Consumer complaint received 2026-06-10 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: AL

Complaint narrative:
Loan Servicer : MOHELA Former Loan Servicer : XXXX XXXX Employer : XXXX XXXX XXXX Employment Dates : XX/XX/XXXX Present Loans Entered Repayment : XX/XX/XXXX Current PSLF Count : 62 Qualifying Payments Current Ineligible Count : 16 Payments Subject : Request for Review of PSLF Payment Count, Servicing Errors, Administrative Forbearances, and Delayed Processing I am requesting a formal review of my Public Service Loan Forgiveness ( PSLF ) account, payment count, and loan servicing history. I have been employed full-time by XXXX XXXX XXXX XXXX XX/XX/XXXX, and my federal student loans entered repayment in XX/XX/XXXX. I have continuously maintained qualifying public service employment and have diligently complied with PSLF requirements. My account currently reflects 62 qualifying PSLF payments and 16 ineligible payments. The following months are listed as ineligible : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX through XX/XX/XXXX Additionally, XX/XX/XXXX through XX/XX/XXXX is currently listed as " Employment Not Certified. '' I submitted a PSLF certification form in XX/XX/XXXX and resubmitted a PSLF certification form in XX/XX/XXXX to ensure my qualifying employment is properly documented. I request that these months be reviewed and credited once my certification is processed. I am concerned that my PSLF progress has been negatively impacted by servicing errors, administrative delays, and periods during which my loans were placed into forbearance without my request or consent. My loans were originally serviced by XXXX XXXX. During the transition of PSLF accounts from XXXX XXXX to MOHELA, I experienced significant difficulties. For an extended period, MOHELA repeatedly advised that my loans had not yet transferred, preventing the processing of my PSLF documentation and delaying updates to my account. During this transition, I was unable to obtain accurate information regarding the status of my loans, PSLF forms, and payment counts. The confusion and delays surrounding the transfer created substantial obstacles in tracking my progress toward PSLF. In addition, there were periods when my loans were placed into forbearance without my authorization. I am concerned that these administrative actions may have caused qualifying months to be improperly excluded from my PSLF count and may have negatively affected my repayment history under the SAVE Plan and other Income-Driven Repayment ( IDR ) programs. I have made repeated efforts to obtain assistance and clarification regarding my payment counts and loan status. However, I have experienced lengthy wait times, inconsistent information, and significant delays in the processing of PSLF-related documentation. These issues have created uncertainty regarding my progress toward loan forgiveness and have made it difficult to determine whether I have received proper credit for all eligible months. I respectfully request : A complete month-by-month audit of my PSLF payment history beginning in XX/XX/XXXX. A detailed explanation for each month designated as ineligible. A review of all administrative forbearances and their impact on PSLF and IDR credit. A review of any servicing errors related to the transfer from XXXX XXXX to MOHELA. A determination of whether any of the identified ineligible months should qualify for PSLF credit under current Department of Education guidance. Correction of any inaccurate PSLF payment counts or IDR credit totals. Written confirmation of all findings, corrections, and account adjustments. I have continuously maintained qualifying public-service employment and have made every effort to comply with PSLF requirements. I respectfully request a thorough review to ensure that I receive proper credit for all eligible periods and that any servicing-related errors are corrected. Thank you for your time, attention, and assistance in resolving these matters.

Company response to consumer: Untimely response