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He and his wife have just relocated from Key West to Kansas City, where the cost of living is lower.

Much of the confusion lies with where the loans originated.

She believed she had made more than four years of qualifying payments when she called again this past summer.

But this time, a Great Lakes customer service agent told her something different.

Lawson-Ross told CNNMoney that she called her loan servicer, Great Lakes, many times over the years to make sure she was on track to qualify.

She says she was told that all she had to do was make 120 monthly payments and work in a public sector job.