Consumer complaint received 2024-01-19 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: AZ

Complaint narrative:
I am having issues with Mohela and Public Student Loan Forgiveness ( PSLF ). I have been a XXXX XXXX XXXX in XXXX for XXXX  years. I have taken out student loans to further my education and move up the pay scale as a XXXX  in XXXX. This is the only way to earn more money as a XXXX in the state of Arizona. The Department of Education, under Biden 's administration, implemented a PSLF waiver in early XXXX to help public servants gain years of credit toward complete student loan forgiveness under the PSLF program. Mohela ( and the Dept of Education ) refuses to count 2 and a half years of payments I made toward my student loans, from XXXX XXXX XXXX XXXX XXXX XXXX need 120 payments to obtain complete student loan forgiveness. I should already have more than 120 payments. 

If the Mohela and the DOE  would count my student loan payments during the years of XXXX XXXX XXXX XXXX, I would have significantly more than the 120 payments needed on my PSLF tracker right now. I would qualify for loan forgiveness immediately! However, the DOE and Mohela will not count these years of payments. I have called Mohela every month ( since XXXX XXXX ) to find out why these months are not being counted toward PSLF. I am on hold for hours EACH time I call. Every Mohela representative I speak to tells me something different each time I call. The Mohela reps have absolutely NO idea what they are doing. Most reps I speak to are completely incompetent and they seem to make stuff up because they don't know what else to say and have no idea what to do. Some days I call Mohela, and I get disconnected with no call back. It is beyond frustrating! When I call the Department of Education, they have no idea what they are doing either. No one can give me any answers! I do not know what else to do or who else to contact. 

The representatives Ive spoken to at Mohela tell me that they can see in my account history that I did, in fact, make payments during those years. The Mohela representatives dont know why these years are not included on my PSLF tracker. They tell me something different EVERY time I call. I was in repayment status during the years of XXXX XXXX XXXX XXXX, but no one will give me credit for these years of payments! The Department of Education will not give me answers either. 

I have already made more than 120 months of student loan payments needed for Public Service Loan Forgiveness, but Mohela will NOT count 2 and a half years of payments I made. I even have sent in my bank statements to show them that I made payments in XXXX, XXXX and the first part of XXXX! Meanwhile, I had to start making large student loan payments back in XX/XX/XXXX because every representative I speak to is incompetent and I never get accurate answers. I just need answers and I need to know why they refuse to give me credit for 2 and a half years of payments that I made. My student loans should have already been forgiven. Everyone else I know who started this process when I did, has already had their loans forgiven MONTHS ago!

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