Student loan -- Struggling to repay your loan -- Complaint #18876170
Complaint Overview
Complaint ID: 18876170
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Struggling to repay your loan
Sub-Issue: Problem with forgiveness, cancellation, or discharge
State: California
ZIP Code: 92571
Date Received: 2026-01-20T12:00:00-05:00
Date Sent to Company: 2026-01-20T12:00:00-05:00
Company Response: Untimely response
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing this complaint regarding my federal student loan servicer, MOHELA, for ongoing failures to properly credit qualifying payments under the Public Service Loan Forgiveness ( PSLF ) program, despite repeated submissions of required documentation and full compliance on my part. I have worked continuously for qualifying nonprofit employers since XXXX and have made qualifying student loan payments for over XXXX years toward PSLF. I have submitted Employment Certification Forms ( ECFs ) for my nonprofit employment from XXXX onward multiple times, including at least twice within the past year. These employers were previously certified and approved as qualifying employers and currently appear as certified and qualifying on my PSLF dashboard. For several years, MOHELA maintained my qualifying payment count at approximately XXXX payments, despite my having submitted complete and certified employment documentation covering additional qualifying periods. After repeated follow-ups and requests for review, MOHELA eventually updated my count to XXXX qualifying payments. However, this update remains incomplete and incorrect. Based on my documented qualifying employment and payment history including periods already certified by MOHELA my correct qualifying payment count should exceed XXXX payments, making me eligible for PSLF forgiveness. I documented these discrepancies in detail in a written letter to MOHELA in XX/XX/XXXX, yet my count has still not been fully corrected. MOHELA has repeatedly blocked progress on my PSLF approval by : - Refusing to fully update my qualifying payment count despite having complete, certified documentation - Requiring me to repeatedly recertify past employers that were already certified and approved - Informing me that I must recertify all employers every year, even for periods that have already been certified multiple times, which imposes an unreasonable and unnecessary burden on me and on my past nonprofit employers who have already completed these certifications - Rejecting my written correspondence regarding payment count corrections by stating that my correspondence was considered frivolous or irrelevant ( see attached documentation ) - Creating ongoing administrative barriers that prevent my PSLF count from being accurately reviewed and updated I have complied with all PSLF requirements, submitted documentation in good faith, and maintained continuous qualifying employment and payments. MOHELAs actions have unfairly delayed or obstructed my loan forgiveness eligibility and have caused significant stress, uncertainty, and administrative burden. This reflects a pattern of unreasonable servicing conduct, including failure to accurately maintain records, improper delay or denial of borrower benefits, and ineffective dispute resolution. I have upheld my obligations under the PSLF program and expect the servicer to do the same.
Frequently Asked Questions
What is Complaint #18876170 about?
Complaint #18876170 was filed against Mohela regarding Student loan specifically about Struggling to repay your loan. It was received by the CFPB on 2026-01-20T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Untimely response". 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.