Consumer complaint received 2024-01-18 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: NY

Complaint narrative:
Hello, Since XX/XX/XXXX, I have been asking MOHELA to provide a reason as to why my payments from XX/XX/XXXX to XX/XX/XXXX ( total of XXXX  payments ) have not been reflected in my Public Student Loan Forgiveness ( PSLF ) payment tracker. I have been receiving generic responses every time I reach out. 

Please see emails # XXXX sent on XX/XX/XXXX, email # XXXX sent XX/XX/XXXX, and email # XXXX sent on XX/XX/XXXX to Mohela. Mohela has not only failed to provide a reason but they have not even provided an update besides their general generic response that they are still working on this. I have not received any correspondence from Mohela regarding this issue from my last email to them, XX/XX/XXXX. They did, however, sent a billing statement on XX/XX/XXXX for my payments to resume on XX/XX/XXXX in the amount of {$260.00}. I, of course made this payment as I have always made my payments I will reach out to Mohela again TODAY and hope to receive a response along with your coordinated effort to resolve this OVERDUE matter. I can not help but notice that there is an intention to delay counting my payments and that is this is a big oversight from their end AS MY PAYMENTS from XX/XX/XXXX to XX/XX/XXXX ARE COUNTED as well as XX/XX/XXXX - XX/XX/XXXX payments ARE COUNTED. My payments are totaling XXXX right now, when they should be XXXX payments. 

Please see all the correspondences below : XX/XX/XXXX XXXX XXXX Body : Your Question : Hello, Please provide response as to why my payments from XXXX XXXX XXXX XXXX XXXX are not posted on the payment tracker. Please provide timeline as to when this will post. Thank you, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, Your qualifying payment total may not currently show how the limited PSLF waiver will fully affect your account. MOHELA is actively working with XXXX to implement the waiver and, over the next few months, borrowers should begin to see updates to their qualifying payment counts. Therefore, your payment counts and payment tracker will not show all accurate information until all updates are complete. We appreciate your patience during this time.

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX CT. 

Thank you, MOHELA Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX M, XXXX T-W, & XXXX Th-F. CT. XXXX XXXX XXXX XXXX MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX They XXXX not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX. 


Please see my Email # XXXX sent XX/XX/XXXX XXXX XXXX Body : Your Question : Hello, I am following up again as to why payments from XXXX XXXX XXXX XXXX XXXX  are not reflected yet in my eligible payments ( XXXX  payments ). Please provide update or response. It has been over a month and half since I reached out regarding this issue. ( XX/XX/XXXX ). Thanks, XXXX XXXX XXXX  MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience this may have caused. We have submitted a request to process your application with the missing information which you have provided. Please allow up to XXXX days for processing to be completed. You will be notified when processing is completed. Continue to monitor your account on the MOHELA.com portal for any adjustments.

If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX CT. 


Thank You, MOHELA Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX M, XXXX T-W, & XXXX Tr-F. CT. XXXX XXXX XXXX, XXXX, MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before 8 a.m. or after 9 p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX orwww.ftc.gov.

If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX. 

Please see email # XXXX sent on XX/XX/XXXX XXXX XXXX. 

Body : Your Question : Hello, I am following up as I was supposed to hear back from Mohela by XX/XX/XXXX. My payments from XX/XX/XXXX - XX/XX/XXXX are still not reflected and being counted. Please provide prompt update as this has been delayed several times. Can someone please get back to me? Thanks, XXXX XXXX

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