Consumer complaint received 2026-05-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: PA

Complaint narrative:
COMPLAINT XXXX : CFPB ( Consumer Financial Protection Bureau ) File at : XXXX XXXX XXXX Product : Student loan Sub-product : Federal student loan servicing Company : MOHELA ( Missouri XXXX XXXX XXXX XXXX XXXX Complaint Narrative I am filing this complaint against MOHELA ( Missouri XXXX XXXX XXXX XXXX XXXX for failure to provide basic account information despite repeated requests, and for the harmful financial impact of a servicer-imposed administrative forbearance I never requested. I hold two Direct Consolidation Loans ( account suffixes XXXX XXXX and XXXX XXXX ), consolidated in XXXX, with a combined balance of approximately {$92000.00} at 5.5 % interest. I have been enrolled in income-driven repayment plans for the majority of the XXXX years since consolidation. PROBLEM XXXX : MOHELA REFUSES TO PROVIDE MY QUALIFYING PAYMENT COUNT On or around XX/XX/XXXX, I submitted a formal written complaint to MOHELA requesting XXXX specific pieces of information : ( XXXX ) the total number of qualifying payments credited toward XXXX forgiveness for each loan, ( XXXX ) whether the XXXX IDR account adjustment has been applied to my account, ( XXXX ) which forgiveness timeline applies to my loans ( XXXX or XXXX ), and ( XXXX ) whether months in XXXX administrative forbearance count toward forgiveness. MOHELA responded on XX/XX/XXXX with a form letter that answered none of my first XXXX questions. They directed me to the Department of Education and provided generic links to studentaid.gov. I have also attempted to obtain this information through multiple phone calls, and no representative has been able to provide my qualifying payment count. I have been in repayment for approximately XXXX years. My estimated payoff dates on MOHELA 's system show XXXX and XXXX roughly XXXX to 30 years after consolidation. If I am on a XXXX or XXXX IDR forgiveness track, these dates make no sense and suggest my account has not been properly adjusted. PROBLEM XXXX : INTEREST ACCRUED DURING INVOLUNTARY FORBEARANCE THAT DOES NOT COUNT TOWARD FORGIVENESS MOHELA placed my account into SAVE Administrative Forbearance effective XX/XX/XXXX through XX/XX/XXXX approximately XXXX months due to litigation I had no part in. I did not request this forbearance. MOHELA has confirmed that time spent in this forbearance does not count toward IDR or PSLF forgiveness. However, the Department of Education ended the 0 % interest rate on XX/XX/XXXX, meaning interest accrued on my {$92000.00} balance at 5.5 % from XX/XX/XXXX through XX/XX/XXXX approximately 8 months totaling roughly {$4200.00} in interest. To summarize : I was placed in a forbearance I did not request, that forbearance does not count toward my forgiveness timeline, and I was charged approximately {$4200.00} in interest during that period. I lost 20 months of progress toward forgiveness and gained {$4200.00} in additional debt through no action of my own.

Company response to consumer: Untimely response