Consumer complaint received 2024-03-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: SD

Complaint narrative:
I have only taken out XXXX loans to fund a XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, and parent plus loans. I have been diligent in making sure employment verification forms were sent every year for the last XXXX years while I was teaching in XXXX XXXX. I have kept up to date on student loan legislation and applied for Biden 's relief ( which was originally overturned by the courts ) and TEPSLF. Part of that legislation allowed teachers, like myself, to file employment verification for years of teaching prior to loan repayment. I then submitted verification for my XXXX years of teaching prior to the last XXXX years. For the last XXXX years, I taught in the same school in XXXX XXXXXXXX XXXX XXXX. The XXXX years prior to that, I taught in the XXXX XXXX XXXX XXXX XXXX a small community in XXXX. Shortly after submitting that paperwork, I received notifications that TEPSLF applied and many of my loans were forgiven. About a month ago, I was notified that another loan was forgiven. Currently, I have several loans that are showing XXXX out of XXXX. One loan is at XXXX out of XXXX. The loans that weren't forgiven have been around for more than ten years, they weren't any different than any of the other loans forgiven, and no one is able to explain why they weren't forgiven when loans I took out before AND AFTER were forgiven. One rep I spoke with in XX/XX/XXXX said I didn't have employment verification between XXXX XXXX, and XX/XX/XXXX. I told her that I had submitted that employment verification, which is evident in the fact that several loans were forgiven with that employment timeline verified. Also, that time span covers both the XXXX and XXXX XXXX jobs, which I had supplied verification for. She said that she felt like it was an error and would submit a request to have to looked at. She also told me to call the StudentAid.gov to make sure they had supplied that information. I did call them, and they said that MOHELA did have that information. I called several other times and was told by those reps that they couldn't understand why those loans weren't forgiven. One rep hung up on me because it was XXXX, and they were closing. Today, I waited half an hour to get a call back only to be transferred after listening to my plight for a few minutes. I was put on hold for XXXX minutes with no one checking in with me or anything. It felt like a joke. I sent many messages through MOHELA 's website, but they only send me a standard copy and paste message with general information about PSLF. One message said, " I see you called in, so you probably worked it out already. '' I responded that no one is able to give me information. Again, I repeated my situation and got another generic response about general PSLF information. I asked them specifically about each loan that wasn't forgiven and what employment and what years they don't see as counting. I can't get anyone at MOHELA to answer my questions. I have scoured the MOHELA and StudentAid.gov website. From what I see, MOHELA isn't counting my employment verification prior to XXXX even though I have submitted the TEPSLF employment verification for the last 18 years. Only some of the loans were credited with those years.

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