Date Received: 2023-08-25
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Mohela has informed me that I have met the requirements for the XXXX program and should be forgiven for my school loans. I met this requirement in XXXXXXXX XXXX XXXX and have submitted the necessary paperwork. I have waited beyond the 90 day business day period. Many borrowers that have applied well after me have received forgiveness. Mohela has explained that I did meet the requirements and they are waiting on the Department of Education, however nothing has been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am employed ( two jobs, each XXXX XXXX ) by XXXX XXXX XXXX XXXX and thus my federal student loans qualify for Public Student Loan Forgiveness. I hit XXXX qualified payments ( toward PSLF ) at the end of XXXX. I sent in two employment certification forms this year, which showed my qualified payment counts are higher than XXXX. Mohela ( student loan servicer ) told me that my loans were sent " direct to discharge '' to Federal Student Aid at end of XXXX however this year they have not yet been forgiven/discharged. I have called Mohela several times and they can not tell me a timeline of how long to wait, nor review if my information was sent and communicate with FSA on what the hold up is. I have also filed a complaint with FSA on XX/XX/XXXX and this is still pending ( though originally I was told I would get a reply within 15 days ). I can not get an answer from anyone to check if my loan information was correctly shared to FSA from Mohela, and what the hold up is. I did have some other loans that were forgiven via PSLF this XXXX, but the majority are still being held up even though these have more qualified payment counts!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22312
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: PSLF ( public service loan forgiveness ) : There was a Special Waiver in XX/XX/XXXX. I applied for Public Service Loan Forgiveness when I had made XXXX payments in XXXX XXXX I then waited for a delayed period of time and my application was accepted, but the new servicer needed to count the payments. My application was being transferred to MOHELA. After another 6 months, MOHELA finally had some information, but it didn't take into consideration the Special Waiver. I then initiated reconsideration for my PSLF application. 1. MOHELA is not counting all the Qualified - Special Waiver payments because of deferments. Im showing 95 payments instead of XXXX. All the payments should be counted because I should have been given the option to be on other payment plans. 2. If indeed these Qualified - Special Waiver payments ( or if I did not make a payment ) are not qualifying, I would like to escalate the issue because when I called FSA, my loan servicer ( there have been several over the years ), and my employer, no one had information about PSLF. They couldnt tell me if I was eligible or not, and if I was eligible, could not give me information about what I should do to remain in good standing. I called in XXXX when PSLF was rolled out. I called again in XXXX XXXX XXXX XXXXeach time I had to make a major decision. Without the information, I still had to move forward. The information about PSLF was first published to the XXXX site in XXXX exactly the year after my 10 yr tenure with a qualifying PSLF employer completed. These issues are not isolated to MOHELA. All student loan servicers I have had contributed to this, but MOHELA is my current student loan servicer. In one of my calls, the rep at MOHELA told me that PSLF is on hold pending the XXXX case decision. I informed him that the XXXX case is regarding the one time Student Debt Relief. He said he thinks PSLF is on hold pending the Student Debt Relief decision. He is either misinformed, or MOHELA should not be holding the PSLF program up for the debt relief, which is somewhat unrelated. Student Loan servicers benefit from holding loans and discharging any for PSLF or debt relief is a financial blow to them. If this is happening, it is unethical. If it is not happening, then the misinformation that is being given to borrowers is at an unparalleled level, adding to borrower confusion. 3. MOHELA refers me to XXXX XXXXDept of Education . XXXX XXXXDept of Education refers me to MOHELA. I keep going through this loop endlessly. IDR application ( Income-Driven Repayment alternate plans ) : At this point, I have been on so many calls, going through automated systems, not getting the information I need from MOHELA or from XXXX XXXX that I am at my wits end. 1. I lost my job in XXXX XXXX. I selected the option for having a significant change to my income. I was told that I would not be asked for tax information, but I was. When I did have to enter my XXXX, the instructions were not clear about estimating the current year XXXX, or instead, including the very last tax year XXXX, or as suggested by FSA, the year before that XXXX. But what I put in for my income matters. At no point was I asked for income and debt breakdowns. 2. It was also not clear whether I should include Unemployment Insurance ( UI ) payments as income ( I also qualify for XXXX and for state-sponsored healthcare, XXXX XXXX XXXX What I put in for the current years AGI matters because it changes my IDR payment plan and payment amount. It does not make sense to me to pay XXXX XXXX XXXX XXXX for an IDR payment when I am unemployed. If I were to report UI at $ XXXX ( $ XXXX ), it doesnt take into consideration my mortgage, HOA dues, or energy bills. Selecting having a significant change in income didnt have an impact my payment whatsoever. 3. Being on an IDR plan should increase my PSLF payment count, but I can not complete the application. Ombudsman for Student Loans : XXXX XXXX XXXX ( Thursday ) I tried calling and got an Ombudsman call center. After 40 minutes on hold, the person there was argumentative and would not listen. He gave me a number for the Dept of Education and insisted I needed to call that number. He also insisted that XXXX XXXX is not a part of the Dept of Eduction , and it is. When I called that number it was for loans in default. My loans are not in default. XXXX XXXX XXXX ( Friday ) I tried calling the Ombudsman call center again. I waited 20 minutes on hold. When that person realized I need to speak to the ombudsman, she tried transferring me to the ombudsman. However, I got a message that the Ombudsman is not accepting calls at this time ( or similar ). I called back again and waited another 20 minutes and while I was discussing things with the person, the call disconnected. It was a Friday, so I thought I'd try again on Monday. XX/XX/XXXX ( Monday ) I tried calling the Ombudsman call center again. I waited another 20 minutes on hold. This time I'm being told that I can not be transferred to an Ombudsman, but need to be placed on a list to be called. I asked what the turnaround time is and they told me it could be days, a couple of weeks, or several months. Repayment is starting soon and this is not helpful. The person then told me that I should call MOHELA and get on an IDR plan. I explained to her that another reason I need the Ombudsman is the IDR application that is broken because MOHELA sends me to XXXX XXXX/Dept of Ed , and XXXX XXXXDept of Ed sends me to MOHELA. I informed her that in this complaint about MOHELA, I now have to add the Ombudsman 's office to the complaint because I have been going through this since XXXX, repayments are restarting, and I can not get resolution. The Ombudsman who should be able to help untangle this is also unavailable in a timely manner. I have been going in circles.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: It has now been nearly 8 months since I submitted my PSLF application. Mohela confirms I have made more than the required 120 payments however they have failed to discharge my student loans. This is absurd and unacceptable. Payments will soon be resuming and I would appreciate it if Mohela could finally take some action on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to formally lodge a complaint regarding a serious error in the loan discharge process related to my account. I recently received a loan discharge letter dated XX/XX/2023 to my account inbox which states that my loan has been discharged. When talking to a customer service agent about next steps she told me this letter was sent in error and meant for someone else. This erroneous information has caused me significant distress. I have repeatedly been given misleading information which is negatively impacting my loan forgiveness/discharge. The incorrect discharge information in the letter has led to unnecessary XXXX and I am deeply concerned about the accuracy of my account information. I would appreciate a written explanation for the error and a timeline for when the issue will be resolved. I can provide copies of relevant documentation, including copies of the loan discharge letter sent to me. Should you require any additional information or clarification, please do not hesitate to contact me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19348
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing this letter to request that my in-school deferments are waived/ reversed for XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX to XX/XX/XXXX. XXXX reason is that I am part of the XXXX v XXXX case due to going to a fraudulent college ( XXXX XXXX XXXX XXXX XXXX ). As a result, any student loan related information/penalties pertaining to that college should not apply to me. This includes the in-school deferments shown on my Mohela and student aid accounts. Also, the Master Promissory Note ( MPN ), contract, between myself and federal student aid was not abided by from federal student aid nor XXXX. The XXXX states that if the XXXX processes a deferment based on information received from my school, I will be notified of the deferment and will have the option of canceling the deferment and continuing to make payments on my loan. ( This was not offered to me. ) The XXXX received information from my previous schools about my status, but the XXXX failed to inform me unlike what was stated in the XXXX. Both XXXX XXXX XXXX XXXX XXXX and XXXX University provided information regarding my enrollment status, but the DirectLoanServicingCenter did not inform me of the option established in the MPN. Therefore, my time in in-school deferent for those periods should be waived as the XXXX nor federal student aid abided but the contract.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My PSLF was accepted certified and submitted to Mohela on XX/XX/2022. I have spoken to Mohela to ask the Federal Student Aid be provided the credit information. XXXX sent me a form indicating Federal Student Aid is waiting on Mohela to provide the counts to them. I have spoken with Mohela often and requested. Assure this is happening. I am consolidating loans. This is urgent information for XXXX. I can see my credits for PSLF on Mohela site and on my account. Unfortunately my servicer, Mohela has not provided Federal Student Aid with the information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17543
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA increased my student loan balances by a large amount. I have called them and messaged them. they said I should be receiving a refund check from the treasury for over {$20000.00}. To date I have received one treasury check for {$4800.00}. I am still missing money yet my student loan balances have increased
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 162XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I reached XXXX payments in late XXXX. I called MOHELA in XX/XX/XXXX and was told my loans were sent to the Department of Education and I would need to wait 90 days for my loans to be forgiven. In XX/XX/XXXX, I called MOHELA again because my loans hadnt been forgiven. I spoke to a supervisor, XXXX, who claimed she manually added me to the direct to discharge list and I should have my loans forgiven in 90 days - at maximum by XX/XX/XXXX. XX/XX/XXXX came and went and my loans were not forgiven. I called MOHELA again in XXXX and the person I spoke with said there is no manual direct to discharge list and I just had to keep waiting. At this point Ive been waiting almost a year for my loans to be forgiven and can not get a straight answer as to why I still have loans when Ive met all the PSLF requirements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48134
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have had over the required 120 qualifying payments for PSLF forgiveness since XXXX of XXXX. Since that time I have submitted 2 additional PSLF forgiveness forms and I am now at 141 qualifying payments as of XX/XX/XXXX. I have called MOHELA representatives multiple times asking my my loans have not been forgiven and they can confirm I have the required qualifying payments but they can not explain why I havent been forgiven or what their process is to confirm when I will be forgiven. I have also submitted a message request asking MOHELA why I havent been forgiven but got an autogenerated reply with no details.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 491XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A