Consumer complaint received 2025-06-28 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: IL

Complaint narrative:
My student loans are federal loans and were taken out XXXX years ago and have been paid on that long, yet Mohela the newest servicer the government stuck me with and the US Dept of Education refuse to forgive the remaining balance per the laws!!! The law states after paying on loans for XXXX years the remaining balance is to be forgiven!!! My account showed they were to be forgiven in XX/XX/year>, then XX/XX/year> then they said I needed to consolidate to put them in IBR as they were in ICR, in order to do so, so I did that and they claim to still be trying to decide if I am approved for the forgiveness and are just letting my loans sit on my account with these incorrect dates going on over a month now!! Then I requested the balance be forgiven, but when they consolidated them which they said I had to do to make them all XXXX payment in order to be on the IBR and get the balance left forgiven XX/XX/year>, but they then changed the repayment dates to XXXX years or more from now after I did this!! THIS IS FRAUD!!! So, they restarted to pay off time!!!! I have reported all to the IL Attorney General and am still waiting for them to respond, I provided a copy of my data file directly from the US Dept of Education website, from the time I took my loans until now! I am semi-retired and almost XXXX yrs old living only on a widow 's pension as I am twice widowed. My income last year was less than $ XXXX. No one answers the phone and I want all in writing anyway. I have attached my student loan data file and the most recent response from my complaint to them. I am qualified to and will file bankruptcy if needed and will also file a lawsuit against them!! I know many lawyers as I worked for a courthouse and for the county, state, and federal government and all would be happy to take my case on contingency!!! XXXX  case # XXXX XX/XX/year> Dear XXXX XXXX, Thank you for contacting the U.S. Department of Educations XXXX XXXX XXXX XXXX XXXX. 
We have received your complaint regarding the Federal Direct Student Loans that are currently being serviced by MOHELA. 
Your concern, as we understand it, is that you want to have your Income Driven Repayment ( IDR ) forgiveness and discharge processed, since you have been paying for more than 20 years.. 
Regarding the long period of hold times please accept our sincere apologies. As of XX/XX/year>, MOHELA has extended our hours of operation to XXXX to XXXX Mondays, XXXX to XXXX Tuesdays through Fridays, and from XXXX to XXXX XXXX, XXXX XXXX XXXX, to better accommodate student loan borrowers. We value your feedback, as we understand how important it is to offer exceptional service. We have experienced significantly heightened demand recently, and we understand that this has made it difficult to connect with our specialists to discuss your concerns. We are working diligently to provide an improved experience for all student loan borrowers moving forward. 
Due to a court injunction affecting IDR plans, only loans enrolled in the Income-Based Repayment ( IBR ) Plan that have accumulated enough time for forgiveness are eligible to be forgiven. 
At this time, we can not confirm if you will receive immediate forgiveness, how much additional time may be included as qualifying repayment, or when approximately your loans may be forgiven. However XXXX XXXX XXXX ( XXXX  ) will review, process, and determine your loan status under the forgiveness for the one-time IDR Account Adjustment. XXXX will provide an update to your servicer once their determination is complete. 
Thank you for your feedback. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX You XX/XX/year> Hello XXXX. 



Thank you for contacting the U.S. Department of Educations XXXX XXXX XXXX XXXX XXXX regarding your feedback. We will respond and acknowledge receipt of your feedback within the next 15 days. 



Your case number is XXXX for reference. 



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Company response to consumer: Closed with explanation