Consumer complaint received 2024-04-15 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: TX

Complaint narrative:
I work for the XXXX XXXX  and have worked full-time since XXXX, which meets the requirements to apply for Public Service Loan Forgiveness . I submitted my PSLF form initially in XX/XX/XXXX. I spoke with a representative who informed me that I met the requirements based on payments I made since I graduated in XXXX and my employer, I just needed to consolidate my loans and transfer to Mohela, which I did. When I did not hear back, I reached out to Mohela and spoke to a representative and a supervisor who gave me inconsistent and misinformation. The representative told me to apply for an IDR, because when I was with XXXX, my payments were {$160.00} and my payment with Mohela is now {$190.00}. Every time I contacted Mohela I received a different response regarding my application. I also had to submit two additional PSLF forms as Mohela stated my form was incomplete, which it was not, however, it took them over a year to tell me. Then I was told I did not make enough payments ( 120 ) and each time the number changed. I also filed a complaint with Department of Education only to wait almost 6 months for them to tell me my PSLF form was incomplete. I provided documentation in XX/XX/XXXX from XXXX to show I made well over 120 payments, even during my bankruptcy. However, I only received a response restating I have only made 89 payments ; not breakdown or explanation of how they came up with 89 although the documentation I submitted from XXXX shows more than 89 payments ' more than 120 ; and that was two months later. I do not believe they are even reviewing my information. I have sent several messages to Mohela only for them to respond with canned language. I refuse to call them because of the inconsistent information I get each time I reach out. I would have never transferred my loans to Mohela if I had not been told I met the requirements, especially to pay more, who would do that?! Even now, they are saying I have only made 89 payments and shows my employment through XXXX of XXXX ; note : I am still employed with the same employer ; yet another discrepancy on Mohela 's part. Every time I reach out to them, I get a different response and poor customer service. I am coming up on 2 years of going back and forth with them and I continue to get misinformation. I graduated and in XXXX with a XXXX XXXX XXXX and began paying my loans shortly after I graduated. Even if the program started in XXXX, that would still be over 10 years of payments. Even if I started paying in XXXX, I have consistently made my student loan payments. This whole situation is stressing me out and now I'm paying more, had I received accurate information when I first inquired, I would have left my loan with XXXX. Also paying more has caused a financial strain on me as I am trying to save and prepare for retirement. I am requesting a full review of all my student loan payments since graduating in XXXX and full explanation of why I was told I met all requirement, and my student loan would be discharged once I consolidated my loans and transferred to Mohela. I am also requesting my loans be discharged. This whole process has been disappointing, while I know it's up to me to provide supporting documentation, which I have ; the Department of Education knows I have made my payments, over all the last 21 years, I have never had my student loans in collections etc. due to nonpayment, and the Department of Education also knows where I work. So, none of this makes sense. Thank you.

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