Student loan -- Dealing with your lender or servicer -- Complaint #17890972
Complaint Overview
Complaint ID: 17890972
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Trouble with how payments are being handled
State: Oregon
ZIP Code: 975XX
Date Received: 2025-11-30T12:00:00-05:00
Date Sent to Company: 2025-11-30T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I submitted an Income-Driven Repayment ( IDR ) plan change request on XX/XX/year>2025. Under Department of Education rules, servicers are expected to process IDR applications within approximately 3060 days, and months during this review period are supposed to count toward PSLF if the borrower has qualifying employment. Despite this, my application was not processed until XX/XX/XXXX, 2025approximately nine months later. As a result, my PSLF payment history now shows XXXX 2025 as Ineligible, even though I had continuous qualifying employment the entire time and the delay was entirely caused by the servicer. Additionally, XX/XX/year>2025 does not appear at all in my PSLF payment history ( neither eligible nor ineligible ), indicating a data error. On XX/XX/scrub> 2025, I contacted MOHELA requesting correction for : XXXX 2025 ( servicer delay ) The missing XX/XX/year> entry MOHELA did not respond to the issue. Instead, they sent a generic SAVE injunction template email that did not address my IDR request, did not explain the nine-month processing delay, did not address PSLF, and did not address the missing data month. My request for clarification and correction was ignored. Additionally, in XX/XX/year>2025 MOHELA sent me a letter encouraging me to reapply for an IDR plan even though my XX/XX/year>2025 request was still pending and unprocessed. Reapplying as they suggested would have restarted the clock, erased several months of PSLF consideration, and further delayed resolution. This demonstrates that the servicer provided incorrect guidance that would have caused additional harm to my PSLF progress. My concern is that the servicer delay is now causing me to lose PSLF-eligible months even though I met all employment requirements, submitted my IDR request on time, and the responsibility for the delay lies entirely with the servicer ( MOHELA ). I am requesting CFPB assistance to obtain : 1. A full review of my February 3October 26, 2025 IDR processing delay. 2. PSLF credit for XXXX 2025 due to servicer-caused delay. 3. Correction of the missing XX/XX/year>2025 payment entry. 4. A written explanation of the delay and how my PSLF record will be corrected. Thank you for your assistance.
Frequently Asked Questions
What is Complaint #17890972 about?
Complaint #17890972 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-11-30T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". The response was not timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.