Consumer complaint received 2024-09-17 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: CT

Complaint narrative:
Changes were made to PSLF process to help more individuals qualify. In order to do so individuals were required to reconsolidate and transfer loans to qualifying servicers which I did in XXXX, XXXX, transferring my loans from XXXX. My loans were eventually transferred to MOHELA. I had been current in paying loans from XXXX until loans were put on hold in XXXX due to the pandemic. I submitted all employer qualification forms which totaled over 120 payments ( the requirement to receive loan forgiveness ). They provided a count of 107, missing 55 payments. Since approximately XXXX, XXXX, I have been calling every three months to resolve the issue. Each time, I've received varying answers and told I needed to wait 90 days for the payment count to be updated, which it never was. They have requested additional information such as a missing EIN number, or proof of missing payments which was provided and still without resolution. Most recently, changes were made to all existing student loan accounts and account information was not available until transitions were made in approximately XXXX, XXXX. I called on XX/XX/XXXX to once again request a review of the incorrect counts and was told I would need to submit a " reconsideration request '' to have my counts looked at as below which details the time frames : Reconsideration Request submitted XX/XX/XXXX : " There are two separate time frames within this block of time that have not been included in the total PSLF count. The first is XXXX, XXXX- XXXX, XXXX. Then the count starts but there is another gap from XXXX, XXXX- XXXX, XXXX. These blocks of time were periods where I had maintained employment with employers and have submitted and qualified for PSLF. I have been attempting to resolve this issue for approximately two years, calling Mohela approximately every three months. I was asked to submit a record of payments to prove I made payments and have done so. Each time I have called I was informed it would be reviewed, put into forbearance when necessary, and then the issue was not resolved. My count sits at 107 but there are approximately 55 payments not accounted for. '' I called MOHELA back on XX/XX/XXXX and was told it would take 45 days for a decision. At that point my loans had gone back into payment and I was being billed monthly. I requested forbearance while I was waiting for resolution. I called MOHELA again today and was informed the reconsideration request was declined and that I should have resubmitted a new PSLF application in XXXX, XXXX, and that I now need to submit a new PSLF application. So rather than resolving the issue, I'm being asked to submit a new application. I started that application today. I do not understand all of the requirements and believe they are so complicated that it is next to impossible to actually utilize the PSLF program. 

I have made multiple requests to escalate my request without success. I called MOHELA twice today and received two different answers about speaking with a supervisor. I was told the first time that no one was available, supervisors do not return calls, and that I would need to call back again at another time to see if someone is available. I then called again while trying to complete the form and was told a supervisor will be given my phone number and they would have someone call me.

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