Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been a XXXX XXXX for almost 12 years. I am writing today because I have been waiting for two years for my PSLF discharge on my student loans to process from the U.S. Department of Education. The loan servicer indicates that I met the qualified number of payments in XX/XX/XXXX. I am now more than 28 months past that date. I have called repeatedly for guidance or answers ( both the previous servicer and now our current servicer ), and no one seems to be able to assist me. Prior to XX/XX/XXXX, I was assured on every phone call that nothing more was needed, and that the loan forgiveness was in process. We were told to just wait. The servicer indicated that they have done everything they can do, and we are now waiting on a response from the U.S. Department of Education. Then, on XX/XX/XXXX, I was told that no application was on file for me, and I needed to submit a new application. I did this immediately on that day and submitted it through the portal. It has now been five months the servicer still does not have any answers for me. They put in a PSLF forbearance in the system, but now the loans are accruing interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Issue with income share agreement
Subissue: Billing or statement issues
Consumer Complaint: The issue i am having is my loan was for XXXX for my daughters loan and now after Mr Biden started my payments back up the loan is now XXXX becuase of me going throw a divorce and navient said I could do forbearance and not get I trouble i have been paying minimum payment for q3 years now well here I am in trouble please help me XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I previously held student loans with both XXXX and Mohela for my XXXX and XXXX loans respectively. In XX/XX/2023 I was informed that my graduate loans were transferring to Mohela. As the payment pause came to an end, I realized that Mohela had my payment amounts for my graduate loans, which were {$0.00} per month prior to XXXX, set to the same amount as a standard XXXX year repayment plan. I looked on studentaid.gov and saw that my XXXX recertification date was in XXXX of XXXX for these graduate loans, however due to the CARES act, recertification of XXXX plans should not have been required during the COVID forbearance period and studentaid.gov stated that no recertification should be required until a minimum of XXXX months after the payment pause has ended. Studentaid.gov advised that recertification dates were being updated, but would take time, so I waited. When I received notification from Mohela that they would be expecting a payment of the full standard XXXX year repayment schedule amount I tried to get in touch, however due to long wait times and living abroad I had limited overlap with their support lines hours of operation. Eventually as the deadline neared I sat on the phone for XXXX waiting to speak to someone only to be told that I couldn't be heard and hung up on. I phoned back the next day sat on hold once again for multiple hours and eventually got through to support person in training. Once I was on the phone with support, I was given incorrect information multiple times about the need to recertify. I was told that since the loans were in forbearance I had to recertify, and the support person requested that I work through a recertification with them on the phone. I was also told that I could switch to SAVE for my graduate loans, which I told them I did not want to do at this time. I also insisted multiple times that I did not want to recertify, and that no recertification should be necessary as this was contrary to the CARES act and studentaid.gov 's guidance about XXXX plan recertification as the payment pause ended. Eventually I insisted that I just wanted to get my currently applicable recertification to be adhered to, my payment amount of {$0.00} per month to be adhered to, and the recertification dates in their system to be updated in line with the guidance provided on studentaid.gov. At this point the support agent told me they were given guidance on what to do, and would proceed with submitting a change to get things fixed. However, Mohela 's website still has my loans being due for payment today, and I have very little confidence that they will be adhering to my request to not recertify at this time. Having to wait on the phone for multiple hours in order to speak with someone for support is not acceptable, and giving incorrect information to borrowers which is not in agreement with government advice and legislation which will potentially negatively impact borrowers financially is negligent at best and likely not in compliance with their obligations as a student loan servicer. I believe that by insisting on recertification at this time that Mohela is attempting to collect additional funds from borrowers than they are obliged to pay if the CARES act were being adhered to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA has misapplied my payments and currently does not know where the money is. I have bank statements going back as far as of XX/XX/XXXX showing money withdrawn from my account and CLEARING my account. I tried calling MOHELA yesterday ( XX/XX/XXXX ), however it was over a XXXX minute wait. I called them this morning and waited over XXXX minutes. I spoke to XXXX @ MOHELA around XXXX XXXX ( XXXX ) and she was a trainee and unable to assist me with my concern. I waited on hold for another XXXX minutes and spoke to XXXX @ MOHELA around XXXX XXXX ( XXXXXXXX ). Per XXXX @ MOHELA, in their system it shows that payments were made and/or cancelled or reversed on their end. She went over the amounts and their information is way off. Per XXXX, nothing appears to be wrong on their end and now wants me to submit a substantial amount of proof, which is going to take me a lot of time to gather and send over. There is something wrong with their system or someone may be embezzling money on their end. This should not be happening to me and it is wasting a lot of my time on their errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I started payments on the student loans XX/XX/XXXX to the U.S. Department of Education FedLoan Servicing. I was accepted in the PSLF program XX/XX/XXXX. One year later I received an email from XXXX stating that it has been one year since my Employment Certification Form ( ECF ) was approved. Reminding me of the need to make 120 qualifying payments and noted that I was not required to re-submit an ECF annually but said it would be a way for me to keep track of my progress. Subject : Public Service Loan Forgiveness - Employment Certification Reminder Date : Wednesday, XX/XX/XXXX, XXXX XXXX It has now been one year since your last Employment Certification Form ( ECF ) was approved. Since this was the last approved ECF we have on file for you, we wanted to encourage you to submit a new one as a way to help you track of your qualifying payments toward Public Service Loan Forgiveness ( PSLF ). As you may know, you will have to make 120 qualifying payments on your loans. while employed full-time by an approved public service organization before applying for loan forgiveness. Although you are not required to re-submit an ECF annually, doing so will help you keep track of your progress toward PSLF eligibility. by confirming that you are still employed with a qualified public service organization. I was asked to submit another ECF even though I was previously informed that it was not required to resubmit annually, I submitted another ECF signed by my HR office in XXXX XXXX, then in XXXX I was notified there was an issue with the electronic signature, and I submitted another form from HR with a handwritten signature. However, my forgiveness date did not return to what was originally promised and Im really concerned as to why! I have been employed with the Federal Government since XXXX with no breaks in service. I did not think it necessary to keep track of my progress if I remained employed and made regular payments. After forty-eight years of Government service, Im planning to retire soon and would like to know when this loan will be forgiven. Now, after the loan was transferred to MOHELA, I was asked to provide another Employment Verification Form signed and dated from my HR Office. Also, Im seeing the loan witch I thought was combined into one loan is actually four separate loans for each of the four years my daughter was in school. With the first one only to be forgiven at this time. And one and two more years for the other three. Is there any way I can have these loans combined to one and maybe be forgiven. As I mentioned earlier, I am ready to retire.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans were moved to MOHELA as part of the XXXX XXXX program. I do not want to default again but when I log into MOHELA, it shows that I have XXXX balance even though studentaid.gov still lists my student loan debt at over XXXX. If I can't pay in XXXX, I'm going to be punished for MOHELA 's inability to process my loan information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: During the pandemic I applied for a PAYE IDR plan with the Department of Education and was approved on XX/XX/XXXX for payments of {$510.00} with my previous servicer, XXXX XXXX. I applied for this in order to apply for PSLF, for which I was approved and moved to MOHELA. However, now that payments are resuming, MOHELA has adjusted my payment to {$1500.00} as if I was never on a repayment plan and when contacted they tell me they dont have any information about a previous IDR plan from the transfer from XXXX XXXXXXXX and I need to apply for an IDR to get a different payment. However, this cant be possible because I could not even apply for PSLF without first being on an IDR. Thus, I need MOHELA to correct my payment amount to the amount of {$510.00} until I need to recertify in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 466XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were transferred to Mohela since I'm part of the PSLF program. It takes FOUR HOURS in hold every time you call, at minimum, and you get untrained low level call vented employees who give you wrong and different information each time you call. They all give wrong info that contradicts each other and are having me pay the wrong amount and nobody knows how to correct it, nor do they understand the federal payment programs. You spend 4+ hours on hold each time and get totally different and wrong information from the last person. I can't get straight info and my payments affect my life in a huge way so I need correct info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55313
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: To Whom It XXXX Concern : This letter is being sent to you in response to notices sent to me from your company and more importantly, due to your erroneous reporting to the Credit Bureaus, the highly negative impact on my personal credit report. Please be advised that this is not a refusal to pay, but a notice sent pursuant to the Fair Debt Collection Practices Act, 15 USC 1692g Sec. 809 ( b ) that your claim is disputed and validation is requested. This is NOT a request for verification or proof of my mailing address, but a request for VALIDATION made pursuant to the above-named Title and Section. I respectfully request that your offices provide me with competent evidence that I have any legal obligation to pay you regarding the following account Mohela /Dept of Education Please provide me with : 1. What the money you say I owe is for. 2. A detailed explanation of how you calculated what you say I owe. 3. Copies of any and all papers that prove I agreed to pay what you say I owe. 4. A verification or copy of any judgment, if applicable. 5. The identity, name, and address of the original creditor. 6. Proof that the Statute of Limitations has not expired on this account. 7. Proof that you are licensed to collect in my state. 8. Your license numbers and Registered Agent or Agent of Service. At this time, I will also inform you that if your offices have reported invalidated information to any of the XXXX major Credit Bureaus ( XXXX, XXXX or XXXX ) this action might constitute fraud under both Federal and State Laws. Due to this fact, if any negative mark is found on any of my credit reports by your company or the company that you represent, I will not hesitate to bring legal action against you for the following : 1. Violation of the Fair Credit Reporting Act 2. Violation of the Fair Debt Collection Practices Act 3. Defamation of Character If your offices can provide proper documentation as requested in the following Declaration, I will require at least 30 days to investigate this information and during such time all collection activity must cease and desist. Also, during this validation period, if any action is taken which could be considered detrimental to any of my credit reports, I will consult with my legal counsel for suit. This includes listing any information with a credit reporting repository that could be inaccurate or invalidated or verifying an account as accurate, when in fact there is no provided proof that it is accurate. If your company fails to respond to this validation request within 30 days from the date of your receipt, all references to this account must be deleted and completely removed from my credit report and a copy of such deletion ( to any/all of the XXXX major credit reporting bureaus : XXXX, XXXX and XXXX ) request shall be sent to me immediately. I would also like to request, in writing, that no telephone contact be made by your company to my home or my place of employment. If your offices attempt telephone communication with me, including but not limited to computer generated calls and calls or correspondence sent to or with any third parties, it will be considered harassment and I will have no choice but to file suit. All future communications with me MUST be done in writing and sent to the address noted in this letter by USPS. It would be advisable that you assure your records are in order before I am forced to take legal action against your company and your client. This is an attempt to correct your records, any information obtained shall be used for that purpose. Best Regards, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 197XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is currently stating that XX/XX/2023 is not a month that counts as a payment month for Public Student Loan Forgiveness because that was a month without a bill. How can they not count it IF NO BILL WAS PROVIDED? Per the repayment restart information, payments were to resume in XXXX. After counting months that were in forbearance due to the pandemic, how can they not count a month when there was no bill provided to pay??
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A