Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have emailed and called Mohela about the gap in my eligible public service loan forgiveness ( pslf ) payment counts. There is a gap from XXXX, despite me having approved eligible employees verification. When I called they told me they wouldbreachbout the federal student aid ( FSA ) but when I called the FSA, they told me pslf counts were made by MOHELA. I have since emailed MOHELA twice with no response. They have lied and neglected my emails.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95376
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: During the XXXX pandemic I began qualifying for Public Service Loan Forgiveness Program ( PSLF ). When I started working for the federal government at the start of the pandemic, I was not aware that I qualified for PSLF. My loans were originally through XXXX XXXX XXXX XXXX XXXX XXXX XXXX After qualifying for PSLF , my loans transferred to MOHELA XXXX During the pandemic, I paid off some of my loans completely. After qualifying for PSLF and realizing that non-payment during the pandemic counts as payment, I requested to have my loans reinstated and the money refunded. I initially contacted XXXX XXXX XXXX XXXX XXXX XXXXXXXX who informed me that my loans had been transferred to MOHELA and that I needed to request the refund through MOHELA. On XX/XX/XXXX, I contacted MOHELA to have the loans reinstated and refunded. The accepted my request and ask that I check back in 60-90 business days. On XX/XX/XXXX, I contact MOHELA again and asked that the loans be reinstated and refunded. On XX/XX/XXXX, I contacted MOHELA again and made the same request. On XX/XX/XXXX, a check from the Treasury Department arrived that was a refund for my reinstated student loans totaling {$570.00}. However, during the pandemic, I paid off {$58000.00} in student loans. On XX/XX/XXXX, I contacted MOHELA and informed them that the refunded amount was incorrect. On XX/XX/XXXX I contacted MOHELA again and requested that the correct amount be refunded totaling {$58000.00}. On XX/XX/XXXX, I contacted MOHELA again and requested that the correct amount be refunded totaling {$58000.00}. On XX/XX/XXXX I contacted MOHELA and was informed that I needed to ask XXXX to reinstate my loans so that I could request a refund. I contacted XXXX and was informed that MOHELA is responsible. Both loan servicers are stating that they are not responsible for reinstating the paid off loans and refunding me {$58000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96826
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I started loan repayment in XXXX of XXXX and am targeting PSLF. With the changes around COVID, I currently have XXXX payments. I have worked for a non-profit or not-for-profit since graduating from medical school in XXXX of XXXX. The " missing '' payments occurred from XXXX. There are 3 distinct time periods that should all be considered separately but, it would be easiest if it were possible to retroactively change the entire time period to a " hardship deferment ''. 1 - I was accepted into a " full time '' online MBA program which started in XXXX of XXXX. However, I did not receive credit for payments for XX/XX/XXXX and XX/XX/XXXX and it is not clear to me why. 2 - from XX/XX/XXXX to XX/XX/XXXX, I was indeed in a " full time '' online MBA program. However, I reached out to my servicer, Navient at the time, and requested to be taken off of deferment due to my ability to pay and my goals for PSLF. The representative at Navient told me that this could not be done and that my " payments '' would still count. Again, I was working for a PSFL eligible employer at this time. 3 - On XX/XX/XXXX ( through XX/XX/XXXX ) I was in a residency program at a non-profit hospital. A hardship forbearance was requested sometime prior to this because my wife and I were struggling to make payments on her loans. However, with the legislation changes, I did not get any credit for the time which was considered a " hardship ''. As such, I would respectfully request to have the entirety of this period switched to a " hardship forbearance '' and thus eligible to be credited toward PSLF. If that is not possible, despite the misdirection by the servicer Navient, I would request that each time period be considered in its individuality. The timeframe in part 1 has no reason to not be included and its unclear to me why - perhaps an " administrative forbearance ''? The timeframe described in part 3 is a valid reason for " hardship forbearance '' and the servicer simply did not change me over as appropriate for the timeframe. Thanks in advance for any help you can provide in this area.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I submited a Traditional Repayment Plan It has been processing for months now and it is XX/XX/XXXX and still no movement when payment resumes XX/XX/XXXX. I called on XX/XX/XXXX and was told it would process that week, I was lied to you by the customer rep. I talked to a rep on XX/XX/XXXX still not processed. I can not afford my current payment but would have been able to afford the traditional one but I am now in hardship do to their slow processing times and that they lied to my face to get me off the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91915
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: New : Mohela Failed to Re-Process my Income Driven Repayment Plan using the SAVE Criteria 225 % of Poverty Guideline Exclusions. Had to submit 4 applications and they keep marking them as duplicates not honoring their contractual obligations. Issue still not resolved resulting in higher payments. Follow Up to CFPB Complaint XXXX " UnResolved '' : Mohela has XXXX to count Qualifying Payments for XXXX XXXX Military Service Issue : Not getting full credit for Prior XXXX XXXX Military Service for XXXX in XXXX with Waiver. I had XXXX XXXX Consolidations before XXXX for account history to credit time before then in accordance with waiver. My XXXX XXXX XXXX XXXX started in XX/XX/XXXX ( uploaded to fedloans XX/XX/XXXX ) Requesting XXXX XXXX XXXX Military Qualifying Payments be Credited to Qualifying to my account from the Dates XX/XX/XXXX thru XX/XX/XXXX ( XXXX Qualifying Months ) & XX/XX/XXXX thru XX/XX/XXXX ( XXXX Qualifying Months ) Supporting Documentation is A. Retroactive ECF Form from my XXXX XXXX XXXX XXXX ( Review A & XXXX together ) XXXX XXXX Honorable Discharge Paperwork ( Review A & XXXX together ) XXXX Snapshot from Student Aid website that shows my loans prior to XXXX that Fedloans could not see to give those 27 months of credit. XXXX Department of Education XXXX Fact Sheet ( Yellow Highlight shows XXXX XXXX will be Honored as Qualifying ) Desired Solution : Please review Supporting Documentation A, B, C to credit XXXX additional qualifying payments for my XXXX XXXX XXXX time. Only XXXX of XXXX can see my Account History on Step C to show I had loans that pre-date XXXX to credit my XXXX XXXX Military Service. Tracking Forgiveness should be no later then XX/XX/XXXX 2022
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my PSLF application. I am supposed to be on automatic forbearance. I called them and they agreed but said they could not put me on an automatic forbearance. They were useless.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was with XXXX with XXXX loans until XXXX when I consolidated to take advantage of XXXX. My XXXX forms were submitted in XXXX, XXXX, and XXXX of XXXX. I was told by Mohela I was slated for forgiveness in XXXX of XXXX because I had enough payment counts based on their looking at my ecfs. Long story short, they have not included the years XXXX through XXXX because they say the nslds is not updated. They say they have to wait for XXXX to update the database. The XXXX and the nslds both say that Mohela is the one to update the database. The Mohela site itself says Mohela reports to the nslds. The student.gov site says the nslds is updated by servicers and universities, not the XXXX. Mohela would certainly fall under the servicer category. So I am at an impasse. My account should be well over XXXX however they only show XXXX because we are missing those 5 years. XXXX of the supervisors at Mohela said she could see on another database, the cdel (? ), that I began repayment early XXXX. However, they will not update the nslds for an unknown reason that they can't even explain to me other than they are waiting for XXXX. I am now about to be billed {$500.00} a month for the next XXXX years until my counts are over XXXX. They have had the paperwork for almost 2 years now ; that should be long enough for the processing they have told me for a year and a half that needs to happen Since this has been nearly 2 years of communications with them, I'm not going to give you a laundry list of dates at this point. I will say that I do have copies of my ecfs, and I also have my printouts from navient showing my payments going back to XXXX. I have also requested formal payment records from navient which should be coming in a couple weeks. I have made several complaints to XXXX, to mohela, to the XXXX XXXX XXXX, and to my state representative. Complaint case numbers can be provided as you need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30134
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: please CC all companies you are finding below THAT ARE HIGHLIGHTED. CC : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This notice is to inform you that someone unlawfully reported an unauthorized account on my consumer report. I have not given you written permission to put anything on my credit profile.. The purpose of this letter is to dispute the validity of the debt being claimed under the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I strongly believe that this alleged debt is in direct violation of the XXXX XXXX XXXX XXXX, which prohibits any form of debt bondage or involuntary servitude arising from XXXX XXXX. I am a victim of XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34639
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I'm struggling to get Mohela to process a simple customer service request. I am trying to switch my student loan repayment plan from an XXXX plan to the standard XXXX plan. I first called Mohela to request this change on XX/XX/2023 and was told it would take XXXX business days. When the change was not reflecting on my account a month later, I placed a second call ( on XX/XX/2023 ) to follow up. The representative that I spoke to expressed that it shouldn't have taken so long to make that change and assured me that it would be processed by the following Tuesday ( XX/XX/2023 ) at the latest. When the change was still not reflected on my account by that date, I called a third time and was told, again, that it would be XXXX business days. Once again, I waited the XXXX business and, when the change still had not been made, called a fourth time ( on XX/XX/2023 ). The representative I spoke to that time told me that it actually takes 60 days, not XXXX ( as I had been told by each of the XXXX prior representatives I had spoken to ), which was why it had not yet been processed. I asked to speak to a supervisor, but was disconnected while holding ( I had already waited over an hour on hold to speak to the first representative ). To date, my request still has not been processed. I am submitting this complaint because I am concerned Mohela is kicking the can down XXXX XXXX on this request. I had a similar issue in the past getting Mohela to process a very basic customer service request ( correcting obvious errors in my PSLF count ) and was only able to get help from Mohela after filing a CFPB complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Received electronic ( e-mail ) billing statement from MOHELA ( loan servicer ) on XX/XX/ with a due date of XX/XX/XXXX This billing statement was backdated to XX/XX/ and did not provide the 21 days advance notice as outlined by the Department of Education ( information here : https : //studentaid.gov/manage-loans/repayment/repaying-first-time ). The correct payment date should be XX/XX/. I have submitted the payment today ( XX/XX/ ) but am concerned that this will count as a late payment on my credit report. I have been unable to reach a representative of MOHELA on the phone, as the website reports high call volume.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A