Consumer complaint received 2023-10-18 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: MOHELA
State: FL

Complaint narrative:
Subject : Request for Payment Count Adjustments Toward Income-Driven Repayment and Public Service Loan Forgiveness Programs I am writing to request adjustments to the payment count on my account for both the Income-Driven Repayment ( IDR ) program and the Public Service Loan Forgiveness ( PSLF ) program. I believe there may have been an oversight in accurately recording my qualifying payments, which has resulted in an incorrect payment count. 

My name is XXXX XXXX and I have been a participant in both the IDR and PSLF programs. I have diligently made payments based on my income and employment in the public service sector. However, upon reviewing my account, I have noticed inconsistencies in the payment count, which do not align with the payments I have made.

As a borrower in the IDR program, I have been making payments based on my income for a specified period. These payments are intended to help me manage my student loan repayment obligations while considering my financial circumstances. It is crucial that the payment count accurately reflects the number of payments I have made towards this program.

Similarly, as mentioned in my previous letter, I have been employed full-time by a qualifying public service employer, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX since XXXX. According to the PSLF guidelines, I am eligible for loan forgiveness after making XXXX qualifying payments while fulfilling the criteria of full-time employment with a qualifying employer. I have provided the necessary certification form from my employer, which verifies my employment tenure. 

Considering the duration of my employment and my consistent payment history, I believe I should have already met or exceeded the required XXXX qualifying payments for the PSLF program. However, the payment count on my account does not reflect this progress accurately.

Therefore, I kindly request a thorough review of my account to rectify any discrepancies in the payment count for both the IDR and PSLF programs. It is essential that the adjustments are made to accurately reflect the payments I have made towards these programs.

Enclosed with this letter are the following documents for your reference : 1. Certification Form : This document, completed by my employer, verifies my full-time employment, including the dates of my tenure at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I understand that Mohela is responsible for maintaining accurate records of my loan payments and ensuring that the payment count accurately reflects the progress I have made towards loan forgiveness. I would appreciate your prompt attention to this matter, as it directly impacts my eligibility for both the IDR and PSLF programs.

Please communicate with me in writing or via email regarding any updates or actions taken to resolve this issue. I sincerely appreciate your assistance in rectifying this matter promptly and ensuring the accuracy of my account.

Thank you for your attention and cooperation. I look forward to your timely response.

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