Date Received: 2023-08-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for public service loan forgiveness under the Temporary Expanded Public Service Loan Forgiveness waiver. I have been employed in the public-sector for over 10 years, making on-time and in-full payments the entire time. My loans were transferred to MOHELA and my employers have been certified, unfortunately only the payments made during the covid forbearance are currently considered eligible. The other payments are showing No bill was due for this period, which is blatantly false. I have since been told this is because my Temporary Expanded Public Service Loan Forgiveness ( XXXX ) counts have not been added, but this contradicts the information I am seeing on my account ( which is demonstratably inaccurate ) and I'm not confident the servicer has any record of my payment history. I have been assured the payments should and will be counted but I have been hearing misinformation for the entirety of the 10 years Ive been in public service. This has been well documented ( https : XXXX ) and I have fallen victim to misleading claims throughout the entirety of this process. I am collecting my bank statements that demonstrate all my payments to XXXX in preparation to dispute this and have been told that all the payments will be counted. This entire process has been mired with gotchas that inevitably benefit the lender. I am simply trying to claim what Im owed and have diligently worked for for over a decade.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80214
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602a section ( 4 ) states There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. XXXX is a consumer reporting agency, and I am the consumer. Part I 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and ( ii ) the information is, in fact, inaccurate. 1 ) It was shared that the below addresses are non-mailable and need to be removed immediately. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX, FL XXXX XXXX XXXX, FL XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX XXXX, FL XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX FL XXXX XXXX, FL XXXX XXXX ) It was shared that the below name is not accurate. XXXX XXXX XXXX Once XXXX, XXXX, and Mohela, have been notified of the inaccurate information, they must immediately stop reporting that information until proof that it is valid. Please provide the same proof required of the consumer ( Bank statement, contract, identification etc. ) confirming the above addresses/name are valid. Part II 15 U.S. Code 1681a - Definitions ; rules of construction ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; XXXX, XXXX XXXX, has violated the exclusions by reporting the below transactions. XXXX XXXX Account number ending in XXXX Showing XXXX transactions reported ( page 7 ) Mohela Account ending in XXXX Showing XXXX transacti9ns reported ( page 17 ) Part III 20 U.S. Code 1232g - Family educational and privacy rights The Family Educational Rights and Privacy Act ( FERPA ) is a federal law enacted in 1974, that protects the privacy of students education records. FERPA applies to any public or private elementary, secondary, or post-secondary school. XXXX and Mohela/Dept of ED are showing in the credit report ( pages 15-18 ) Part IV 15 U.S. Code 1681c - Requirements relating to information contained in consumer reports ( 5 ) Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. XXXX and XXXX XXXX XXXX and XXXX XXXX have violated this agreement by providing derogatory marks. XXXX XXXX XXXX ( page 24-26 ) XXXX XXXX ( page 4-8 ) Part V XXXX XXXX XXXX XXXX , Internal Revenue Services Publication 4681 Cat . No. 5108F Canceled Debts, Foreclosure, Repossessions, and Abandonments. Certificate of Indebtedness, and income can not be documented on the credit report. XXXX and XXXX XXXX violated by posting a charge-off ( Page 4 ) Part VI 15 U.S. Code 1681b - Permissible purposes of consumer reports ( 2 ) In accordance with the written instructions of the consumer to whom it relates. 15 U.S. Code 1681e - Compliance procedures ( a ) Identity and purposes of credit users Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. These procedures shall require that prospective users of the information identify themselves, certify the purposes for which the information is sought, and certify that the information will be used for no other purpose. Every consumer reporting agency shall make a reasonable effort to verify the identity of a new prospective user and the uses certified by such prospective user prior to furnishing such user a consumer report. No consumer reporting agency may furnish a consumer report to any person if it has reasonable grounds for believing that the consumer report will not be used for a purpose listed in section 1681b of this title. ( b ) Accuracy of report Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates. XXXX, XXXX XXXX, Mohela and XXXX XXXX XXXX by violating section 1681b for permissible purpose and 1681c for information contained in consumer reports they are also violating compliance procedures under this title. Part VII 15 U.S. Code 1681n - Civil liability for willful noncompliance ( a ) In general Any person who willfully fails to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) ( A ) any actual damages sustained by the consumer as a result of the failure or damages of not less than {$100.00} and not more than {$1000.00} ; or ( B ) in the case of liability of a natural person for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater ; 15 U.S. Code 1681o - Civil liability for negligent noncompliance ( a ) In general Any person who is negligent in failing to comply with any requirement imposed under this subchapter with respect to any consumer is liable to that consumer in an amount equal to the sum of ( 1 ) any actual damages sustained by the consumer as a result of the failure There are 91 individual violations that were violated after written notification was mailed. Failure to comply with the requirements imposed under The Fair Credit Reporting Act, is a total of {$91000.00} of the {$1000.00} per violation for actual damages sustained.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33606
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: Trouble with how payments are being handled
Consumer Complaint: To Whom It May Concern, I am XXXX XXXX, and I am writing to formally file a complaint against Mohela, with whom my account number is XXXX. Mohela currently manages my federal student loans. I am actively participating in the Public Service Loan Forgiveness ( PSLF ) program. In XX/XX/XXXX, Mohela contacted me, notifying that they had taken over the management of my loans from XXXX. They further indicated that my loans were listed under school deferment. This was surprising, as I never requested this status. I immediately asked for this deferment to be removed and for my loans to be shifted back to the COVID forbearance. I clarified that since XX/XX/XXXX, I have been enrolled part-time in a XXXX 's program at XXXXXXXX XXXX XXXX which is fully sponsored by my employer. Furthermore, I have been working full-time and hence have no need for a deferment. Mohela promised rectification but failed to act accurately. Following events have raised serious concerns : Inaccurate Communication and Actions : XX/XX/XXXX : Received a letter from Mohela confirming the removal of the in-school deferment for the period from XX/XX/XXXX to XX/XX/XXXX and approving the COVID-19 Emergency forbearance starting XX/XX/XXXX. XX/XX/XXXX : Another letter from Mohela reported only XXXX qualifying payments for the PSLF, six payments less than my count. They had also reverted my status to in-school deferment. XX/XX/XXXX : Despite assurances in XXXX, Mohela claimed the period from XX/XX/XXXX to XX/XX/XXXX was ineligible for PSLF due to the school deferment status. Upon another request, they agreed to correct it, adding that I should complete an in-school deferment waiver form to avoid future discrepancies. End of XXXX : Received letters confirming the removal of deferment and approval of COVID-19 forbearance, as well as an update on my qualifying payments for PSLF, now listed as XXXX. XX/XX/XXXX : Yet again, I was informed of being put under in-school deferment. They reduced my PSLF qualifying payments to XXXX. I promptly uploaded the requested waiver form and reiterated my request. XX/XX/XXXX : A letter from Mohela stated I had made XXXX payments. XX/XX/XXXX : I was informed my loans were being considered for forgiveness. Yet, on XX/XX/XXXX, the website showed only XXXX payments and a reinstated in-school deferment for XX/XX/XXXX to XX/XX/XXXX, contradicting their prior communications. Suspected Malpractice : Considering the inconsistencies in Mohela 's actions and communication, especially with my loans due to resume repayment on XX/XX/XXXX, I am compelled to believe that these actions might be deliberate attempts to delay or deny my loan forgiveness and accrue further financial gain. Attached are all pertinent documents highlighting the correspondence between Mohela and me, which underscore the aforementioned issues. I earnestly hope this matter is looked into with urgency and rectified. Regards, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
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: 2023-08-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XXXX of this year, I reached out to Mohela via phone call to speak with someone about an error they made to my credit reporting file. I was told that an investigation would need to be done and someone would get back in contact with me in 7-10 days. until this day I have never received a response, therefore I reached back out to Mohela, in the month of XXXX. However, due to high call volume and wait times I wasn't able to reach someone for a follow up response. I have asked Mohela to correct my credit file reporting for the month of XX/XX/2019, to reflect paid as agreed, however, their file continues to state that I was 90 days late for the of XXXX. How? This is the shortest month of any given year. Their error has affected my consumer credit report tremendously. I paid every month consecutively prior to XX/XX/2019, and my credit report states paid as agreed. This error has caused creditors to lower my credit card limit ( XXXX XXXX ). I wasn't late and I'd like for my credit report to indicate paid as agreed and remove the negative 90 days from my credit report and send an update credit report to me and all of the credit bureau ( XXXX, XXXX XXXX, and XXXX ). Mohela, has an obligation by law to report the correct information and this information isn't being displayed correctly on my credit report. I need the month of XX/XX/2019 past due to be removed to reflect their statement " paid as agreed never late ''. Respectfully, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX I have documentation that I met the XXXX required payments for my student loans in XX/XX/XXXX from XXXX XXXX. My loans were fully transferred to Mohela on XX/XX/XXXX. According to their website within 90 days my loans were to be processed and XXXX. By the end of XXXX my uploaded XXXX had disappeared from their system ( the tracker still indicates XXXX payments met ). I called to discuss this. They indicated it would be more time and I was indeed at the XXXX payments. I called again on XX/XX/XXXX and was told they were " pushing it through '' but it would still be 90 days. I filed an Ombudsman with the education department on this day as well. I received a response on XX/XX/XXXX indicating the XXXX that I had met the XXXX stating : " This, compared with the eligible payment periods of your Direct Loans, yields a qualifying payment count of XXXX toward the required XXXX for XXXX. Once MOHELA determines that you have met the requirements for loan forgiveness, XXXX will provide the effective date of discharge so MOHELA can begin the process of discharging your loans. '' I called XXXX again on XX/XX/XXXX at the XXXX business day mark from the day I called in XXXX. They indicated it had been well over the 90 days, but the XXXX was at fault for not certifying the XXXX payments despite the previous email ( above ) from the XXXX indicating that they were waiting for Mohela. I filed another Ombudsman with this documentation as well as the email from the XXXX. I also uploaded the XXXX email to Mohela. I called Mohela again yesterday XX/XX/XXXX to get an update after being on the phone for over an hour, I was again told they were getting a supervisor to " push it through '' as I was way over the 90 days. Before the supervisor was on the line I got pushed back to the main call area and sent to another representative who was in a mentoring process and was unaware of XXXX programming. At this point I requested to directly speak with a supervisor. This supervisor did acknowledge the frustration, but still claimed it was the XXXX. I asked how to contact the XXXX and she stated that the FSA would direct me back to Mohela. This was over XXXX hours on the phone which is a typical time when calling Mohela. I currently have several concerns with my loans sitting on my account after meeting requirements of the XXXX program one calendar year ago. XXXX. Currently the governor created a program to not tax the amount that is forgiven. Considering I met requirements one year ago, I do not want to pay taxes on this amount if this program were somehow to end when my loans should have been forgiven. I also could not pay that amount. XXXX. Payments resume in XXXX. I should not owe payments due to meeting requirements for forgiveness. It was noted that there is a forbearance for this, but I have not noted this to be updated in my Mohela account. XXXX. This amount is on my credit report in my debt to income ratio despite the fact that I met requirements one year ago. I am seeking any support in this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the PSLF a year ago. I had my long time public service verified, and have made well over 120 payments- so I absolutely qualify. Mohela and FSA are saying that I didn't make payments from XXXX. I absolutely did ( was with XXXX & XXXX at the time ) and I have proof of the payments ( see attached ). I have spoken with Mohela multiple times and they say it is out of their hands. I have filed complaints with XXXX online and they are saying I don't qualify. I absolutely do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01970
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/22 I consolidated all of my loans with student aid.gov in the amount of XXXX. However, on XX/XX/22 I received a notices that around XXXX was forgiving under the XXXX from Fed XXXX. Only partial of my loans weee forgiven leaving me an XXXX balance. I was told and it was writing in the new XXXX policy that student loans will take the highest count of payments. I had XXXX payments to qualify for student loan forgiveness which all of my loans should have been forgiven since I consolidated. My remaining balance was sent to Mohela stating I owe XXXX which I knew was apart of the consolidation of the balance of XXXX. I should have a XXXX balance since I consolidated all of my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62702
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, after receiving an email from the Department of Education about applying for the XXXXXXXX XXXX, I took a look at the application, clicking through to see what it entailed. Of course, I had to put in information to advance within the application. Unfortunately, I mistakenly submitted it, which resulted in my student loan payments going from {$230.00} to {$1000.00} per month. I work for an environmental nonprofit ( and am enrolled in the XXXXXXXX XXXX ), a job I got during the pandemic, which increased my salary that. Had I not made this mistake, my payments would have remained at {$230.00} until XX/XX/XXXX when I would have been required to recertify my income ( when payments resume this XXXX, it would ha used my adjust gross income from the last time I certified, which was before I got this new job ). I called Mohela immediately after I made this mistake on XX/XX/XXXX and spoke with XXXX ( ID XXXX XXXX ), who confirmed that I should not have switched to XXXX until XX/XX/XXXX because my payments would go up now and told me to call Federal Student Aid to have them cancel the application. I then called Federal Student Aid on XX/XX/XXXX and spoke with XXXX ( ID number XXXX ), who said that XXXX can not cancel XXXX applications once theyve been submitted, only Mohela can. So then I called Mohela for the second time on XX/XX/XXXX and spoke with XXXX ( ID XXXX XXXX ), who said my XXXX application would be automatically denied because my new monthly payment would be higher than my current payment and their system would think something is wrong or that I made a mistake. She said I would receive documentation in 5-7 business days stating the application had been denied and I would be put back on my previous XXXX plan with XXXX XXXX monthly payments. She said to call Mohela back if I hadnt heard anything by then and recommended reapplying for the XXXXXXXX XXXX when I recertify my income in XX/XX/XXXX. After not receiving a letter or hearing anything after that, I called Mohela on XX/XX/XXXX per XXXX XXXXecommendation and spoke with XXXX ( ID number XXXX ). XXXX said that I had been given wrong information by XXXX and that once my XXXX application was submitted, they could not revert it. This is exactly the opposite of what XXXX said. XXXX also told me that she would have canceled it but it wasnt showing up in their system yet since I had just submitted it an hour or so prior. XXXX was shocked that my payments had tripled because of a mistakenly-submitted application, but reiterated that there was nothing Mohela could do. As you can imagine, going from paying less than {$250.00} to over {$1000.00} per month will have a significant impact on my financial and mental well-being. This equates to quite literally thousands of dollars that I will be paying unnecessarily at a time when I, along with many other borrowers, are already struggling financially. The XXXX plan was supposed to save us money, and my payments have now tripled. And that Mohela wouldnt ameliorate this and make an exception because it was merely a mistake is heartbreaking and cruel.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan servicer is Mohela. My loans were transferred to them in XXXX, sometime in late XXXX XXXX. On XX/XX/XXXX and XX/XX/XXXXXXXX I submitted my PSLF applications and employment certification forms, before the Federal deadline. These forms showed my certified employment history at nonprofit organizations and government agencies and should count as qualifying and eligible payments towards my Public Student Loan Forgiveness Plan. Weeks went by without hearing anything so on XX/XX/XXXX I sent them a message asking the status of these applications since Mohela 's website didn't seem to be counting my employment towards my PSLF forgiveness. I am quoting the message and response below : " Hello, I am wondering what the status is of my PSLF application, specifically regarding my previous employment documents at nonprofits. I submitted these last year and they should be counted towards my PSLF amount. '' MOHELA 's Response : " Thank you for contacting MOHELA, We apologize for any inconvenience this may have caused. Our records indicate that a request has been submitted on XX/XX/XXXXXXXX to reprocess your Public Service Loan Forgiveness ( PSLF ) application for XXXX XXXX XXXX XXXX XXXX with employment periods between XXXX to update your qualifying payments due to a processing error. Please allow up to 5 business days for processing. '' Of course, this does not answer my question, which referred to my NONPROFIT employment certification, not my employment with the City of XXXX XXXX, which is obviously not a nonprofit. Since then, they have not revisited or amended the number of qualifying and/or eligible payments that are counting towards my PSLF. This mismanagement is adding YEARS of payment to my account, which is factually inaccurate and immoral. Today I called Mohela and spoke to a representative. After one and a half hours of going in circles, the representative finally understood that they, Mohela, were in the wrong and were not counting my employment for many years, which would drastically reduce my debt payment and bring me closer to forgiveness. mind you, this is after 1.5 hours of saying the same thing over and over again, only to have the representative either not get or willfully misunderstand my request, which was for Mohela to certify my employment, the forms of which I sent last year. At this point she also notified me that Mohela did not send some documentation via their messaging platform that I was supposed to receive months beforehand, including a welcome letter. After the representative started writing a formal letter to escalate to her superior, she suddenly transferred me to someone else. At that point I had been requesting to speak to a manager but she transferred me abruptly and without saying who I was being transferred to. I also do not know if she actually submitted my request. I only know that she was drafting it. I was transferred to someone named XXXX, who was in the scholarships department ( this is not applicable to my issue, as I'm concerned about PSLF and my employment certification ) only to receive her voicemail. I left a message and was forced to hang up without any resolution or commitment to resolving my issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11237
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is in followup to a prior complaint ( XXXX, submitted XX/XX/XXXX ). I originally submitted by employment verification and PSLF paperwork to MOHELA on XX/XX/XXXX ( over 1 year ago ). Through what has been explained to me as multiple oversights and failures by MOHELA - MOHELA has still not provided an accurate student loan payment count meeting PSLF criteria. I have made no errors in this process, there is no paperwork pending, there is no outstanding verification needed. This problem ( even as explained to me by the over 20 hours of phone calls I have made to MOHELA in the past 12 months ) is entirely based on MOHELA 's inability to meet the requirements of this federal program. I have already filed the prior CFPB complaint in XX/XX/XXXX- my student loan counts are still not updated. I don't know what else to do. MOHELA is not taking this seriously and is 12 months late on their responsibilities to both myself and the US Federal Gov. Can we escalate this further? Is there an oversight agency that this can be reported to? My demand is simple - process and count my on time payments immediately ( MOHELA has already had 12 months ). Would contacting my attorney general or congressional representative be more effective? MOHELA appears to be in breach of contract with the federal government in providing these services for student loan borrowers. I would like this investigated and followed up prior to the resumption of loan payments- again its already been 12 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84103
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A