Student loan -- Dealing with your lender or servicer -- Complaint #6063859
Complaint Overview
Complaint ID: 6063859
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: Arizona
ZIP Code: 86001
Date Received: 2022-10-07T12:00:00-05:00
Date Sent to Company: 2022-10-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have made over 120 qualifying payments toward PSLF but I only have two payments showing as qualifying. I had been with XXXX XXXX since XXXX, having only Direct Loans. I was on track for forgiveness. The limited waiver was applied to my account in XXXX of XXXX. The payments across my loans were now different for unexplained reasons. I consolidated the loans to obtain the correct highest counts across all of my loans. The consolidation completed in XXXX of XXXX. I was forced to choose Mohela rather than XXXX at the time of consolidation. I have since had an employment certification form processed by Mohela in XX/XX/XXXX. The payment count on the consolidation loan was updated from zero to two payments. I contacted Mohela regarding when the qualifying payment counts prior to consolidation would be included in the total. Mohela indicated that they would be included by the end of XX/XX/XXXX. In the beginning of XX/XX/XXXX, I filed a compliant with the FSA Ombudsman group. The FSA Ombudsman group has indicated that XXXX XXXX is supposed to update the count, Mohela is supposed to update the count, and that the Department of Education is supposed to update the counts. I have contacted each of the Mohela, XXXX XXXX, and the Deptartment of Education, but no one seems to know who is supposed to update the account. I contacted the Ombudsman groups at each of Mohela and XXXX XXXX while on the phone with the FSA Ombudsman. The FSA Ombudsman group told XXXX XXXX XXXX Ombudsman that XXXX must transfer the loan information to Mohela to get the counts updated. The FSA Ombudsman later told Mohela 's Ombudsman that the waiver will not be applied until later in the fall. I told both that the waiver had already been applied to my account in XXXX of XXXX. The FSA Ombudsman then said that I had to wait longer. When asked how much longer, no answer was provided. The FSA Ombudsman indicated that they have no timeline in which to process the waiver, that it can take years, and that I have no recourse. I have only had Direct loans and have only had one employer - the federal government. XXXX is in my promissory note. I have made over 120 qualifying payments and over 118 of them are not being counted. I have already made the qualifying payments toward forgiveness, but my loan servicer refuses to acknowledge them so that I qualify for forgiveness. It has been five months since my consolidation completed, and all of those qualifying payments made before consolidation have disappeared. Nearly ten years of payments are being ignored. Each of Mohela, FSA, the Department of Education, and XXXX XXXX are blaming each other as to why these qualifying payments are being ignored.
Frequently Asked Questions
What is Complaint #6063859 about?
Complaint #6063859 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2022-10-07T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". The response was 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.