Consumer complaint received 2025-12-23 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: MN

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to request assistance regarding an issue with my federal student loan servicer, MOHELA, involving the retroactive application of an administrative forbearance and the removal of XXXX months of qualifying payments without notice. 
From XX/XX/XXXX ] through XX/XX/XXXX, I made all required monthly payments as reflected on my MOHELA billing statements, which explicitly indicated that payments were due. During this time, I also contacted MOHELA to confirm that I was not in an in-school deferment related to graduate coursework. I was expressly told that I was not in deferment and was advised to continue making payments in order to demonstrate that I was not taking advantage of any deferment status. I complied and made every payment during this nine-month period.

Recently, MOHELA informed me that those same nine months have now been retroactively classified as an administrative forbearance while my Income-Driven Repayment ( IDR ) application was being processed. I was never informedverbally or in writingthat I had been placed into an administrative forbearance during this period, nor was I advised that making payments would later be deemed irrelevant or non-qualifying.

MOHELA has since stated that the payments made during this period may be refu
nded and that I should apply for the buyback program through StudentAid.gov. However, when I requested written confirmation or documentation of the refund to ensure I could reliably use those funds for the buyback process, MOHELA informed me that they can not provide such documentation. I was further told that obtaining any documentation would require filing a request with their legal department and that there is no guarantee the refunded funds would be available in a timely manneror at allfor use in the buyback program.

When I summarized my understanding to the MOHELA representativethat I would be expected to forfeit nine months of qualifying payments with no notice, accept an uncertain refund with no written confirmation, and front money again for buyback with no guaranteethe representative confirmed that this was correct. 
This call was escalated to a supervisor identified as XXXX ( or XXXX ), ID # XXXX, who reiterated the same information. 
I am requesting the Ombudsmans assistance in reviewing MOHELAs actions, particularly : The retroactive application of administrative forbearance without notice Conflicting and inaccurate guidance provided by MOHELA representatives The removal of qualifying payments that were made in good faith based on servicer instructions The lack of written confirmation regarding refunds tied to the buyback process Additionally, I applied to the buy-back program 14 months ago and am repeatedly told that my case has been expedited with no result so far.

I have retained billing statements showing payments due and payment confirmations, as well as records of my communications with MOHELA. Mohela has confirmed that I requested not to be in deferment several times and has indicated that on XX/XX/XXXX, their representative filed the wrong form. This, I was told, does not matter as I was in an administrative forbearance. This was not communicated to me during any of the calls. 
Thank you for your time and assistance. I appreciate your review of this matter and any guidance or intervention you can provide. 
Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Untimely response