Consumer complaint received 2025-03-08 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: GA

Complaint narrative:
On XX/XX/XXXX, I received a notice of student loan payment count update as part of my records on the Department of Education ( FSA.gov ) website which I have attached a copy to this complaint. The updated student loan payment count is grossly inaccurate and does not reflect the documented information in my records with MOHELA ( my loan servicer ) whose database is extracted by FSA.gov and which are all available and verifiable prior to the issuance of the notice. To be specific, the Department of Education ( FSA.gov ) has labelled my account as " General Forbearance '' for the months of XX/XX/XXXX and XX/XX/XXXX, and thus those 2 months are ineligible to qualify and count for PSLF. This is grossly inaccurate as my account was verified and documented to be in " Administrative Forbearance '' by my loan servicer MOHELA for the same period. Please see attached supporting official documentation from MOHELA. Interestingly, the Department of Education ( FSA.gov ) is very specific about what type of forbearance qualifies for PSLF count which includes " Administrative Forbearance '' by a Loan Servicer which is the category officially documented in my records by my loan servicer MOHELA which transfers same information to FSA.gov. Of note also is that my " Administrative Forbearance '' months were designated exclusively prior to the published " SAVE Court Injunction '' which took effect in late XXXX. 
I have called FSA several times and in addition, submitted verifiable official documentation from my loan servicer MOHELA to FSA.gov to rectify this issue since XX/XX/XXXX but to no avail. On two separate calls of inquiry, I was instructed by FSA representatives on the phone to wait for FSA to update my PSLF count which now just happened on XX/XX/XXXX, or for me to submit a " PSLF reconsideration '' request which I did and received a response from FSA in XX/XX/XXXX which stated situations which were either inapplicable to my current status or factually inaccurate and not pertinent to the specific issue which I am still seeking redress. For example, I am not in the " SAVE repayment '' program any longer and currently in IBR repayment status. In addition, I have still not received any response to my " PSLF buy back '' application which I submitted per FSA.gov recommendation. The dire consequence of FSA not addressing this inaccurate information is that I had to re-enter into IBR active student loan repayment status because my student loan account appears on FSA.gov not to meet eligibility for PSLF Statutory Loan forgiveness. Due to this inaccuracy, I am having to pay {$3200.00} monthly obligation starting XX/XX/XXXX and it is clearly an extortion practice by the Department of Education. If this inaccuracy is corrected, my PSLF qualifying payments of XXXX payments listed on FSA.gov since XX/XX/XXXX will immediately update to XXXX which will trigger my account to be rightfully processed for loan forgiveness as I have dutifully met my statutory obligation per PSLF statute. 
In XX/XX/XXXX, I filed a complained with CFPB and in MOHELA 's response to CFPB, MOHELA duly acknowledged that their documentation and records showed that I had already met my obligation for student loan forgiveness under the PSLF Statute and MOHELA, as of XX/XX/XXXX, has forwarded my account to FSA to be processed as eligible for loan forgiveness. However, MOHELA as a servicer, will have to continue to collect the monthly extortion of {$3200.00} unless the Department of Education issues a directive to MOHELA to halt collecting payment and instead, to process my account for my duly met obligation for loan forgiveness. This can only change if FSA.gov upgrades my counts as explained. Thank you.

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