Consumer complaint received 2024-01-07 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: FL

Complaint narrative:
The School Letter required by U.S. Department of Education- XXXX to Remove All In School Deferments by XXXX and Mohela was provided to BOTH XXXX and Mohela XX/XX/XXXX! XXXX REMOVED ALL In School Deferments on My Loan Payment History prior to transferring my loans to Mohela, while Mohela Failed in Applying the " APPROVED '' required Documentation for Resolution! Mohela labeled the Documentation as " Resolution '' and I provided it XX/XX/XXXX via electronic uploads. Mohela APPROVED the documents in my Mohela online account, but NEVER reviewed them to do a Final Payment Count Review needed to update my total payments in my My Payment Tracker for PSLF Student Loan Forgiveness. These " Resolution '' documents are needed to do an accurate updated final payment count review as I have No In School Deferments on My Payment History and I have mailed a copy of these same documents to the U.S. Department of Education FSA Ombudsman Group, XXXX XXXX XXXX, XXXX, Kentucky XXXX in XX/XX/XXXX. I have requested over XXXX times to Mohela since XX/XX/XXXX for Mohela to review the documents and to do an updated final payment count review because I have NO In-school Deferments on My Loan Payment History! Mohela is refusing to do the Final Updated Payment Count review blaming U.S. Department of Education and I am missing XXXX payments towards my PSLF Forgiveness under the Limited PSLF Waiver! 

Mohela blames U.S. Department of Education for Not " telling them or instructing them '' to conduct the final updated payment count review even with the fact that I have NO In-school Deferments on my Loan Payment History and Mohela stated they would do a final review in the XX/XX/XXXX letter from Mohela and U.S. Department of Education sent on behalf of U.S. Secretary of Education , XXXX XXXX XXXX Mohela hasn't done anything towards conducting the final payment count review applying the " RESOLUTION '' Documents uploaded XX/XX/XXXX that state I have NO In School Deferments to ADD the XXXX payments to my XXXX payments to total XXXX payments! Only XXXX Payments are needed for Student Loan Forgiveness. Mohela takes no responsibility and blames U.S. Department of Education for NOT informing them/giving them the permission to do the final payment count review. Mohela is adamant in Not resolving this issue and solely blames U.S. Department of Education as the reason for my XXXX payments not counted towards Forgiveness for the Limited PSLF Waiver, which I applied for in XX/XX/XXXX! I am retired and this has caused me severe XXXX  and stress because Mohela will Not Do right to fix their errors! 

A Mohela Supervisor Called XX/XX/XXXX to inform me that Mohela is Not Responsible for Not Counting My XXXX Payments and that U.S. Department of Education is to Blame, yet XXXX and U.S. Department of Education says Mohela is supposed to do the Final Payment Count Review! He rudely stated that the XX/XX/XXXX Letter sent by Mohela and U.S. Department of Education XXXX XXXX doesn't matter and that U.S. Department of Education is at fault for Not informing Mohela to do the updated final count, although the third paragraph in the XX/XX/XXXX letter stated Mohela would do the Final Review. Mohela refuses to update my payment counts until they receive further and finalized notice from U.S. Department of Education to count my XXXX payments needed towards Forgiveness! I have requested for Mohela to do an updated and accurate payment count XXXX times since XX/XX/XXXX and to no avail Mohela keeps blaming U.S. Department of Education for Mohela not doing the count! Mohela claims they have not heard anything from U.S. Department of Education all these months to do the count despite the XX/XX/XXXX letter and despite my numerous requests and escalated cases since XX/XX/XXXX.

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