Consumer complaint received 2025-01-07 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: NY

Complaint narrative:
One of my four Loans, a Direct Loan ( XXXX XXXX  LOAN {$9100.00} Remaining ), that was paid monthly through an eligible IDR plan, is showing the wrong count for PSLF. It currently shows 90 payments. The other 3 loans show the correct count ( currently 112 ). All 4 of my loans were paid on the same exact schedule, on the same payment plan.

Throughout the time outlined below, I also contacted FSA directly many times to try and get a resolution. I was sent to Mohela who could not help, told incorrect information, or told to submit a complaint or reconsideration case. 

XX/XX/XXXX XXXX Feedback Case # XXXX This case was closed and I was sent XXXX  information that did not address my problem. 

XX/XX/XXXX FSA Feedback Case # XXXX FSA closes the case and responds on XX/XX/XXXX to tell me that Your inquiry has been referred to MOHELA for additional research. Please allow up to 30 business days for MOHELA to review further. I never heard from Mohela. I tried calling several times and was finally told this loan was in deferment during the period in question but this is incorrect. I was in an IDR plan and my monthly payments went to all 4 of my Direct loans. They send me back to FSA. 

XX/XX/XXXX XXXX XXXX # XXXX XXXX a third case with XXXX. They mis-categorize the problem and this case is closed without resolution. 

XX/XX/XXXX XXXX XXXX # XXXX I make a new case. This case remains open after more than a year but has not been fully resolved. Last year the PSLF count was partially updated but I am still missing counts from XXXX on that one loan.

I finally tracked down most of my payments on this loan, not easy to do. I get proof covering payments XXXX. I get my bank statements for the period XXXX, showing automatic payments to my two loan servicers during all of these months, and start attaching them but then get locked out of adding attachments ( I should have put them all in one PDF, my mistake, but there was no warning that there was a limit ). I get this response : We received your inquiry and its not clear what your question is or what issue you may be experiencing. Please provide us with a more detailed explanation of your concern and we will respond to your inquiry as appropriate. I add another explanation. No response. 

XX/XX/XXXX submitted PSLF reconsideration request with proof of payments from XXXX. Response : we did not process your request because your account reflects the changes you requested. This is not true. 

I finally get proof of payments from XXXX for those remaining months. Now I have proof of payments through XXXX and XXXX for all the months missing counts, as well as bank statements showing my automatic loan payments during all of these months, but I am locked out of adding more attachments to my open case. I again explain my case in comments. No response yet. 

XX/XX/XXXX I send a letter to the Ombudsmen, detailing the problem and attaching hard copies of XXXX, XXXX, and bank account statement proof that I made these payments. I know it has not been that long, but I have not heard back and I have been working on this for more than a year and a half. XX/XX/XXXX should have been my 1

20th month and I need to get this problem resolved before I can do a buyback request.

This is a separate issue that also needs resolution : the Mohela transition time should be an admin forbearance that counts towards PSLF but it is showing as ineligible for XXXX, XXXX, XX/XX/XXXX on the 3 loans that are otherwise showing the correct PSLF counts. Weirdly the 4th loan, that otherwise has an incorrect count, shows XXXX and XXXX as eligible.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation