Consumer complaint received 2026-02-24 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: FL

Complaint narrative:
I am writing to respectfully request your assistance regarding an unresolved issue with MOHELA and the administration of my XXXX XXXX XXXX XXXX ( XXXX ) account. I have worked in the healthcare field as a Communications Leader in XXXX, MA, the majority of my XXXX tenure. I have consistently made on-time payments and complied with all program requirements. In XXXX and XX/XX/XXXX, MOHELA placed my student loans into administrative deferment due to internal system upgrades. This deferment was initiated without my request and without providing a meaningful opportunity to continue making qualifying payments. However : - On XX/XX/XXXX a full payment of {$480.00} was made to MOHELA - On XX/XX/XXXX an extra full payment of {$470.00} was made to MOHELA to buy back the XX/XX/XXXX payment. - By XX/XX/XXXX, no adjustments to my eligible payments were changed. - On XX/XX/XXXX, MOHELA sent me a letter stating no payments for XXXX and XX/XX/XXXX were made. - On XX/XX/XXXX, I received acknowledgement of my official Attorney General Complaint with the state of Missouri ( XXXX ) - In XX/XX/XXXX, I received a letter from MOHELA stating, they are unable to see any buyback information as that function now sits with the U.S. Department of Education XXXX - In XX/XX/XXXX, Federal Student Aid notified me that XXXX and XX/XX/XXXX are not eligible for XXXX buy back because MOHELA has indicated that those months do not qualify. Based on my payment history and qualifying employment, those XXXX months would have represented my XXXX and XXXX qualifying payments, completing the XXXX requirement. Since XX/XX/XXXX, I have repeatedly contacted both MOHELA and XXXX XXXX XXXX seeking correction of my qualifying payment count. Despite ongoing communication and submission of documentation, the issue remains unresolved more than a year later. This creates a circular and deeply frustrating situation in which the loan servicers administrative decision to place my loans into deferment for reasons entirely unrelated to my eligibility is now being used as the basis to deny both qualification and buy-back eligibility. I had no control over the deferment, remained in qualifying public service employment, and made payments in good faith. As a result, I have continued making payments beyond what should have been required had those two months been properly credited, creating unnecessary financial and emotional strain. I am attaching proof of payment for XXXX and XX/XX/XXXX, along with relevant correspondence and documentation supporting my eligibility and attempts to resolve this matter. I respectfully request your offices assistance in : Facilitating review and correction of my XXXX qualifying payment count to include XXXX and XX/XX/XXXX ; Ensuring appropriate refund or adjustment of payments made beyond the required 120 ; and Promoting accountability and oversight in MOHELAs administration of XXXX accounts. After ten years of service in healthcare and consistent compliance with XXXX requirements, I am simply seeking fair and accurate application of the program. I am available to speak at anytime and am happy to be an advocate for others experiencing the same challenges MOHELA and the educational system. Thank you for your time and continued advocacy for public service professionals and student loan borrowers. I would be sincerely grateful for any assistance your office can provide. Respectfully, XXXX XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Untimely response