Consumer complaint received 2025-01-14 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: KS

Complaint narrative:
In XXXX I was placed in an involuntary forbearance due to account migration. I contacted Mohela and asked them if this would impact my payments for my public service loan forgiveness. I was informed to know that that would have no impact. I advised them I did not want to be placed in forbearance as my loan was due on the XXXX, the forbearance was placed on the XXXX, and the account migration should be done in plenty of time to be able to make my payment without incurring a late fee. Mohela agreed and said that I should be able to make my payment once the migration was done and that they would remove the forbearance. That did not happen. I submitted my PSLF forms which have been denied repeatedly because that XXXX payment has not been applied due to the forbearance that I was involuntarily placed that was unnecessary for my account. The letter received from Mohela informed me that This would have no impact upon my loan. Yet it has prevented me from public service loan forgiveness. I made my payment on XX/XX/year>. Thus my loans should be forgiven or in the process of public service loan forgiveness. On XX/XX/XXXX I contacted Mohela once again and their staff informed me that they would remove the forbearance for XXXX and XXXX in order for me to be allowed to be considered for forgiveness. That still has not happened. I've been repeatedly lied to by staff at Mohela. I've tried everything in my power to try to resolve this issue including requesting a reconsideration which nothing has happened with, requesting to be placed back into repayment so I could make my one payment in order to have my loans forgiven nothing has happened with it either. I have requested to buy back a month and that application has not been processed. I have also requested reconsideration of my payment counts and nothing has progressed with it. I have submitted at least 11 complaints to try to resolve this issue. I have made 122 payments on this loan. My loan should have been forgiven months ago I want this escalated to the Department of Education. Not to mention I have filed three complaints with the OIG. I have made numerous phone calls and contacted both the servicer and XXXX XXXX designated communication methods. 
As I have been actively trying to resolve this issue for 6 months. I am requesting immediate discharge of my student loans due to servicer misconduct and based upon the misconduct of The Department of Education Student Aid Department. Their website specifically states this account migration will not impact my loans ' forgiveness and yet it has due to the denial of the XXXX Payment for MOHELA 's involuntary placement of my account in forbearance. I have filed an OIG complaint that also includes screenshots of the Student Aid Website 's information about Mohela 's account migration. Along with proof of payment made with my bank statement, and a screen shot of payment counts from Mohela 's website. I'm tired of the constant delays and I've also disputed the debt with the credit bureaus.

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