Consumer complaint received 2025-02-07 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: NJ

Complaint narrative:
Please note : XXXX  tells me I need to speak with MOHELA. MOHELA tells me to speak to XXXX. I need answers! 
When my children ( XXXX ) went to college, I took Parent Plus loans to assist with their tuition. My older son graduated from XXXX in XXXX of XXXX, and I started to pay the loans. 
As a public-school employee, I am eligible for the PSLF program. I did everything that was asked of me. I certified my employment several times, I sent documentation as was asked to the Department of Education and to MOHELA. I consolidated my loans as I was told was necessary for reimbursement ( resulting in almost doubling my debt!!! ) My problem comes from the fact that although I was eligible for Public Service Loan Forgiveness in XXXX, after making XXXX payments to my loans, MOHELA and the Department of Ed are not counting my payments for my older son from XXXX. They are stating that my son was still in school at that time. 
My older son graduated in XXXX and I began to make payments on the loan. My younger son was indeed in school and I did not start paying his loan until XXXX. However, by consolidating the loans, I was informed that ALL payments to the loans would count as this was now a single loan which I started to pay in XXXX. 
I have researched this ad nauseum, and yes I am entitled to get my loan forgiven through PSLF since XXXX. I have been continuing to make payments even though my loan should be forgiven as I do not want to be considered in default and then ineligible through a loophole. They should also reimburse me for all payments made from XXXX. 
I really need help in getting the Dept. of Education and MOHELA to acknowledge and accept the payments made from XXXX on my older sons loans. I have sent them several correspondences as well as payment records and even my older sons diploma to show that he was no longer in school when I was making payments. 
Please let me know if there is anything at all you can do to help me. I really am desperate as I am almost ready to retire, but can not do so while this is in limbo because once I do, I am no longer eligible for the PSLF program. I can be reached at ( XXXX ) XXXX after XXXXXXXX XXXX XXXX, or ( XXXX ) XXXX from XXXXXXXX XXXX XXXX. 

On XX/XX/XXXX I sent MOHELA the following message : Subject : Public Service Loan Forgiveness Received Date : XX/XX/XXXX Original message : I spent all day yesterday ( from XXXX ) on hold for someone to speak to me. I have put a complaint in to the Dept. of Ed. but this is the response I received : " Dear XXXX XXXX, Thank you for contacting the U.S. Department of Education 's office of Federal Student Aid. This message is in response to your loan inquiry. Your case number is # XXXX. Retain this number for reference. 
This office answers general federal student aid questions. We do not provide loan account information or perform loan servicing requests. You must contact your loan servicer directly for assistance. 
If you are not sure who your loan servicer is, log in to StudentAid.gov with your account username and password ( FSA ID ) and select " View More '' under the My Loan Servicers section of your account Dashboard. You will be taken to the My Servicers & Schools page where you can view your loan servicers contact information.

If you dont have an account or have forgotten your account username and password ( FSA ID ), you can request one. Please note that if you are requesting a new account, you will have limited access when you log in to StudentAid.gov until your information has been verified with the Social Security Administration. This process generally takes XXXX to XXXX days. 
If you need more help or have any questions, reply to this email or contact us. 
Sincerely, Federal Student Aid '' I NEED TO HAVE SOMEONE CONTACT ME REGARDING THIS ISSUE. I put a message on your site yesterday requesting for help with all of the details. PLEASE HAVE SOMEONE REACH OUT VIA PHONE TO ( XXXX ) XXXX ( after XXXXXXXX XXXX ) OR ( XXXX ) XXXX ( XXXX - XXXX ) Thank you.

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