment count toward XXXX, you have the option to file a reconsideration request to initiate XXXX re-review of your loan history at XXXX XXXX XXXX Please note that MOHELA is unable to either determine or expedite the qualification of payment periods for XXXX. If you have any other questions or concerns, please dont hesitate to contact a member of our Customer XXXX XXXX XXXX XXXX from XXXX to XXXX Mondays, XXXX to XXXX Tuesdays and Wednesdays, or XXXX to XXXX Thursdays and Fridays, Central Standard Time. You can also visit XXXX. Sincerely, MOHELA ****** Second, I have previously complained about MOHELA 's response to my XXXX count. They ( at the time ) stated I was ineligible because they would only accept PAYCHECK STUBS OR XXXX statements from employers ( even the IRS no longer has the information because it is older than 10 years ) and required an employer signature ( which I am no longer able to get because I no longer work at those companies ). They REFUSE TO ACCEPT XXXX OR XXXX ( proof of federal employment ) which is ironic as they are agents of the federal government. 
****** XXXX, they have refused to provide an official, accurate payment count. I have asked repeatedly, and they publicly stated a count would be provided in XX/XX/XXXX, then delayed it until XX/XX/XXXX, and again delayed it until XX/XX/XXXX. It is now XX/XX/XXXX. At no time have they provided an accurate payment count. 
****** XXXX, I found a way to access an " unofficial '' payment count from XXXX. If correct, it indicates the substantial subsidized portion of my loan under the XXXX XXXX plan is eligible for forgiveness. If this is correct, why has this portion of my loan NOT BEEN FORGIVEN? Is this why MOHELA had the subsidized portion of my loan in forbearance from XX/XX/XXXX- XX/XX/XXXX? 
****** XXXX, they have refused to provide old statements from XX/XX/XXXX- XX/XX/XXXX to me and the statements are no longer available on the website as they re-did their website in XX/XX/XXXX and information and older information is no longer available. 
****** MOHELA continues to lie, deceive, and delay information and only provides half-information and half-truths to borrowers, myself included, as it is apparent they are even avoiding the complaint I have filed by not answering completely and only providing a scripted canned response to one of many issues. 
******

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