Consumer complaint received 2026-05-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: NY

Complaint narrative:
BORROWER DEFENSE / EQUITABLE RELIEF STATEMENT REGARDING PSLF PROCESSING FAILURES AND ADMINISTRATIVE HARM I respectfully request administrative relief, equitable adjustment, correction of my PSLF qualifying payment count, and any other relief deemed appropriate by the U.S. Department of Education based upon prolonged administrative failures, servicing delays, and unresolved processing errors associated with my Public Service Loan Forgiveness ( PSLF ) eligibility and payment tracking. I have been continuously employed in qualifying public service with the U.S. Department of Housing and Urban Development ( HUD ) for approximately eight years. During this time, I have consistently acted in good faith to comply with federal student loan repayment requirements and PSLF certification obligations. On or about XX/XX/year>, I submitted documentation and/or applications associated with Income-Driven Repayment ( IDR ) and PSLF eligibility. Despite the passage of several years, portions of these submissions still appear to remain in process or otherwise unresolved within the Departments systems. I have repeatedly attempted to obtain accurate payment counts and correction of servicing errors through normal administrative channels without success. The ongoing inability to obtain an accurate PSLF qualifying payment count has caused substantial financial uncertainty and administrative harm. Specifically : 1. Qualifying payment periods appear to be missing, uncredited, or improperly excluded from PSLF counts despite qualifying public service employment. 2. Administrative forbearances, servicing transfers, IDR processing delays, and Department-related processing failures have negatively impacted my PSLF tracking through no fault of my own. 3. I have made repeated efforts over multiple years to resolve these discrepancies directly with servicers and through Department of Education channels, yet the errors remain unresolved. 4. The prolonged delay in properly processing PSLF-related submissions has impaired my ability to reasonably rely upon the PSLF program as enacted by Congress and administered by the Department. 5. The Department and/or its servicers failed to provide timely and accurate administrative processing necessary for borrowers to meaningfully monitor and obtain PSLF credit . I respectfully assert that these circumstances warrant equitable relief and administrative correction under the Departments authority to remedy servicing failures and processing errors. Borrowers pursuing PSLF should not bear the consequences of prolonged administrative inaction, delayed processing, inaccurate payment tracking, or systemic servicing deficiencies outside of their control. Accordingly, I request that the Department : Conduct a full manual audit of my PSLF qualifying payment history ; Credit all qualifying periods associated with my certified public service employment to the fullest extent permitted by law and Department policy ; Correct any erroneous or incomplete PSLF counts resulting from administrative delays, servicing transfers, IDR processing failures, or Department-related errors ; Review periods affected by unresolved IDR processing and administrative forbearance for PSLF eligibility consideration ; Provide any additional equitable or administrative relief deemed appropriate under applicable federal authority. I further request written confirmation explaining the basis for any remaining excluded periods and identification of any additional information required to resolve this matter. I certify that the statements above are true and correct to the best of my knowledge and belief. Respectfully submitted, XXXX XXXX

Company response to consumer: Untimely response