Consumer complaint received 2025-05-07 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: GA

Complaint narrative:
As of XX/XX/XXXX, I have successfully completed XXXX payments towards XXXX loan repayment, continue to have active full time employment with a non-profit organization and have successfully met my XXXX  requirements for loan forgiveness. 
However, I am deprived of loan forgiveness because although XXXX of my XXXX consolidated loans are showing XXXX payments completed, XXXX of the XXXX consolidated loans is showing XXXX payments instead of XXXX payments completed. 
The XXXX payments is an error because since my consolidation loan disbursement on XX/XX/XXXX ( about 15 years ago ), I have made a single payment each month which is distributed among all three loans. The error is an omission on XXXX records/website where my account does not reflect my payment completed specifically for XX/XX/XXXX and hence, reflecting XXXX instead of XXXX completed payments. 
To be specific, the error is associated with my XXXX  account Loan XXXX or MOHELA account Loan XXXX DL Consolidated - Subsidized or XXXX  label account # XXXX. Please see the attached related documents. 
My Mohela Loan 1-01 DL Consolidated - Subsidized account accurately reflects the payment credit made for {$430.00} on XX/XX/XXXX. 
My XXXX XXXX XXXX account is missing my payment information for {$430.00} credited on XX/XX/XXXX by MOHELA. However, my other payments made to MOHELA for XXXX XXXX XXXX ( XXXX Loan XXXX DL Consolidated XXXX {$1100.00} ) and XXXX XXXX XXXX XXXX MOHELA Loan XXXXXXXX XXXX Consolidated - Unsubsidized {$1100.00} XXXX are accurately reflected by MOHELA 's records including the XXXX XXXX payment of {$2700.00} made for that specific month XX/XX/XXXX. 
For this reason, XXXX XXXX XXXX erroneously shows XXXX payments completed whilst XXXX XXXX XXXX and XXXX XXXX XXXX both show XXXX payments completed. 

Over the past 6 months, I have spoken via telephone inquiry to XXXX representatives on multiple occasions as well as submitted " reconsideration ' forms about the same issue as instructed but the problem has not been resolved. 
I have also spoken to MOHELA representatives who advised me that their records are/were accurate and depicted my payment credits as noted above and deferred me back to FSA to resolve the issue.

I sincerely hope FSA and/or MOHELA can dutifully resolve this count discrepancy and update my account to XXXX  payments completed instead of the now showing XXXX in order for me to be granted a timely XXXX  loan forgiveness otherwise I will continue to be subjected to a monthly XXXX auto payment of {$3200.00} now due on XX/XX/XXXX whereas I have already met and eligible for loan forgiveness since my recent payment on XX/XX/XXXX. 

I have attached evidence from my multiple account sources including my MOHELA accounts, XXXX accounts, XXXX accounts and bank statements to prove that I indeed made payment for XX/XX/XXXX. 

Thank you in advance for your urgent attention to this crucial matter.

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