Consumer complaint received 2025-02-28 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: CA

Complaint narrative:
On XX/XX/XXXX, I consolidated my student loans due to the guidance of the XXXX administration for the PSLF program. However, the payments made to my loans prior to consolidation were not transferred to my consolidated loans. On XX/XX/XXXX, I submitted my PSLF form proving 10 years of payment and working at a non-profit. I thought that they would look at my full picture of my previous loans and my consolidated loans to see that I had made over XXXX payments. In XX/XX/XXXX, I called Federal Student Aid ( FSA ). I was told that all accounts were being reviewed and to call back in XX/XX/XXXX. In XX/XX/XXXX, I called Federal Student Aid again. I was told that they were still going through accounts and to call in XXXX. On XX/XX/XXXX, I submitted a complaint to FSA. They closed the complaint without any resolution. On XX/XX/XXXX, I also submitted a PSLF Resonsideration Request. Again, I did not have any resolution. On XX/XX/XXXX, I called FSA again. This time they told me to call my student loan servicer. I called Mohela, but due to long weight times ( over XXXX hours ), I was unable to get in touch with someone before they closed. I called Mohela on XX/XX/XXXX. I spent XXXX hours on hold. They told me that they were unable to fix the problem. They said that my previous loans were marked as " cancelled, '' but they were supposed to be coded as " paid through consolidation. '' They said that they didn't consolidate my loan. So I would need to speak with XXXX. On XX/XX/XXXX, I called XXXX. The person I spoke with said that she didn't have the power to change how my loan was coded, but that she would submit a ticket to their loan consolidation group. They were supposed to call me back. I never received a call, so I called XXXX back on XXXX, XXXX, XXXX. The person I spoke with said that a ticket was never made, so she created a ticket and said that their loan servicing group would call me back. I never received a call back, so I called XXXX again on XX/XX/XXXX. The person that I talked with said that they don't handle loan consolidations and that they were just forward facing. She told me that I had to call FSA. I told her that I already spoke with FSA, but she said that there was nothing that XXXX could do. So after I hung up, I called FSA again. The person I spoke with said I needed to call Mohela. I told her that I had already talked with Mohela. I asked if I could speak with her XXXX. She said that they don't have managers and that I should submit a complaint. So on XX/XX/XXXX, I submitted another complaint. The complaint was closed and I received a generic message saying : " FSA is currently in the process of automatically applying Payment Count Adjustment credit across certain borrower accounts. '' I fulfilled my PSLF qualifications in XX/XX/XXXX. It is now XX/XX/XXXX and I still can not get any resolution. None of the companies say they have the power to fix the simple miscoding that was made.

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