Consumer complaint received 2023-09-06 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: MO

Complaint narrative:
I fully completed and filed my PSLF/TEPSLF forgiveness forms on time, and after more than a year of exceptionally frustrating correspondence, escalation, and resubmitting the same documents over and over with Federal Student Aid , they finally confirmed that my employers were fully eligible. It was never clear whether the refusal to recognize my employer was by the Department of Education or by my then-servicer XXXX XXXX XXXX 

Since then, my loan servicing was transferred from XXXX to MOHELA. As my information was populated in my MOHELA account, I checked the account in XXXX to see my forgiveness information. My current progress/payment page shows 71 qualifying payments for both federal stuent loans, with " 49 of 120 to go. '' However, in looking at the details, a number of payments and/or periods of hardship forbearance are not being counted. There are 59 months total missing that should would count under the TEPSLF rules, which would qualify me for forgiveness. The progress bars show 28 " ineligible '' payments as follows : 17 months in hardship forbearance from XX/XX/XXXX through XX/XX/XXXX. 11 months showing " no bill due '' from XX/XX/XXXX through XX/XX/XXXX. The forbearance periods should be counted under TEPSLF, and I'm certain that I was making payments during the additional 11 months. 

Also, 31 months completely missing from the record from XX/XX/XXXX through XX/XX/XXXX. I asked MOHELA to review my files along with FSA and my previous servicers, to ensure that my records are complete and I can receive the loan forgiveness promised by the department of education. 

On XX/XX/XXXX I received a canned response from MOHELA as follows : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. MOHELA is still in the process of updating payment counts under the limited Public Service Loan Forgiveness ( PSLF ) waiver. MOHELA is actively working with ED to implement the waiver. Your payment counts and payment tracker will not show all accurate information until all updates are complete. Continue to monitor your account on the Mohela.com portal for any adjustments. We appreciate your patience during this time. 

To receive benefits of the limited PSLF waiver, the employer 's signature and date on your PSLF form has to be on or before XX/XX/XXXX. Your payment counts may not reflect the actual count until all of the updates are complete. Federal Student Aid ( FSA ) is working with MOHELA to make updates to borrower accounts. Continue to monitor your account on the Mohela.com portal for any adjustments. 

For more information on your loan history, you can log into studentaid.gov and navigate to your Loan Status History by selecting My Aid on the right-hand side of the page. 

If you have any additional questions, please contact us toll free at XXXX Monday XXXX XXXX. to XXXX XXXX., Tuesday and Wednesday XXXX XXXX to XXXX XXXX, Thursday and Friday XXXX XXXX to XXXX XXXX, CT. 

Thank you, MOHELA -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Now that interest has resumed on these loans and payments will begin in less than a month, I am being directly financially impacted by the total failures of the Department as well as the various student loan servicers I've dealt with over the years. All I ask is that my records be updated so that I can receive the public service loan forgiveness that we were all promised.

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