Consumer complaint received 2024-07-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: MOHELA
State: GA

Complaint narrative:
I took out multiple loans from XXXX. I began repaying in XXXX. During XXXX I was employed by qualifying employers. I was placed in forbearance for three months ( XXXX ) by the federal government ( FedLoans ). Initially I was placed in forbearance because my income changed and I was forced to change payment plans. A government employee made an error and extended this forbearance until XXXX ; this is documented in multiple notes I kept of phone calls. Despite being in forbearance, I did make payments in XX/XX/XXXX and XX/XX/XXXX and have receipts of these payments, attached below. I submitted a XXXX  form in XX/XX/XXXX, and again in XX/XX/XXXX. I received credit 118 months of eligibility, but no determination has been made for XXXX, XXXX, and XX/XX/XXXX despite repeated requests and submission of receipts to both XXXX and Student Aid. A copy of this letter and timeline were sent to XXXX and Student Aid on multiple dates ( see below ). In addition, I requested a review via Student Aid in XX/XX/XXXX and received no response. I was told on XXXX call that I'm in a XXXXXXXX XXXX covered in red tape and there is little chance this will be resolved. I have 121 months of qualifying employment but only 118 months are counted. Since XX/XX/XXXX I have been paying {$580.00} to XXXX for these loans that I believe should have been forgiven. Please see timeline below. 

XXXX : Took out multiple loans for XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  ; began repayment in XXXX XXXX : Worked for multiple qualifying employers ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX all employers are approved XXXX : Worked for XXXX XXXX XXXX XXXX approved employer XXXX XX/XX/XXXX XXXX Placed in forbearance while new payment plan approved; *. XX/XX/XXXX : phone call with XXXX ( XXXX ) Told to not pay until I receive bill then send manually. Approval of forbearance delayed due to XXXX  error until XX/XX/XXXX ; however, I paid in XX/XX/XXXX and XX/XX/XXXX and have receipts. 

* XX/XX/XXXX : Told by FedLoan they placed me in suspension monthly but never informed me. 
* XX/XX/XXXX : phone call with FedLoan states that XX/XX/XXXX payment I made was received and applied to interest * XX/XX/XXXX : resumed payments with new payment XXXX XXXX XXXXXX/XX/XXXX : last month with qualifying employer ( XXXX XXXX XXXX XXXX XXXXXXXX : No longer working for qualified employer ( left qualifying employer due to harassment ) XX/XX/XXXX : Submitted XXXX  form under waiver XX/XX/XXXX : Resubmitted XXXX  form to XXXX XX/XX/XXXX : Received first count update of XXXX payments ; the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX are not counted but are also not eligible ; called XXXX and told there XXXX no forbearance or deferment on account and to submit the receipts to XXXX ( did next day ). Asked for copies of bank statements from XXXX but bank no longer has them. 
XX/XX/XXXX : Opened Case Number XXXX with XXXX and told to wait 30 days while they reviewed. 
XX/XX/XXXX : Called XXXX ; no movement; told case opened on XX/XX/XXXX but could take longer than 30 days; told I could not speak to anyone handling case XX/XX/XXXX : Called XXXX and 3-5 day review started; told to submit receipts ; no response XX/XX/XXXX : submitted receipts of loan payments and cover letter outlining case. 
*. XX/XX/XXXX : called Student Aid and asked about buyback and missing payment count ; told to wait on XXXX recounts in Spring XXXX ( spoke to XXXX, Supervisor ) XX/XX/XXXX : Submitted reconsideration request in FedLoan requesting reconsideration and buyback Case Number XXXX XX/XX/XXXX : email from Student Aid that I was NOT eligible for the buyback program. 
*. XX/XX/XXXX : Created Case Number XXXX with XXXX XXXX XXXX Ombudsman to consider my case ; no response received * XX/XX/XXXX : called Student Aid and told to submit XXXX XXXX despite never receiving a formal statement regarding payment counts. XXXX XXXX XXXX

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