Consumer complaint received 2025-07-25 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: CA

Complaint narrative:
Basically, I have been asking my loan servicer Mohela and the representatives from studentaid.gov to provide me with correct information in order for me to qualify for the 120 payments required to get the loan forgiven by PSLF. To that end, I have been in constant communication via telephone, email and chat on both of their customer service phone numbers and email or chat accounts on line. All the while, my goal in contacting them has always been to make the necessary 120 qualifying payments in order to qualify for the loan forgiveness or PSLF. I have followed all rules, I have filledout all of the necessary forms and paperwork several times over and over. That is to say, I have filled out the PSLF form, the IDR form, the SAVE form, the XXXX  Forgiveness form, at least three times each over the last two years. And yet, I have not yet reached the 120 payments. Some of the reasons why this is the case is because of the conflicting, confusing and innacurate infromation I have been provided by both Mohela and StudentAid.Gov. That is why I decided to request from Mohela, Student Aid.Gov and now CFPB to conduct a formal audit and thorough Review of my account for the purpose of providing accurate and timely information. Again, the reason why I ask is because I have been getting conflicting information for the last several months. First, going back to last year I was making minimum payments, which apparently did not qualify for PSLF -- which has been my goal all along. I want to reach the 120 qualifying payments so that I can qualify for PSLF. However, even though I have called and emailed both Mohela and Student Aid.Gov numerous times -- I was not provided with the accurate information to achieve my goal. Actually, I thought I had achieved the ultimate goal to qualify for PSLF and got my loan forgiven. In fact, if you review your own documentation, you will find that I was notified in the first week of XX/XX/2025 that my Loan had been forgiven and that my balance was XXXX. I have that documentation by email and pictures I took as my family and I celebrated the news. The fact that that information was sent to me and led me to believe that my balance was XXXX is almost considered cruel and unusual punishment. Because only a few weeks later I was sent more information stating that I only had 112 qualifying payments out of the 120, that I had to fill out another IDR -- the third or fourth one -- in order to keep making payments and to qualify for PSLF. This all happened in mid to late XXXX -- after the false XXXX XXXX notice -- and our ensuing fake Celebration. NOW, today XX/XX/2025 I am given the latest information telling me that I have only made 72 qualifying payments and therefore need to make 48 more payments in order to qualify for PSLF. Please note how frustrating, disheartening and really dishonest all of this process has been for me. It is excruciating to have to keep adjusting to all of the day by say constant changing information. I am caught in the middle. I want to do the right thing and pay. However, I do need help and relief, so I have been humiliated to keep calling, asking for information, begging to be heard and to be told the correct information so that I can comply with your requirements and qualify for PSLF. Is there ONE live person in the customer service department who can be the point person and handle my account. Someone with the knowledge and credibility to actually issue timely and reliable information so that I don't keep getting conflicting information that changes arbitrarily and capriciously by the day-- PLEASE! 
And, that is why I am filling out this complaint with CFPB and why I requested an audit and or a full review of my Loan information account so that I can get timely and accurate information in order to qualify for the PSLF. 
I thank you in advance for your help, support and consideration on this most important matter to my family and I. 
XXXX XXXX XXXX -- XXXX

Company response to consumer: Untimely response