Consumer complaint received 2023-03-31 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: OR

Complaint narrative:
Hello, I am writing to express concern about PSLF payment counts incongruences, Mohelas unresponsiveness to me, unwillingness to correct their mistake, and everchanging reasoning for a differing loan count upon inquiry. My loans have been on the same repayment schedule since my graduation in XXXX. As such, my qualifying PSLF payments have consistently reflected this. However, my loan payment count has changed with Mohlea without given reason. Specifically, loans 1-5 on my account are listed as having 112 qualifying payments ( 5 needing employment certification ) and loan 6 lists 110 qualifying payments ( 5 needing employment certification ). I have contacted Mohela 6 times about this incongruence ( 3 times by phone and 3 times by email ) and have been provided 3 different reasons as to why my payment count is differing between my loans. 

I am writing to request the assistance of the Consumer Financial Protection Bureau to hold Mohela accountable for the inaccuracies in my payment count and to ensure that all 6 of the loans reflect the 112 payments I have made while working fulltime in public service. 

On XXXX I called Mohela PSLF Support at XXXX. I initially spoke to XXXX. I explained the inconsistencies in loan count. Was then transferred to XXXX who stated I appeared to have an in-school deferment for loan 6 for XXXX and XXXX of XXXX. I shared that I did not have a deferment during this period and was working full time. Was then transferred to XXXX XXXX who was accompanied by a trainer on the phone ) She reviewed My Fed Loan information received from this previous server. Stated that 1/2 of the page sent from My Fed Loans was missing and did not show all completed payments. She stated she would submit a request for review of all payments. She asked for EIN for XXXX XXXX XXXX, which I provided. I shared with XXXX that I have documentation from My Fed Loan XXXX XXXX XXXX XXXX and XXXX company approval and PSLF counted payments for XXXX, and that I can provide this information. Was placed on hold for 30 minutes, then the call abruptly ended. 

On XXXX I uploaded documentation from My Fed Loan which demonstrated I made payments on loan 6 in XXXX and XXXX of XXXX. I requested a recount of my qualifying payments be completed and that all of my eligible payments were reflected in said count. 

I received a response on XX/XX/XXXX stating that a supervisor would call me to discuss the issue within 72 business hours. I was never called. On XX/XX/XXXX I wrote to Mohela stating that I had not been contacted by a supervisor. I received a response saying I would be contacted within 72 business hours. 

On XX/XX/XXXX I called to request to speak with a supervisor. I initially spoke to XXXX who ignored my request to speak to a supervisor. She investigated my loan account and told me the reason my XXXX & XX/XX/XXXX payments do not count on PSLF is because the payment update request I submitted to My Fed Loan in XXXX listed my XXXX XXXX XXXX and XXXX employment end date on XX/XX/XXXX, but the document was signed on XX/XX/XXXX. Again, I referred to the documentation I submitted from MyFed Loan stating my loan payments from XXXX qualify for PSLF via my full-time employment with XXXX XXXX XXXX and XXXX XXXX She stated this document is not adequate and I need to submit documentation from XXXX XXXX XXXX and XXXX that is singed the last day of my employment with that company. I then asked to be transferred to a supervisor. I was then on hold for 40 minutes before calling back and asking to speak with a supervisor. I initially spoke to XXXX, who stated she was transferring me to a supervisor. I then spoke to XXXX, who shared she was not a supervisor. I asked to speak to a supervisor. I was then placed on hold for XXXX minutes at which point I had to hang-up to attend to my work at a childrens hospital. 

In summary, I have been told loan 6 has a differing payment count because of an in-school deferment, because only the page of verification came from My Fed Loan was missing, and finally because the date a payment update request that I sent in XXXX was allegedly incongruent. This appears to be bureaucratic incompetence at best and volitional corruption at worst. 

I need the assistance of the CFBP to communicate with Mohlea and have my PSLF payment counts reflect the time I have worked full time. 

Thank you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief