Consumer complaint received 2025-06-27 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: MD

Complaint narrative:
I submitted a XXXX form with a completion of XXXX payments while working in XXXX XXXX on XX/XX/XXXX. My XXXX  forms have not processed and completed by Mohela in the XXXX to XXXX weeks as stated on the XXXX XXXX XXXX website. It has been XXXX months since the XXXX form was submitted. 
I have been on the XXXX XXXX and was placed in administrative forbearance XX/XX/XXXX. I have continued making payments throughout the forbearance. 
I have been trying to get out of the forbearance and XXXX XXXX since XX/XX/XXXX. For many months there was no option available to change to a payment plan that is eligible for the XXXX. 

Nevertheless, I have continued to make payments, but Mohela has not processed XXXX  forms I submitted XXXX and XXXX months ago. I have sent multiple requests to be placed in a payment plan so that any payments I make from now on will be counted towards forgiveness. My last XXXX payments from XX/XX/XXXX through XX/XX/XXXX, which completed my XXXX payments working in XXXX XXXX at a XXXX XXXX XXXX have been counted as ineligible, employer not verified. They are deemed not eligible to be counted towards XXXX  bc I am on the XXXX Plan and in forbearance, which I am not able to get out of in a timely fashion bc of Mohela processing delays and chaos. This does not make sense because I have submitted my XXXX  form with contact information for the employer in on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The Federal Student Aid Website says that the forms are to be processed within XXXX to XXXX weeks. The XXXX  forms submitted on XX/XX/XXXX and XX/XX/XXXX had been in review for XXXX and XXXX months, respectively. I re-submitted these forms on XX/XX/XXXX and XX/XX/XXXX. 

Now I have received notice from Mohela that the XXXX i gave them does not match my employer for the payments I made from XX/XX/XXXX to XX/XX/XXXX. They are investigating this. My employer was the XXXX XXXX XXXX XXXXXXXX XXXX. It is a huge organization and has the same XXXX number throughout the state. The XXXX  is signed by HR. The XXXX number for the entire XXXX XXXX XXXX XXXX XXXXXXXX is XXXX. So this claim and investigation makes no sense. 

Since XX/XX/XXXX, I have called Mohela and XXXX XXXX XXXX once or twice a month regarding getting out of forbearance, out of the XXXX Plan, getting my XXXX  form processed so I can apply for the buy back and get the buy back processed. Now I am trying to get in touch with Mohela to clarify my employer from XX/XX/XXXX to XX/XX/XXXX bc now they have questions about the I applied for an XXXX plan in XX/XX/XXXX to try to be placed in a plan that will get me out of forbearance and count towards XXXX. That form has not been processed, amd I submitted it XXXX months ago. Throughout the time that I have been placed in forbearance because I am on the XXXX XXXX, I have been making payments double to triple of the monthly payment amount. In brief, I have made XXXX payments working in XXXX XXXX as of XX/XX/XXXX. 

The forms that I have submitted have not been processed by Mohela. Mohela sends me messages saying my IDR will be processed in 90 days. We are well beyond 90 days. 

Every time I speak to Mohela, if I am able to speak to a human, I get different answers ro the same questions. 
Thank you for your time in reviewing this matter.

Company response to consumer: Closed with explanation