Consumer complaint received 2025-02-24 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: WA

Complaint narrative:
In XX/XX/XXXX I was made aware of a one-time special PSLF program where years of service could wipe out the loans if you had greater than 10 years. Two of my classmates and colleagues successfully had their loans ( upwards of XXXX each ) forgiven in a matter of months. At the time, PSLF and all my loans which are a combination of undergrad loans from early XXXX 's to recent doctorate  program loans were getting transferred to MOHELA. The student aid website said the first thing to do was to consolidate my loans into a SAVE plan which I applied for in XX/XX/XXXX. That same day I submitted 4 PSLF applications to employers : 2 at the University XXXX Washington ( because two of my 18 years as a XXXX XXXX XXXX  there I was in XXXX  so they processed it differently ), one at XXXX XXXX, and one at XXXX XXXX XXXX. I started one for XXXX but never had it signed because I didn't need the years of service as with all of those it was many more years than I needed. When I submitted everything, I got emails once the employers had signed and the emails confirmed they were approved and getting processed. I also thankfully have a hard copy of the ones from XXXX at least because they sent me a copy of the form AND signed it electronically. Then I received an email from studentaid.gov saying nothing more to do ; everything went through and I just wait for the loan consolidation process and PSLF to finish processing. So I waited and waited. Then around XX/XX/XXXX I received an email saying there would be a transition of PSLF processing from MOHELA to studentaid.gov. I immediately called worried that my applications being in process would be affected. The agent assumed it would not and they said everything would get transitioned over from mohela to student aid and that during the transition they will be off line until I think they said XXXX. So I kept waiting. In XXXX I went to check thinking that it is taking a super long time and my colleges did not have to wait so long but when I went to check all my PSLF applications were gone. It was showing nothing. I spent 2 hours on hold with student aid who said they can't see anything and to file a complaint, which I did and will include their response in my documents. Student aid said there was a known glitch where people who applied for PSLF prior to XXXX, some of their information isn't showing up and that it would be fixed in XXXX ( see document showing this response ). Mohela, said they CAN see all my applications and that it must not have transferred over to student aid. I asked if they could please send them over to student aid as they have all the records because student aid can't see them and they said " no ''. I asked if they could at least send them to me then and they said no. Now I can not get ahold of anyone from Mohela and the people responding from student aid don't seem to understand the situation or gravity. Because of the processing delay ( which I believe in my heart was done on purpose so it didn't go through in time ) I now have not had any of my loans forgiven and it's been over a year! I followed all the steps, did everything I was supposed to do. I can't get anyone from MOHELA or student aid to help me. I have emailed multiple times and called as well. Just this last Friday I was on hold for XXXX XXXX with MOHELA and no one ever answered. I also have questions about my loan being consolidated into an income-driven plan and what that means but I can't get through to anyone. Today I called first thing and selected the " receive a call back '' and never received a call back. I can verify all of this with phone records as well. When I called around XXXX I asked to speak with supervisors and they said I couldn't that none were available. I have provided copies of the documents supporting what I'm saying to them in complaint forms as well. I don't know what else to do. I have spent probably XXXX XXXX  of my time trying to fix this situation and get help. I have given my entire adult career ( over 19 years now ) in public service to our communities and I am beyond frustrated and feel betrayed by the system that is supposed to support learners and community public servants. I finally came across a forum of others who have had similar issues and they suggested I reach out to CFPB for help.

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