Consumer complaint received 2022-10-05 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: CO

Complaint narrative:
My student loan qualifies to be forgiven in two different ways : 1 ) I have paid every month on these consolidated loans from XXXX XXXX that is 25+ years AND before consolidation, I paid dating back to XXXX that makes 27 years plus another 7 years. This should clearly qualify for 25 years of payments, and thus be forgiven. 

2 ) I am a teacher. I have been a teacher the whole time I have paid these loans. I should have qualified for the 120 payments in XXXX or XXXX. I recently transferred this loan into the Direct Loan Program and sent in all the paperwork. Under expanded XXXX these loans should clearly be forgiven. 
__________________________________________________________________ -- I consolidated {$34000.00} in loans in XXXX ; -- I paid {$59000.00} over the past 25+ years ; -- I worked in public service that entire time ; -- I now owe {$65000.00} ________________________________________________________________ To qualify for the XXXX  waiver I transfered the loan into a DIRECT LOAN under XXXX XXXX in order to apply for XXXX. I consolidated into a direct loan on XX/XX/XXXX. 

I sent XXXX my XXXX certification from ALL THREE on my employers : I work 22.5 hours per week for one, 9.42 hours per week, and 13 for the third. This is 44.92 hours per week which is clearly over the 30 required. 

On XX/XX/XXXX, I received notice that the application for XXXX had been received by XXXX. On XX/XX/XXXX I received one notice saying the employment was NOT ELIGIBLE since I dont meet the qualifications for full time employment but if if we receive another certification of employment they will determine if it meets the qualification of full time. 

On the same day, I received a second letter which shows all three employers and the APPROVED EMPLOYMENT BEGIN DATE of XXXX and APPROVED EMPLOYMENT END DATE date of XXXX. 

Unfortunately, MOHELA does not seem to have any of my XXXX information. The loan transferred to them XX/XX/XXXX. The full amount of the loan is showing but nothing else. 

I am concerned since the end of XXXX ( and thus the end of the XXXX  ) is rapidly approaching. I do not want to be locked out of forgiveness AGAIN on a technicality. 

I attached copies of my payment history from XXXX, a deferment/forebarance history form XXXX showing a deferment in XXXX, my XXXX  employment verification from all three jobs ( which add up to the required hours ), the XXXX notices from XXXX. Is there some additional hoop I need to jump through?! 8 months is a long time to process something this important. 

_________________________________________________________________ ALSO just to clarify -- I emailed XXXX via their website with these concerns and did not get a response. I filed a complaint on Studentaid.gov and got no resolution. I also emailed MOHELA with no response. WHen I called the MOHELA automated phone system they says there is no record of my account. I am writing this missive while on hold ( AGAIN ) to speak with MOHELA. I have been on hold for an hour and a half the expected wait time today is 144 minute. I AM DOING EVERYTHING I CAN ON MY END!!

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