Consumer complaint received 2023-03-25 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: MO

Complaint narrative:
I have been teaching in the same public school system since XXXX and have outstanding student loans, which were consolidated to make them eligible for the Public Service Loan Forgiveness ( PSLF ) program. 

With the introduction of the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) plan, my student loan should be forgiven based on the guidelines laid out in the TEPSLF. 

My student loan was transferred to MOHELA in XXXX of XXXX. On XX/XX/XXXX, my entire monthly payment history from XX/XX/XXXX through XX/XX/XXXX was visible in my account and I could see all of my payment history. Within a few days, XXXX XXXX of history ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) was no longer visible in my monthly payment history. 

I have spoken with MOHELA multiple times about those missing time frames, especially the time frame of XX/XX/XXXX through XX/XX/XXXX since I was with MOHELA at the time. MOHELA was able to add in the time frame of XXXX XXXX XXXX. As of now, I am still missing the payment history from XXXX XXXX XXXX ( 23 payments ) and XXXX XXXX XXXX ( 71 payments ) for a total of 94 missing months of payments. That time frame coincides with the time that my loan servicer was XXXX XXXX. 

I spoke with XXXX XXXX and they said that they aren't able to help me since my consolidation to make my loans eligible for PSLF. 

Currently, my qualifying payment total is 96 payments. Because of the guidelines of the TEPSLF, if all of my monthly payment history was in my account, my loan would be granted forgiveness with over 190 payments. However, with 94 missing payments, I remain in this limbo. 

I have called MOHELA multiple times about the missing years of payments and the message is always the same - 1 ) We can't change it until it shows up in my Federal Student Aid history ( it does and I tell them this ) or 2 ) When they do my latest Employment Certification Form ( ECF ) all of my past history will show up ( it hasn't despite having my ECF recently certified in XXXX ) or 3 ) they transfer me to a supervisor and after waiting the phone disconnects. Basically, I get nowhere and nothing gets done while I live in this infinite loop of calling MOHELA. 

I have also filed a complaint with XXXX XXXX XXXX. I filed the first complaint on XX/XX/XXXX. I never received a call from them ever or email. When I called them about the complaint, they tell me that my history is there and MOHELA has what they need for my account to be correct. When I asked why I never received a call back from them, they can't figure it out. They try to send me to the right person to talk to but apparently they have no way to transfer me. I don't understand. I filed a new complaint on XX/XX/XXXX to see if there is some way that XXXX XXXX XXXX can help me with my problem. I am still waiting on a phone call back from them. Based on my history with them, I don't anticipate this happening. 

I have kept a log of every time that I have spoken MOHELA, FED LOAN, XXXX, XXXX XXXX and STUDENT AID. I have attached this document.

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