Consumer complaint received 2025-01-04 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: MA

Complaint narrative:
Dear Members of the Consumer Financial Protection Bureau, I am writing to lodge a comprehensive and urgent complaint against both the U.S. Department of Education and its loan servicer, Mohela, concerning the persistent and unresolved issues I have encountered with the Public Service Loan Forgiveness ( PSLF ) program. I have followed all requirements and instructions in good faith, yet I continue to face inordinate delays, inconsistent communication, and a lack of meaningful progress. The ongoing situation has not only caused me undue stress but has also jeopardized the timely forgiveness of my student loan debt. Below is a detailed summary of the problems I have encountered and the steps I have taken, to date, in seeking resolution : 1. PSLF History Program Enrollment : At the direction of my loan servicer, I enrolled in the SAVE repayment plan, meticulously adhering to every requirement.

Stuck at 118/120 Payments : Due to a forced forbearance, I am now unfairly stuck at 118 qualifying payments, just two short of the required 120 for PSLF.

PSLF Certification Update : I updated my PSLF certifications through XX/XX/XXXX, which would have covered my 120 payments if I had been able to make them. All these certifications were approved.

2. Issues with Loan Forgiveness IBR Application : I applied for Income-Based Repayment ( IBR ) in XX/XX/XXXX ( as soon as applications reopened ), yet my application remains inexplicably pending as of today.

Multiple Complaints to the U.S. Department of Education : I submitted several complaints in Fall XXXX but received only generic, boilerplate responses. One of my complaints was closed without my consent and without any concrete resolution.

White House Complaint : I filed an additional complaint with the White House in XX/XX/XXXX, only to receive another form letter offering no substantive action or assistance.

Thought about loan forgiveness issues and complaints for a few seconds Dear Members of the Consumer Financial Protection Bureau, I am writing to lodge a comprehensive and urgent complaint against both the U.S. Department of Education and its loan servicer, Mohela, concerning the persistent and unresolved issues I have encountered with the Public Service Loan Forgiveness ( PSLF ) program. I have followed all requirements and instructions in good faith, yet I continue to face inordinate delays, inconsistent communication, and a lack of meaningful progress. The ongoing situation has not only caused me undue stress but has also jeopardized the timely forgiveness of my student loan debt. Below is a detailed summary of the problems I have encountered and the steps I have taken, to date, in seeking resolution : 1. PSLF History Program Enrollment : At the direction of my loan servicer, I enrolled in the SAVE repayment plan, meticulously adhering to every requirement.

Stuck at 118/120 Payments : Due to a forced forbearance, I am now unfairly stuck at 118 qualifying payments, just two short of the required 120 for PSLF.

PSLF Certification Update : I updated my PSLF certifications through XX/XX/XXXX, which would have covered my 120 payments if I had been able to make them. All these certifications were approved.

2. Issues with Loan Forgiveness IBR Application : I applied for Income-Based Repayment ( IBR ) in XX/XX/XXXX ( as soon as applications reopened ), yet my application remains inexplicably pending as of today.

Multiple Complaints to the U.S. Department of Education : I submitted several complaints in Fal
l XXXX but received only generic, boilerplate responses.

One of my complaints was closed without my consent and without any concrete resolution.

White House Complaint : I filed an additional complaint with the White House in XX/XX/XXXX, only to receive another form letter offering no substantive action or assistance.

3. Loan Forgiveness Buyback for Missed Payments First Buyback Application ( Case # XXXX ) : Filed on XX/XX/XXXX, when the buyback process first opened.

I was informed that the application is in process and that additional information had been requested from Mohela. No clear timetable or update was provided.

Second Buyback Application Request ( Case # XXXX ) : Filed on XX/XX/XXXX, to address the same unresolved issues.

As of this morning, it remains pending and appears to have received no substantive review or response.

4. Additional Complaints and Lack of Communication Complaint filed on XX/XX/XXXX ( Complaint # XXXX ) : I was told I would receive a response within 15 days. This deadline has lapsed without any communication or resolution from the U.S. Department of Education or Mohela.

The complaint remains in limbo with no indication of progress.

Additional Outreach Efforts In an effort to explore every possible avenue for assistance, I also contacted Senators XXXX XXXX and XXXX XXXX in the Fall of XXXX. While both offices have been supportive and sympathetic to my situation, they cautioned that the U.S. Department of Education has historically been slow to respond, and that any formal request from their offices could potentially take over 40 weeks to process. This prolonged timeline further highlights the systemic delays and challenges I continue to face, despite diligently meeting all PSLF requirements and making repeated attempts at resolution. 

5. Persistent Issues with Mohela Over the past several months, I have placed no fewer than ten phone calls to Mohela seeking clarification and resolution. Unfortunately, each conversation has only resulted in vague assurances that my cases remain in process, and I have repeatedly received conflicting information from different representatives. The situation reached a point in XX/XX/XXXX where I was on a three-way call with both Mohela and StudentAid simultaneously, yet even then, no actionable resolution was offered. I specifically requested that my file be noted during this call, but I have seen no improvement in communication or progress since. Despite my compliance with every requirement and my diligence in providing all requested documentation, Mohelas delays and lack of meaningful updates have undermined the urgency and significance of my situation.

6. Specific Concerns Prolonged Entrapment in a Broken System : Despite having not only met but exceeded the required number of months in public service, I remain unjustly stuck two payments short of PSLF eligibility. The absence of clear guidance on whether I can finalize these last payments through payment count adjustments, transitioning to an IBR plan, or buyback options has effectively trapped me in a system that fails to deliver the relief I have rightfully earned.

Poor Communication : The responses from both the U.S. Department of Education and Mohela have been vague, generic, and ultimately unhelpful, neglecting to address my core concerns about completing these final steps toward loan forgiveness.

Unresolved Cases : Multiple cases related to loan forgiveness, PSLF certification, and buyback applications remain in limbo, even though I have meticulously followed all necessary procedures and provided ample documentation.

Lack of Accountability : No clear escalation path or effective means of checking my applications status has been offered. This has left me without any recourse for seeking a timely resolution, despite my consistent efforts to comply with every requirement.

Unmet Deadlines : Both the U.S. Department of Education and Mohela regularly exceed their own stated timelines without explanation or follow-up, further compounding the delays I face in obtaining the PSLF relief I have diligently worked toward.

Conclusion Taken together, these issues have caused profound and ongoing hardship, preventing me from achieving the loan forgiveness I have rightfully earned through dedicated public service. I have more than satisfied the programs requirements, yet remain trapped just shy of loan forgiveness, with no clear path to finalize my remaining payments. Despite my repeated attempts to secure claritythrough multiple calls, formal complaints, and careful submission of all required documentsthe responses I have received from both the U.S. Department of Education and Mohela are insufficient and fail to address the core problems. I urgently request your immediate intervention to break this cycle of delays, resolve my outstanding cases, and ensure that I am granted the PSLF relief I have diligently worked to attain. 

Respectfully, XXXX XXXX

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