Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: According to my PSLF and TEPSLF information that Mohela has, I was a Deputy District Attorney in XXXX XXXX, California from XX/XX/XXXX to XX/XX/XXXX. All monthly payments were made. Mohela is only counting back to XX/XX/XXXX and refuses to apply the previous decade of service. I have called them approximately 10 times over the past year. Ive been told its a system error, that they are still counting, and that I dont qualify with ZERO explanation. I have tried to write in a complaint to them but the webpage then directs you to call them. I have received form emails that explain nothing. I have recovered form emails saying that my problem is unique and I should call them. All emails to them result in form emails back. No one is helping. They list payments as qualifying only back to XX/XX/XXXX and do not apply the first decade of my service. There are no listed ineligible payments and they claim ALL eligible payments have been applied. They have my forms where the County signed off that I was, in fact, in public service for roughly 17 years. I have tried everything and they will not help. I appreciate you reading this and doing what you can. This should be a no-brainer as I am WAY over the 10 year requirement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I notified on XX/XX/XXXX that my Federal Student Loans were forgiven as of XX/XX/XXXX. I received a letter from MOHLEA that the Biden- Harris Administration forgave my loans, contacted the credit bureaus before the end of XXXX XXXX I reached out to XXXX and XXXX. XXXX was corrected. XXXX has corrected, XXXX is still working on it. I sent letter yesterday with all documentation that should arrive on XXXX XXXXXX/XX/XXXX. Just got my updated 3 bureau scores and my Student loan is still affecting my credit scores. Even though it was forgiven as of XX/XX/XXXX. I inquired to credit bureaus as to how my credit scores were higher with a balance of {$350000.00} on XX/XX/XXXX. My present scores are lower and my debt is now only {$5800.00}. My credit report reads : Excellent on all aspects. Except - The remaining balance on your mortgage or non-mortgage installment loans is relatively high. 51 % listed by XXXX. The Biden-Harris Administration gave credit to the loan and forgiveness date was 18 months ago on XX/XX/XXXX. Credit Bureaus tell consumers we are using to much credit or not using enough. I use my cards and pay them off in full when the bill is due. Why is it held against me? Why if my loan is forgiven, is it still showing payments on my credit report up to and including XX/XX/XXXX?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92264
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to make a complaint on the various issues I have had with my student loans since XXXX. I am sure you are receiving numerous complaints and I am sorry to add one more but after all these years, I still am continually given the wrong information and led down the wrong path to resolve my student loan debts. I am going to start with a basic time line and issues around what I have faced since XXXX. Timeline : XXXX XXXX XXXX and student loans moved to payment options. My husband ( Ex-husband now ) also had a student loan debt from XXXX. Interest rates were really high and started having children so working parttime. Got into the consolidation trap and took my exs student loan and my student loan and consolidated into one loan under my SSN. XXXX consolidated loan was transferred from one private company to another. No clear guidance or options provided on how to deal with monthly payments and was always just told to put into deferment. XXXX XXXX husband lost job and was without a job for 3 years and only living off one income. Again, multiple companies and same issue of putting loans into deferment vs other options to pay. XXXX Fighting to get PSFL program for student loan to no avail. Things are falling apart at this point with courts and working toward divorce with ex-husband. XXXX XXXX finally going through. I called fed loans to try again to get help with student loans since I was now responsible for the full amount of the debt in the divorce because it was under my SSN. Thank goodness due to my divorce, they were able to do a consolidation to put me in the correct direct loan to be a part of the PSFL. XXXX XXXX Finally started making payments toward qualifying payments on PSFL. Kids are finally starting to go to college and my PSFL was mine and then I was also taking out parent plus loans toward their education. Fed loan was great. My PSFL was treated as a separate entity and my IDR paperwork was for the PSFL to ensure I still met all the requirements. I had two payment plans, one for the PSFL that was XXXX and credited my account with the qualifying payments, while my parent plus loans were standard and applied specifically to those obligations. Of course, I had those weird months that were not qualified payments due to XXXX paperwork being processed and having to pay the {$5.00} so of course I figured 10 years would actually be XXXX due to XXXX month a year not being given qualifying payments. XXXX XXXX Everything goes to XXXX again and I am spending months on the phone due to XXXX mess up after another, documents getting lost because contracts have changed and my fed loan is now moving to Mohela. My payment counts go from XXXX to XXXX to XXXX to XXXX to XXXX. Mohela says it is student XXXX responsibility and student aid cant give me any answers. Everyone around me who just got in during the consolidation in XXXX have their debt forgiven with the one-time adjustment and I am still fighting over just the payments and counts from when I was in the program since XXXX. XXXX XX/XX/XXXX send email to Mohela to address payment counts. They respond with student aid needs to tell them the count and maybe by spring XXXX they XXXX get to me. I can understand but when I am showing that my payments are much higher than theirs and I should only have XXXX payments left just based on XXXX being in program when they are telling me I still have XXXX payments left to pay it can be a little frustrating. XXXX XX/XX/XXXX I send a complaint to the student aid site about the payment count issues and discrepancy and they respond on XX/XX/XXXX with the same canned comments that Mohela did about being patient and they may get to me by XXXX XXXX. XXXX XX/XX/XXXX call Mohela to discuss payment plans. Currently they have me on standard repayment at XXXX a month and have parent plus loans and PSFL as one payment plan. They told me to go to student aid and do IDR. Student aid says XXXX would be XXXX a month and then tell me to consolidate my parent plus loans. Seriously I am this close to the finish line and they want me to consolidate and start back at XXXX counts. Mohela wont treat them as separate plans so I know my qualifying payments are going to the XXXX while my parent plus is getting payments so the interest does not cap at the end of the year. ( That is why I am in this current situation for a student loan that started at XXXX and is now XXXX ) I have to start making payments in XXXX and play catch up on interest for XXXX and still have no clear end in sight on how I am going to pay and make sure my qualifying payments dont get messed up like they currently still are. Based on the new one-time payment adjustment, prior to entering into PSFL in XXXX, by pure luck, I met the rules of 32 months of deferment ( divorce and court issues ) for any reason and yet they cant seem to give me those credits. There are also at least XXXX payments that are not credited that qualify just for the XXXX time period. With all of these simple to validate payments, I would be way past the XXXX and the PSFL should be forgiven just like the rest of those who have already had their forgiven. If I could get the PSFL resolved, there would be no issue or confusion paying on my parent plus loans. I am sure there are quite a few folks in the same situation with me that have parent plus and PSLF and they should not be treated as the same loan and payments in XXXX chunk that Mohela determines where the money will be applied. They do say you can go in and put specific payments to specific loans but there is nothing on whether those payments that you as a borrower break up would still count as qualifying payments on the XXXX. Student aid is taking no stance or has no understanding on this as well and is leaving it up to Moehla. I dont think I am asking for much but I have been battling this since XXXX and have been battling it even more since they moved over to Mohela as well as the one-time payment adjustment and COVID qualifying payments. It is just very frustrating to still keep fighting this especially since I have worked for the same government qualifying employer since XXXX. I cant afford the IDR payments and will barely make the XXXX standard. I just want the PSFL to finally be forgiven based on the payment counts and new rules on what qualifies as a payment count. I am so close to the end and cant seem to get either agency to come to an agreement on how my counts should be handled or even how I should be making monthly payments. I know that if I make standard payments, I will probably not get qualifying payments put to my PSFL. My other fear is that they will take the one lump sum and put it all toward my oldest debt which is the PSFL and my parent plus loans will have the interest continue to accrue and be capped on the principle at the end of the year which will put me in the same situation I am in from my personal student loans back in XXXX. I also feel there should be clear guidelines for those borrowers who have personal student debt and parent plus to have the ability to treat them as different payment streams so payments are applied correctly, especially if you have some in PSFL and some in parent plus loans. Borrowers should have the right to have clear guidelines and understandings in place when it comes to multiple type loans and how those payments could be applied without causing issues with PSFL or other types of forgiveness options. I have included the various emails I discussed in this letter as well as the PSFL employee verification that I have uploaded to Mohela and documents showing what payments are missing from my qualifying and which ones they list as non-qualifying. I have been very patient throughout this whole process but with payments now coming due and no clear guidance and still having issues just getting qualifying payment counts addressed, and having no clear avenues to make complaints, I just want fair treatment for borrowers and not a pick and choose and how do they even pick and choose who they will look at compared to who they will keep putting off. I am so close to the end, I did not pursue any of the other forgiveness options that were available to me and I figured why when with the one-time adjustment, I was way past the XXXX. I did send a similar complaint to my state representative as the website suggested and their response : It would be fiscally irresponsible for the government to pay off your student loan debt. Didnt even address the issue of policy and procedure needs to be in place to address these issues in the first place around student loans and moving to a better path forward. I also called the Ombudsmen group and they also told me they could not help me with this issue and to be patient. Thank you for your time and hope this helps in building a better repayment option for borrowers in my circumstances for monthly payment plans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I've been enrolled in the Public Service Loan Forgiveness program for years, approved initially when XXXX serviced my loans and recently MOHELA. In XX/XX/XXXX, Mohela sent me documentation stating that I had seven payments left to get PSLF, including my job history until XXXX. I submitted paystubs and my XXXX XXXX to confirm that I still have the same employer. I have plenty of documentation indicating my enrollment in the PSLF program for the required ten years of payments under the limit waiver. On XX/XX/XXXX, I received an email from studentaid.gov saying that my current nonprofit job of seven years is not eligible for the PSLF. The email had a link that stated what next steps I could take, but the link sent me to a blank page on the Federal Student Aid website. Then, on XX/XX/XXXX, MOHELA submitted documentation stating that I was still enrolled in the PSLF but now claimed that I still had XXXX payments left until I got PSLF. I want to ensure I get my student loan debt discharged through PSLF ( i.e., that the federal government honors my time in the PSLF and its past approval of my employer ). I was encouraged years ago by a XXXX representative to sign up for PSLF. For several years, I relied on information from XXXX that indicated my payments through my nonprofit employer qualified under PSLF. XXXX and MOHELA have kept a record of my time in the PSLF. On the cusp of getting my loan discharged for ten years of PSLF participation, studentaid.gov now tells me I am not eligible, and Mohela changed the number of payments left until PLSF. I am frustrated and agitated. As a military veteran who served this nation, all this feels like a slap in the face. My loan servicer provider and the Dept. of Education aren't communicating or on the same page. I'm close to PLSF, and now the rug is being pulled from under me when it seems like I will get loan forgiveness. It's unacceptable since I am dealing with financial uncertainty and emotional distress due to contradictory messages from MOHELA and studentaid.gov. I am in the process of seeking legal counsel from the XXXX XXXX XXXX XXXX XXXX XXXX at this time. But I also want to file another CFPB complaint against my loan servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: As student loan repayment approaches, I sent in my request for to be put on the SAVE plan. Under the SAVE plan, with my current income, I should have $ 0 monthly payments. A month later, I get two letters one my loan servicer, Mohela. One is dated XX/XX/XXXX and one is dated XX/XX/XXXX but both showed up on XX/XX/XXXX. The first one claims my upcoming payment is {$0.00} but the second one says {$99.00}. I called Mohela and spoke to a customer service rep. I was told that they had no idea why this mix up happened and they would see if they could fix it by the time payments resume. I was told that they tried to " delete '' the {$99.00} request ( which I never made ) and that it would take 2-3 weeks to show up in my account. A few months ago, they also " lost '' my PSLF annual certification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32605
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan servicer MOHELA is doing a poor job on handling my student loan payment process : 1. I made a payment on Federal student loan on XX/XX/2022 for {$5200.00} and that was the time my loan was undergoing a transition from Fed Loan to MOHELA. MOHELA lost the payment. I have kept calling them for the last 1.5 years about this, and recently I found that they raised my loan from {$25000.00} to {$30000.00} because they think they found the missed payment and refunded it to me since it was made during COVID and I can ask for refund. ( I still haven't received anyway, it's been half a month now ). My problem is that I have never borrowed {$30000.00} ; the missing {$5200.00} was made my loan was {$25000.00}. So I was charged extra for finding that missing payment back. And last week, I called their customer service, they said that they are going to adjust the amount after investigation in 7 days. Still haven't seen the adjusted amount, but the repayment under {$30000.00} is already on its way. 2. My school starts on XX/XX/XXXX, and my in-school deferment couldn't make until the end of XXXX, this will make me pay for {$700.00} at least until in-school deferment could be notified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been in and am eligible for income based repayment since I XXXX in XXXX. I logged into my account recently and found MOHELA had taken me out of IBR and put me in level payment raising my payment from {$400.00} to {$1100.00} ( after no changes by me re : my income ). One loan was put into SAVE, all other in LEVEL. They are all eligible for SAVE or income contingent repayment per Studentaid.gov, and my payments should be between XXXX and XXXX depending on if I choose SAVE or ICR. On level ( again their mistake ) my account would be immediately overdrawn if this amount was debited, but if I remove my account, I lose my .5 % decrease in interest for having auto-debit. I called and the person I spoke to XXXX told me this is happening to a lot of people. She could offer not solution other than for me to reapply and if they can't process it before repayment, which they said they can't, I will be in administrative forbearance, which over the long run obviously costs me more money as my loan is accruing interest while Mohela " figures it out '', enriching them in the long run. Great little scheme if that's what they're doing on scale which it seems it is since their rep actually just said that. And after speaking to them, all I got was a letter saying I'd been put in level payments. Are you kidding me? They have offered NO solutions for their mistake and I'm the only one who suffers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan payments have been over XXXX payments for almost a year ; I have initiated all needed forms and verification to Mohela, and they are continuing to claim they have no control over getting the US Dept. of Education to update the payment counts. My initial PSLF application was with XXXX XXXX, and then it needed to be transferred to Mohela. Then, I needed to do the consolidation, which happened prior to the deadline for consolidation in Fall of XXXX. Then, an updated PSLF application was needed to update the payment accounts for XXXX, XXXX, and XXXX, which was submitted and accepted XX/XX/XXXX. Now, 7 months later, my payments are still not updated. Every single call or chat with Mohela has no resolution. Mohela says they are at the mercy of the US dept. of Education to have the payment counts updated. Both Mohela and StudentAid.gov need to update payment accounts faster, and it is especially egregious that they have not updated the payment counts for those that do qualify for forgiveness, forcing me to jump through yet more hoops in order to get into deferment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company can't verify or dispute the facts in the complaint
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I paid off my loan at the end of last month and sent a message to them on XXXX about what would happen next with paying it off but never heard back. Their app says they will message back within 1-2 business days but they havent yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A