Consumer complaint received 2024-04-07 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: TX

Complaint narrative:
I am requesting assistance in resolving ongoing issues with the servicing of my student loans. 

In XX/XX/XXXX, I proactively consolidated my loans to take advantage of the limited Public Service Loan Forgiveness ( PSLF ) waiver. However, due to a misunderstanding, it wasn't until XX/XX/XXXX that I was directed to submit the " Direct Consolidation Loan Request to Add Loans '' form ( XXXX No. XXXX ) to include XXXX additional loans in my consolidation request. After several communications, I received confirmation that my request had been forwarded to XXXX XXXX as directed by the Department of Education. Subsequently, on XX/XX/XXXX, I was informed that my request would be processed. Although there were unforeseen challenges, including delays in processing and errors in loan forgiveness and it did take a significant amount of energy and time, I believed these had been resolved and the loans were consolidated. However, several outstanding issues remain. 

In XX/XX/XXXX, I observed my account reflecting a {$0.00} balance and my account included a note indicating that my loans were discharged as of XXXX of last year ( XX/XX/XXXX ). However, shortly after inquiring about this alert, the balance was reinstated without explanation, and all payment counts and PSLF details were removed from my account. I received several unclear communications from Mohela, including a message indicating that my loan was ~~unconverted~~ implying a sale or transfer of my loan, without further details. 

On XX/XX/XXXX, I received communication from MOHELA stating that my payment counts have been recalculated. While this is a positive step forward, upon review, I noted that some payments and IDR credits for forbearance are missing from my account between XX/XX/XXXX and XX/XX/XXXX. By my count, there should be qualifying payments for 68 months and qualifying waivers for an additional 34 months. These payments were made to XXXX XXXX, and I possess bank statements as evidence for several of these years. 
I have attached the student aid data file downloaded from studentaid.gov, which outlines the payments and waivers I believe should be credited to my account. 

While I am very grateful for the steps taken this far, I still have concerns given that my question to MOHELA on XX/XX/XXXX has not been responded to and the new recounts are incorrect. Since I should be well past the XXXX mark for forgiveness and given the length of time it has taken to correct these issues through no fault of my own, I am requesting immediate escalation of my case to a senior resolution team for a comprehensive review. 

I am attaching a copy of my most recent message I sent to MOHELA today, as well as the supporting documentation I provided. I would appreciate it if my account could be placed in administrative forbearance until these matters are fully resolved. This would provide peace of mind and allow us to focus on finding a solution without the added stress of impending payments. 

Thank you for your attention to this matter. I look forward to your positive response and a collaborative effort to reach a satisfactory resolution. Should you require any additional information, I can be reached at XXXX or by email at XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief