Consumer complaint received 2026-01-20 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: CA

Complaint narrative:
I am filing this complaint regarding my federal student loan servicer, MOHELA, for ongoing failures to properly credit qualifying payments under the Public Service Loan Forgiveness ( PSLF ) program, despite repeated submissions of required documentation and full compliance on my part. 

I have worked continuously for qualifying nonprofit employers since XXXX and have made qualifying student loan payments for over XXXX years toward PSLF. I have submitted Employment Certification Forms ( ECFs ) for my nonprofit employment from XXXX onward multiple times, including at least twice within the past year. These employers were previously certified and approved as qualifying employers and currently appear as certified and qualifying on my PSLF dashboard. 

For several years, MOHELA maintained my qualifying payment count at approximately XXXX payments, despite my having submitted complete and certified employment documentation covering additional qualifying periods. After repeated follow-ups and requests for review, MOHELA eventually updated my count to XXXX qualifying payments. However, this update remains incomplete and incorrect. 

Based on my documented qualifying employment and payment history including periods already certified by MOHELA my correct qualifying payment count should exceed XXXX payments, making me eligible for PSLF forgiveness. I documented these discrepancies in detail in a written letter to MOHELA in XX/XX/XXXX, yet my count has still not been fully corrected. 

MOHELA has repeatedly blocked progress on my PSLF approval by : - Refusing to fully update my qualifying payment count despite having complete, certified documentation - Requiring me to repeatedly recertify past employers that were already certified and approved - Informing me that I must recertify all employers every year, even for periods that have already been certified multiple times, which imposes an unreasonable and unnecessary burden on me and on my past nonprofit employers who have already completed these certifications - Rejecting my written correspondence regarding payment count corrections by stating that my correspondence was considered frivolous or irrelevant ( see attached documentation ) - Creating ongoing administrative barriers that prevent my PSLF count from being accurately reviewed and updated I have complied with all PSLF requirements, submitted documentation in good faith, and maintained continuous qualifying employment and payments. MOHELAs actions have unfairly delayed or obstructed my loan forgiveness eligibility and have caused significant stress, uncertainty, and administrative burden. 

This reflects a pattern of unreasonable servicing conduct, including failure to accurately maintain records, improper delay or denial of borrower benefits, and ineffective dispute resolution. I have upheld my obligations under the PSLF program and expect the servicer to do the same.

Company response to consumer: Untimely response