Consumer complaint received 2024-05-15 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: FL

Complaint narrative:
I am writing to bring to your attention and receive help about a concerning discrepancy I have encountered with my XXXX XXXX XXXX XXXX ( XXXX  ) tracker and MOHELA. I have diligently been monitoring my progress towards loan forgiveness, and I recently noticed a significant error that has left me confused and anxious about my future eligibility. 

Originally, as of XX/XX/XXXX, the XXXX tracker indicated that I had XXXX qualifying payments left before achieving loan forgiveness. However, to my surprise, my most recent the tracker now reflects that I have XXXX payments remaining, despite sending this corresponds numerous times to MOHELA. This discrepancy has raised considerable concerns, as I have been making consistent efforts to ensure the accuracy of my payments and stay on track with the XXXX program. 

In my pursuit of resolving this issue, I have taken the necessary steps to ensure my eligibility. I have submitted the XXXX form multiple times, as my employer, XXXX XXXX XXXX XXXX, does not facilitate electronic signatures and requires manual submission. I have been continuously employed as a XXXX teacher with XXXX XXXX XXXX XXXX XXXX XXXX start date in XX/XX/XXXX. Throughout my tenure, I have maintained an unbroken service record, without any interruptions or gaps in my employment. 


To provide clarity and support my case, I have attached the following documents : Email confirmations of past payments made from XXXX with XXXX XXXX XXXX XXXX 

This letter previously sent with XXXX forms every XXXX months for the past year. 

Previous correspondence from MOHELA stating XXXX remaining payments including the years XXXX. 



Based on my own calculations, I should have approximately XXXX qualifying payments remaining towards achieving loan forgiveness. I understand the importance of accurate tracking within the XXXX program, and I am committed to fulfilling all requirements in order to receive the loan forgiveness I have been working towards. 



Given the significance of this matter and the potential impact on my financial future, I kindly request your prompt attention and resolution of this issue. I am open to providing any additional information or documentation that may be required to rectify the error and ensure the accuracy of my XXXX tracker. 



I am grateful for your understanding and assistance in resolving this matter. Your guidance will provide much-needed clarity and peace of mind during this uncertain time. Please advise me on the necessary steps to rectify this situation and continue progressing towards my goal of loan forgiveness. 



I would like to also state the previous responses I have received when calling MOHELA about this concern. All have been mixed responses and have not been told to me with much confidence or validity. I have been told that I had to restart my payments because of a consolidation made in XX/XX/XXXX that I did not do and do not possess any documentation of such. In fact, I had a XXXX  baby that month and the world felt like it was ending because of XXXX XXXX. Consolidating my loans was not on my radar. Additionally, I have been told that I was in a forbearance for XXXX years, which is inaccurate. I was in a forbearance from XXXX XXXX XXXX only. I began making payments XX/XX/XXXX. I was also told that, tough luck, Ive seen this before and you just have to pick up from XX/XX/XXXX, it is what it is. This statement hit me like a ton of bricks. I cried endlessly for days feeling so defeated and sorry for myself because I tried so hard to make those payments and I have friends that will be forgiven in XXXX months and did the same as me. Same job as a XXXX XXXX since XXXX, same payments made, same servicers. I have also been told that my employment is not certified. This is also untrue, as I have been working for XXXX XXXX XXXX XXXX with no interruptions since XX/XX/XXXX. The same XXXX XXXX XXXX XXXX 



Thank you for your prompt attention to this matter. I look forward to your response and am available at XXXX XXXX XXXX or XXXX, XXXX for any further communication. 



Sincerely, 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