Consumer complaint received 2025-12-15 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: MD

Complaint narrative:
I am being delayed statutorily-required Public Service Loan Forgiveness ( PSLF ) because MOHELA and/or Federal Student Aid ( FSA ) deleted ( and/or are missing ) an entire year 's worth of payments that I have made to MOHELA from XX/XX/XXXX to XX/XX/XXXX ( and have reported inaccurately a timely XX/XX/XXXX payment that I made as delinquent ). I am asking that this be investigated. My entitlement to PSLF is straightforward. And so, too, is the apparentness of the issue that I am facing, which MOHELA and FSA are failing to correct.

As for PSLF, I have two federal direct loans that I consolidated back in XX/XX/XXXX. Outside of the PSLF-qualifying COVID forbearance, I have been in repayment on those loans since then on a qualifying PSLF repayment plan : Pay As You Earn ( PAYE ). I have never been on REPAYE or the SAVE repayment plans and am not part of that debacle. Outside of one month in XXXX XXXX, I have always ( and continue to ) work for a PSLF qualifying employer. First, I was a XXXX XXXX XXXX XXXX XXXX XXXX then I was a XXXX XXXX XXXX XXXX XXXX  and for the last XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. As is recommended by FSA, I have been recertifying this employment every year to track my entitlement to PSLF. Indeed, in XX/XX/XXXX, when I submitted that certification, everything was on-track. FSA issued me a letter ( attached ) verifying that as of XX/XX/XXXX, I had made XXXX PSLF qualifying payments ( XXXX ) out of XXXX eligible payments ( EP ). And then, in XX/XX/XXXX, XXXX issued a follow-up letter again verifying that I certified XXXX PSLF QPs of a total of XXXX EPs ( I was waiting til XX/XX/XXXX to recertify those EPs into XXXX ). In other words, I was due for my loans to be forgiven on or around XX/XX/XXXX. But, as you'll see from my latest letter from XXXX, after recertifying my employment in XX/XX/XXXX, XXXX now says I only made XXXX QPs out of XXXX EPs. That makes no sense. 

The issue I face is thus also clear. The apparent discrepancy in FSA 's letters is due to the fact that, around XX/XX/XXXX, more than a years worth of on-time payments that I made to MOHELA went inexplicably went " missing '' from the National Student Loan Data ( NSLD ) center 's systems and/or from FSAs PSLF payment tracker ( and still are not on the FSA website today ). This is significant because, if a payment is not in NSLD or showing up in FSA 's systems, it essentially blocks one from claiming those months toward their entitlement to PSLF. I have attached a picture of the FSA payment tracker showing how it " skips '' from XX/XX/XXXX to XX/XX/XXXX, as well as my NSLD data that retrieved from XXXX 's website ( the relevant pages for that document is XXXX XXXX ). These missing XXXX XXXX XXXX payments are contradicted by my own MOHELA account history, billing statements, and the FSA letters that I attached. For your benefit, I have attached my entire MOHELA account history showing every payment that I have made on each of my loans for the entire loan-life ; you can readily see the on-time payments that I made to MOHELA on PAYE between XX/XX/XXXX and XX/XX/XXXX ( the missing months ). If that were not enough, I have also attached a sampling of various billing statements ( all combined ) with MOHELA for some of those months XXXX XXXX XXXX XXXX  ) that confirm the payments I made. My MOHELA account # is XXXX. Moreover, it is worth noting that, for at least a year now, XXXX has said that it is working " on updating your PSLF payment counts '' and that " payment counts XXXX shift or appear incomplete. '' The issue I face is thus apparent and simple : An entire year 's worth of payments XXXX XXXX XXXX XXXX XXXX is inexplicably missing from NSLD and FSA 's PSLF payment tracker. And FSA and MOHELA refuse to correct the issue in a timely fashion.

Making matters worse, if it were not for this year 's worth of missing payments, I would be entitled to PSLF as of XX/XX/XXXX and my loans should be forgiven. But instead of that happening, I am having to continue to make {$700.00} payments every month to MOHELA on loans that should be forgiven. I have tried to reach out to MOHELA about this issue. At first they said they would issue me a borrower-requested letter that verifies that they reported all payments to NSLD, but when I followed up on that request, it was closed out and I was told that it was not a request that they could complete. I also asked MOHELA to re-report these payments to FSA/NSLD, but MOHELA has refused to do that. In addition, I have also reached out to FSA, and all that they could say was to submit a PSLF " reconsideration request '' based on the missing months. That request is pending but could take months to a year to complete. This is all resulting in me being denied PSLF to which I am statutorily entitled and continuing to have to make payments on my loans.

Company response to consumer: Closed with explanation