Consumer complaint received 2026-01-30 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: IL

Complaint narrative:
I am filing this complaint regarding a failure to properly report corrected loan status information to Federal Student Aid, which is preventing me from receiving Public Service Loan Forgiveness despite meeting all program requirements. BACKGROUND : I worked full-time for a qualifying nonprofit employer for 11 years ( XX/XX/XXXXXXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) and made consistent payments toward PSLF. During graduate school ( XX/XX/XXXX- XX/XX/XXXX and XX/XX/XXXX- XX/XX/XXXX ), I was automatically placed in " deferment '' by my loan servicer without my consent. I continued making full payments during this time, but those 17 months were marked as ineligible.

THE CORRECTION : On XX/XX/XXXX, Mohela completed an update to my account reflecting that my loans have been in continuous repayment since XX/XX/XXXX. I received official written confirmation from Mohela dated XX/XX/XXXX. 

THE PROBLEM : Despite Mohela 's correction, Federal Student Aid 's records ( via StudentAid.gov and the XXXX XXXX XXXX XXXX XXXX ) still show those periods as deferment/forbearance. My PSLF qualifying payment count remains at XXXX instead of the XXXX I have actually made.

When I contact FSA, they say they are waiting for updated information from the servicer. When I contact MohelaXXXX ( who reports to XXXX ), they say they have reported the

information and FSA needs to update their system. I am caught in a loop between agencies with no resolution. TIMELINE OF EFFORTS : Since XX/XX/XXXX, I have : - Filed multiple feedback complaints with FSA ( Case # XXXX, # XXXX ) - Submitted two PSLF reconsideration requests ( Case # XXXX ) - Contacted the FSA Ombudsman - Made over 30 documented contacts with FSA, Mohela, and XXXX  - My XX/XX/XXXX reconsideration shows " escalated '' status but remains unresolved IMPACT : I am no longer employed by a qualifying nonprofit but continue making payments on a {$34000.00} balance that should be forgiven. I have been waiting XXXX months for resolution of what is essentially a data synchronization issue between Mohela , XXXX , and FSA.

DESIRED RESOLUTION : I am requesting that Mohela and XXXX provide documentation confirming exactly what payments were made on my account, the amount information was reported to the XXXX XXXX XXXX XXXX XXXX and when, so the discrepancy can be identified and corrected. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - KEY DATES TO REFERENCE -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - - XX/XX/XXXX : First feedback complaint filed with FSA  - XX/XX/XXXX : PSLF Reconsideration Case # XXXX submitted - XX/XX/XXXX : Mohela corrected account status - XX/XX/XXXX : Mohela confirmation letter received - XX/XX/XXXX : Second reconsideration submitted ( currently " escalated '' ) - XX/XX/XXXX : XXXX confirmed they report to XXXX weekly but can not say when FSA will update

Company response to consumer: Untimely response