Consumer complaint received 2024-03-12 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:
XX/XX/XXXX I updated my PSLF waiver online for my employer who I worked for for XXXX XXXX ( non-profit ). This captured all of my non-profit work thus far. XX/XX/XXXX I called MOHELA about the adjusted counts, I was told by MOHELA that they were still working on processing the adjustments. The loans showing I had 123 qualifying payments under PSLF were from XXXX, however, I had loans from XXXX that should have been qualifying. I have always worked for the non-profit so this didn't make sense why the older loans didn't count. A MOHELA agent also agreed and I was told that it would just take some time to check in weekly. 

In XXXX I received a letter I was on administrative forebearance. When I called MOHELA to inquire about consolidation they said I had time because the application for consolidation was moved to XXXX. I consolidated XX/XX/XXXX even though my payment adjustments were still updated. I had 123 on 2 of the 5 loans so I was told it would be best ( by MOHELA ) to consolidate to get the highest payment count. XX/XX/XXXX I received notification that all XXXX of my loans were being consolidated. I called MOHELA weekly to get updates but I kept being told that things were still being processed and no one could answer why were some loans 123 and older ones not updating. On XX/XX/XXXX I received a letter from MOHELA stating that 2 of my loans were forgiven as meeting the 120 qualifying payment count. I again called MOHELA about why all of my loans were not forgiven under the new waiver which states all loans will be forgiven if you consolidate before XX/XX/XXXX. They said a lot of people were experiencing forgiveness and consolidation simultaneously which doesnt make sense. Why would MOHELA process things before having all of the consolidations done after XX/XX/XXXX? 

On XX/XX/XXXX I received another letter from MOHELA that a consolidation was received in the amount of {$22000.00} which is one of my other loans. But in the letter it only states that 1 loan in the amount of {$8100.00} is listed as having been paid in full from consolidation. No other loans are listed on my MOHELA dashboard. On my studentaid account there are two loans showing forgiveness. My MOHELA account and studentaid account do not match up in totals for forgiveness. 

On XX/XX/XXXX I called MOHELA about this issue and the agent again stated that this was happening to many people and that it would be adjusted eventually. I asked several times to speak to a supervisor, but no one was available to answer my questions. On XX/XX/XXXX I saw that I had a new loan showing {$47000.00} on my MOHELA account. I then received a letter stating my new payments would begin in XX/XX/XXXX under the SAVE plan. I am still waiting on a call from MOHELA to address the fact that now I am expected to pay under a new loan that is incorrect. 
I also am expected to pay when the system is still updating payments? This all does not make any sense as to why the new waiver was moved to XX/XX/XXXX in order to consolidate all loans to get the highest payment count, but then do a round of forgiveness on partial loans instead of waiting until after the deadline to ensure that all applications are included in that forgiveness. 
XX/XX/XXXX a MOHELA agent informed me that MOHELA will put in a claim complaint on my behalf as well as they also confirmed all of the above. I do have a case number that I have provided in my FSA complaint. 
There is no guidance on this, its a matter of me doing my own research and reading between the lines on student aid website, MOHELA, and following up on the news with regards to new information on student loan forgiveness. I still have a balance that I do not agree with given the fact that I am following the terms of the new forgiveness waiver and the qualifying payment counts. I would appreciate your attention to this matter. 

Thank you

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