Consumer complaint received 2025-11-07 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: OH

Complaint narrative:
Mohela and Federal Student Aid : I am a public service worker with 4 payments remaining until forgiveness. I have been on a forbearance due to form processing since XX/XX/XXXX, and would have been completed with payment ins XXXX of XXXX. 
XX/XX/XXXX : I received notification that I was due to recertify my income and family size for the XXXX plan. Of note, XXXX is unavailable to new borrowers, so it was crucial to recertify. 
XXXX XXXX : I had XXXX qualifying payment for PSLF. Was due for forgiveness XXXX or XX/XX/XXXX with qualifying employment and payments under XXXX. 
XX/XX/XXXX : I submitted my IBR Recertification XX/XX/XXXX : Notification that the application had been received XXXX XXXX XXXX Payments had been made in the amount of XXXX. 
XX/XX/XXXX - Notification received that stated my IDR plan recertification had not been received and that I was placed on a standard XXXX repayment plan. 
XX/XX/XXXX - I submitted a complaint via FSA and received correspondence that I was on the XXXX plan with payment restarting XX/XX/XXXX ( did not happen ) and that my account was current and in good standing. 
XX/XX/XXXX - Call with FSA, stated I would be on a forbearance until the forms are processed XX/XX/XXXX : Notification received that I was placed on an Income driven repayment ( not XXXX ) XXXX - XX/XX/XXXX no correspondence about status of forms or forbearance, online statement no payment was due. 
XX/XX/XXXX : Formal Notification via portal that I was on forbearance. 
XX/XX/XXXX : Due to the administrative processing forbearance, I submitted 2 PSLF Buyback forms ( case # XXXX, and XXXX ). There is no record of that on Student Aid Website. 
XX/XX/XXXX : A notification my loans were placed into forbearance again ( not prompted by me ) Submitted PSLF forms on XXXX, and XX/XX/XXXX. To confirm employment, and they ended up removing XXXX of my qualifying payments from my XXXX payment saying I was on a forbearance ( I did not know I was on a forbearance at that point ) From XX/XX/XXXX - Present Day ( XX/XX/XXXX ) I have had several phone calls with Mohela and Federal Student Aid. Each time I received differing and confusing information. I was told I was on a permanent XXXX plan and that I did not need to certify and to not take additional action. In that same call, she said my recert was rejected and they were unable to tell me why, I still have no records from them about this. My information on student aid says I'm on XXXX but does not contain any dates. I was told by another rep the resubmit another IBR request or recertification because new forms were being processed faster than ones previously submitted. I was told by one rep that I could make payments and submit another PSLF buyback later. Another rep told me to not make any payments because they won't count. There is clearly a lack of correspondence between Mohela and FSA. I have been on a forbearance not by choice, submitted my forms with plenty of time for review, and had I not been placed on an extended forbearance, I am disappointed by the lack of communication and chaos this has caused. It seems intentionally confusing to defer hard working public service employed American to get loan forgiveness as promised in the Master Promissory Note. It is still unclear to me which payment plan I am on, if any, why I am on forbearance, or the best course of action.

Company response to consumer: Untimely response