Consumer complaint received 2025-07-31 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: MOHELA
State: OH

Complaint narrative:
I am submitting a formal complaint regarding MOHELAs mismanagement of my student loan account and XXXX XXXX XXXX XXXX ( XXXX ) qualifying payment count. 

On XX/XX/XXXX, after receiving a notice via XXXX that none of my payments from XX/XX/XXXX, through XX/XX/XXXX, would count toward XXXX due to my loans being in forbearance, I immediately submitted a written inquiry through MOHELAs secure messaging portal. I never requested forbearance during that time. MOHELA representatives had previously assured me that any administrative forbearance applied would not impact my PSLF progress and would still count toward my qualifying payments. 

Despite being employed full-time by a qualifying public service employer and submitting my XXXX XXXX XXXX XXXX, I was told this period would not be counted due to forbearance. I provided written documentation and screenshots to MOHELA to support my request to correct this error. 

MOHELA responded by instructing me to resubmit my XXXX form and use the PSLF Help Tool actions I had already taken. Their response failed to address the central issue : the forbearance status that was applied to my account without my request or consent. 

I followed up again on XX/XX/XXXX, reiterating my concerns and asking for a correction. MOHELA replied stating they required more information and requested I call them. I called and spent nearly XXXX hours on the phone on XX/XX/XXXX, where a representative acknowledged the issue, claimed to have resolved it, and promised my PSLF progress would be updated retroactively and moving forward. She also said my balance during the months in question would have remained {$0.00}, so my XXXX payments should have counted. She further claimed she removed the forbearance and notated my account and would send a confirmation letter. I never received this letter. 

On XX/XX/XXXX, I submitted another written request because my MOHELA and XXXX accounts still showed the loans in forbearance. I made it clear that this was my fourth attempt to resolve this issue, and that I would be filing a formal complaint if it remained unresolved. 

To date, my XXXX qualifying payment count only shows XXXX of the XXXX payments. It should show at least XXXX, based on my continued full-time employment with a qualifying employer and meeting all other requirements. XXXX additional payments also appear to be incorrectly marked as requiring employment verification, even though my documentation for that period has already been submitted and approved. 

Throughout this process, I have : Submitted multiple formal written requests via MOHELAs portal Spent hours on the phone with representatives Been promised a supervisor would return my call ( which never occurred ) Been misled or given conflicting information Been left without resolution despite clear documentation and compliance on my end This has caused undue stress and delays in my PSLF forgiveness timeline. I am requesting immediate correction of my PSLF qualifying payment count, accurate removal of the forbearance status for the period in question, and a formal written response acknowledging and confirming the resolution.

Company response to consumer: Closed with explanation