Date Received: 2023-10-24
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: My loan sequence 8 and 9 were completely forgiven as part of the PSLF and the PSLF waiver. See attached letter from XX/XX/XXXX. All of a sudden recently I noticed a balance of around $ XXXX reappear for these sequences which was supposed to be forgiven as part of the PSLF and consolidation waiver. Initially when I got my PSLF forgiveness letter I called Mohela panicked that it did not include 5 of my loans that were pending consolidation and the forgiven balances were incomplete. I was reassured they would be forgiven too as part of PSLF and if for some reason they are not, Mohela can take care of it on the back end. Here are my notes from those conversations XXXX Spoke to XXXX XXXX employee # XXXX at Mohela , he spoke to a supervisor. I was then told " If loans are forgiven before the consolidation is complete we will reprocess forgiveness with the new balances '' - on XX/XX/XXXX XXXX employee XXXX told me the same thing " If all the sequences are not added before forgiveness, we can go back in and manually adjust the forgiveness '' - I have attached the payment count letter from XX/XX/XXXX, my repayment letter from XX/XX/XXXX which did not have a consolidated loan balance ( and all of a sudden the one from XX/XX/XXXX does ), and my paid in full letter from XX/XX/XXXX showing my two consolidated loans have been paid in full. Please correct this as soon as possible and erase the balance on loans 8 and 9. I made a lot of financial decisions based on the information I was given and the promise that my loans would be forgiven even if the forgiveness completes before the consolidation finishes. Please help me to fix this as I will be in great financial stress if this is not fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90017
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In a letter dated XX/XX/XXXX, MOHELA XXXX A Department of Education Servicer for Federal StudentAid, An OFFICE of the U.S. DEPARTMENT of EDUCATION, informed me via email that the Biden-Harris Administration had forgiven my federal student loan ( s ) in full as of XX/XX/XXXX. And, MOHELA has notified, or will notify by the end of that month ( XX/XX/XXXX ) all national credit bureaus of your student loan forgiveness. This has not yet occurred. Even after disputing the information and providing a copy of the forgiveness letter, all 3 of the major credit reporting bureaus still show the account as active with a balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My IDR application was submitted on XX/XX/XXXX, requesting to change my plan from PAYE to SAVE. I was told that it will take XXXX business days to process. It has been 2 months and still has not processed. 1 ) I requested information on if there is anything else ( e.g., other documents ) that needs to be submitted and I did not get a response. I would like confirmation that the IDR application is complete. 2 ) I asked to be taken off forbearance on XX/XX/XXXX and said this will be processed within 5 business days, but still has not processed. I want an update on the status of being taken off on forbearance 3 ) I also want confirmation on when the IDR application will be processed. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: On XX/XX/23 I applied to consolidate all of my direct loans and apply for the XXXX repayment plan through studentaid.gov On XX/XX/23 I am alerted my loans are consolidated, and I have been placed on the standard repayment plan, despite requesting an income based repayment plan. On XX/XX/23 I submit another IBR request application through XXXX. On XX/XX/23 I securely message Mohela asking for forbearance until my XXXX plan is assessed. On XX/XX/23 I submit an additional XXXX request application through Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Facts, under the original PSLF program I have worked for a nonprofit for XXXX XXXX XXXX of them full-time made XXXX payments and shouldve been discharged already. However, I consolidated under the Biden terms that we were all supposed to adhere to last year, if not earlier, and I still have not had my debt discharged. Again under normal PSLF terms I would have already. The company asked that I re-verify my employment, which correct me if Im wrong I thought that was a simple phone call of my employer however I did as they asked and re-verified the employment on a document. They then said its 45 days from the date of submission of requested documentation that they would rebalance my payments to reflect the XXXX and that should be enough to complete discharge. However, this last time I called the person that I talked to said oh, it might take an additional 1 or 2 years before we can discharge any debt and you will have to pay until this happens. my problem with the statement is I already qualified for discharge based under the original requirements of a PSLF program and should not have to pay in an additional two years because they are behind on processing if I met the requirements? Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela is reporting the same account on my credit report twice so it's showing as two tradelines. This is making it appear that I have twice as much debt than I actually have. I contacted Mohela and spoke to XXXX who stated that it appears correct on their end and he only sees it being reported once. I asked what could be done to fix it and he said he wasn't very familiar with the process. I need this corrected because I am in the process of purchasing a home and this is negatively impacting me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Starting at the end of XXXXbeginning of XXXX, I applied for and IDR Through Mohela. I was denied and called in, they told me to resubmit and to provide my XXXX tax docs. I did and was denied again. I had to called 6 more times, each getting a sliver of what to turn in to get approved. on the XXXX time I was Transferred to a Specialist who told me to submit my XXXX, XXXX, and XXXX w2 's and resubmit the IDR. the 7th time I called I spoke to a so called " specialist '' who pretended to know what she was talking about, just to get me off of the phone. I am a XXXX and my colleague submitted his IDR not even a week ago and got approved. He submitted the same requested documentation that I did yet I still am waiting to be approved for over a month. This most recent time I called and was on hold for 40 mins before speaking to a representative. She could not assist me and kept putting me on hold. I asked to be transferred to a specialist who could better assist me. instead I was put back in que with a 90 min hold. I also want to mention that Mohela is only available from XXXX to XXXX est. which is when I am working. They normally will have 90 min que times. I am also a XXXX Veteran who has XXXX, XXXX XXXX and XXXX. I feel as though I am being discriminated against by Mohela. I have let them know that I can not make the insanely high payments, that I am a XXXX as well as a XXXX vet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have made > XXXX qualifying payments, but am only getting credit for XXXX. I resubmitted my XXXX employer verification form on XX/XX/2023 and am still being required to make payments because my form is still being processed. I have tried calling customer service to see if I qualify for forbearance while my form is being processed, but can not get through to customer service due to call-hold times > XXXX hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 237XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called to check on the refund due back to me from Mohela. I spoke to a rep that stated they sent 3 checks back in XXXX directly to my bank. I advised them that I see no payments and I called my bank and they also verified no payments recieved. I asked who next should I talk to since those payments would be close to 60 days. I was advised they have no idea and i can call the department of education. I do so and was hung up on 2 twice. I finally got someone that told me I need to talk to Mohela. This is definately not what I could do if I owed them money. The refund is over XXXX. The 3 checks the rep quoted added up to {$530.00}. i need answers about my refund please and thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act this creditor has violated my rights. Under 15 U.S.C. 1681 section 602 states I have the right to privacy. 15 U.S.C. 1681 section 604 ( a ) section 2 also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 U.S.C. 1666 ( b ) a creditor may not treat a payment on a credit card account under an open-end consumer plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A