Consumer complaint received 2026-01-26 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: PA

Complaint narrative:
I am becoming increasingly frustrated with Mohela and the Department of Education regarding the processing of my Income-Driven repayment ( IDR ) plan request as well as my Public Service Loan Forgiveness ( PSLF ) payment count. I have been with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX since XX/XX/XXXX and have worked almost 13 years ; however, I am still struggling to earn forgiveness on my XXXX loans. I am requesting that you assist me with getting my PSLF payment counts updated as well as my IDR plan processed on my other loans. 

XXXXSLF Payment Count : I consolidated my XXXX loans on XX/XX/XXXX to take advantage of the Department of Educations PSLF loan count update. Once I consolidated my loans, it was determined I have 108 qualifying payments for these loans. Therefore, I would need 12 more payments ( 1 years worth ). When I applied for the consolidation program, I was approved for the Saving on a Valuable Education ( SAVE ) repayment plan. However, due to multiple lawsuits over the plan I was placed in administrative forbearances. I was advised that I could request the PSLF Buy Back program to make payments for this time. On XX/XX/XXXX I submitted this request since I was past the 12 additional months I needed to obtain forgiveness on my Consolidation loans. I have not received any response : IDR Repayment Request : Once it was determined that the SAVE plan would no longer be an option, I elected to reapply for the Pay As You Earn plan ( PAYE ) for my consolidation loan as well as the additional loans I know have in repayment for my XXXX XXXX. I applied for this repayment plan on XX/XX/XXXX and used the IRS data retrieval tool in order to expedite processing. I called Mohela on XX/XX/XXXX to ask for an update. The supervisor I spoke with on XX/XX/XXXX, XXXX XXXX ID : XXXX advised that there is no processing time frame ( although it has been 5 months and I used the IRS data retrieval tool ). In addition, I have been on processing forbearances while I wait for this plan to be applied, therefore I am not able to make qualifying PSLF payments. I called XX/XX/XXXX knowing my payments would be due for another processing forbearance since one was not automatically applied. The same supervisor also advised that the processing times for forbearances are 120 days. She then advised credit reporting wont happen until 90 days past due, of which I am already 1 day past due. When I initially called on XX/XX/XXXX, I was advised the processing time for the forbearance would be 10 business days. Now I am not only unable to make qualifying PSLF payments, but I am also unable to obtain a forbearance before my credit report may be affected ( I am well over XXXX ). 

Please review and respond as soon as possible. Again, I want to pay my student loans. I need to be on an affordable repayment plan that also counts for PSLF. I also want to opportunity to make up the payments I have been unable to make for the last 18 months so my consolidation loans can finally be forgiven under the PSLF program.

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