Consumer complaint received 2024-12-11 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: OH

Complaint narrative:
My name is XXXX XXXX. I am a teacher at a rural school district. I have taught in low-income qualifying districts since XXXX. I have been seeking Public Service Loan Forgiveness for my XXXX consolidated federal loans totalling nearly {$55000.00} since speaking to Mohela in XX/XX/XXXX. Over the past year, I've spent hours with customer service representatives struggling to make sense of my account. I have an advanced degree, manage my finances closely, and yet I'm struggling to make sense of the communications I've received from Mohela. I'm begging for your help to resolve my issues. 


I've included a timeline of my issues below : XX/XX/XXXX- Spoke to Mohela after XXXX of my loans reached 120 qualifying payments for PSLF. I was advised to consolidate my loans to reach PSLF forgiveness thresholds for all of my student debt. I was also advised to request an IDR payment plan to have little to no payments on these loans during the PSLF process. I did all of these things as advised by Mohela. 


XX/XX/XXXX - Loans were consolidated into XXXX  loans. No IDR payment plan was put in place. I called Mohela and was told it would take time to process the IDR application. My loans would be placed in forbearance while we waited for the form to process. 


XX/XX/XXXX - My IDR application was sitting dormant on the Mohela site. I submitted another ( XX/XX/XXXX ). I again called Mohela and was told to be patient. I was again placed in administrative forbearance awaiting the form to be processed. 


XX/XX/XXXX - XX/XX/XXXX - AT LEAST monthly phone calls placed to Mohela to check on the process of the IDR application and PSLF and to again place my loans in administrative forbearance while Mohela processed my applications. I also submitted new IDR applications in an attempt to get attention on my account ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). 


XX/XX/XXXX - XX/XX/XXXX - In this span of time, I received emails from Mohela saying the following conflicting statements : My loans were placed in forbearance Payment is due soon Repayment schedule change Repayment schedule change ( again ) Important Account Information - 60 day forbearance on loans XX/XX/XXXX - email in the online platform - Both loans will be in forbearance XX/XX/XXXX - Friendly Payment Reminder ( loan past due- which was stated to be in forbearance days earlier ) PSLF Forms were submitted on a monthly basis from XX/XX/XXXX through XX/XX/XXXX. I have consistently been told by Federal Aid that Mohela must place me in PSLF forbearance. Mohela tells me that Federal Aid must place me in PSLF. I have submitted XXXX COMPLAINTS against Mohela for delaying the process, misleading customers on XXXX, and closing IDR and other requests without processing them appropriately. 


Most recently I filed a complaint of the following : XX/XX/XXXX Original message : I'm requesting a PSLF Forbearance on my two loans effective immediately. I have a PSLF count of XXXX qualifying payments. According to the Federal Aid website, I am able to request PSLF Forbearance myself. This is quoted from Federal Student Aid ( XXXX XXXX XXXXXXXX ) as saying, " Additionally, if you believe you are at 120 qualifying payments but the updates are not yet reflected in your XXXX account, you may contact your federal student loan servicer directly to request a forbearance. '' Therefore, I'm requesting an administrative PSLF forbearance as noted. 


Can you see how it is difficult for anyone to follow the disjointed communication and directives from Mohela? I do not know how to proceed, but I feel as though Mohela is giving false information to delay the processing of my loan forgiveness until new administration takes the Presidency and removes PSLF options. I am begging you to help. 


Thank you for your time, XXXX XXXX XXXX XXXX

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