Date Received: 2023-08-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I called Mohela student loan Public Safety Loan Forgiveness program to see when my discharge letter would be mailed for the PSLF, Public Safety Loan Forgiveness program. They tried to take me off the PSLF and put me on a different payment plan. I finished college in XXXX, at that time I was a XXXX XXXX worker ( XXXX for the XXXX of XXXX ). In XXXX I began making payments on my student loan. When the PSLF first came out I signed up for the loan forgiveness. I called back to see how things were going shortly after signing up for the PSLF. They told me everything looks good and I will receive a discharge letter. I called back on XX/XX/XXXX XXXX XXXX they told me they were waiting on the other side to make a decision. They told me I made XXXX payments and needed XXXX more payments to equal XXXX. I told them I made XXXX payments. They said yes you did but we accepted only XXXX, had something to do with subsidizes in which all this is new. When I first signed up I was waiting on a discharge letter now this is new trying to have me to continue to pay on a different program and disregard my PSLF in which I made XXXX payments!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, I contacted Mohela by phone to request a refund of voluntary payments made during the Covid forbearance period. The loan ( listed as loan 4 in Mohela ) was previously serviced by XXXX ( listed as XXXX XXXX in XXXX ). All payments were made to XXXX but has since been transferred to Mohela which is my servicer for PSLF. This loan is not part of any consolidation loans. On XX/XX/XXXX, I reached out via Mohela Chat and confirmed that a refund request was made and is waiting to be processed. The agent confirmed my refund request amount of XXXX On XX/XX/XXXX, I contacted Mohela via Chat again and the agent quoted 90 business days from initial request for turn-around-time for refunds and requested that I wait to reach out until that time has passed. On XX/XX/XXXX ( exceeding 90 business days ), I contacted Mohela again to get an update on refund request. My loan balance has not increased and do not see that a check has been issued for this refund. They said they will re-submit the request. On XX/XX/XXXX, I contacted Mohela via Chat and the agent informed that they can not see my payment history from XXXX for the loan that I requested a refund on and thus, unable to help with the refund. On my payment tracker for the specific loan, the payments on my loan from XX/XX/XXXX to XX/XX/XXXX are missing. I was told I need to send proof of my prior payments to my old servicer XXXX during the Covid forbearance period. I am concerned that it took over 5 months for me to learn that they were missing the payment history and thus unable to assist with the refund. If they needed additional information to process the request, they should have alerted me sooner. However, they were able to confirm with me previously ( during my original request in XXXX and then again in XX/XX/XXXX ) the correct refund request amount which is the total payment I made during the Covid forbearance period for this loan. How were they able to do so without any payment history? I have uploaded a copy of my payment history from XXXX which serves as proof that I made payments during the Covid forbearance period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Department of Education does not have my accurate payment count on their website. The website is missing payments made from XX/XX/XXXX to XX/XX/XXXX. I should have made my XXXX qualifying payments years ago. I have tried talking to Mohela and they have stated that there is nothing they can do. I have tried reaching out to XXXX XXXXXXXX XXXX and I can not reach an actual person. I contacted XXXX who used to be my loan servicer and they provided me with documentation proving I made payments during this period of time. Nothing has been done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61614
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hanging Loans : XX/XX/XXXX I completed the PSLF form waiver process for loans that were consolidated in XXXX and loans I borrowed in XXXX. I started the consolidation process, then received a notice that the consolidation process between old loans with high payment counts would zero out/start over if they were consolidated with newer loans. I called in XXXX, XXXX to the FedLoans customer service who echoed that it's probably the case that the years of payments would go to zero if I moved forward with a consolidation. I found a PSLF XXXX group that learned that the FAQ section for consolidating loans clearing/zero-out your previous payment count was actually incorrect. Instead if you consolidated loans with the full 120 payments w/ newer loans the consolidation loan would KEEP the 120 payments so that any loans you added to the consolidation loan would then be eligible for forgiveness. XX/XX/XXXX with this new info I put through a consolidation loan request on studentaid.gov that would include my XXXX consolidation loan w/ my XXXX new loans. By the next day the consolidation loan application had a cancelled status. I didn't cancel the application. I attempted another loan consolidation application on studentaid.gov and this time it showed a cancelled application status during the same day, so I put through another application to consolidate all my loans so that I could have the old and new loans up for forgiveness. About a week later, I saw that the XXXX consolidated loans were forgiven. I realized I now had lost the option to have my newest loans forgiven even though I attempted to complete the loan consolidation application. I was told to fill out the XX/XX/XXXX Reconsideration Form. I waited through the summer and in XX/XX/XXXX I submitted the Reconsideration Form. I followed up to learn if there was an update on the status but then was told by Federal Student Aid that they couldn't see the details of the update, so I was transferred to XXXX. XXXX said for some reason they could see there was a new report in regards to the REconsideration Form but their system didn't allow them access to see details. Instead the XXXX customer service advised waiting for the Biden Loan Forgiveness to go through since I owed less than {$10.00}, 000. I had already applied for the Biden Loan Forgiveness. So I didn't pursue anything further with XXXX regarding the " Hanging Loan '' I had remaining. I put through complaints with no action from Federal Student Aid as well. XXXX, XXXX I received an email from Federal Student Aid stating the reconsideration process was done and to reach out to XXXX to learn about the adjustments that were made. I waited over XXXX hours with XXXX 's customer service in XXXX, XXXX and was given a escalation number stating I had 14 days to wait before they would have an answer. I followed up after the 14 days at the beginning of XXXX, XXXX to learn whether they had a resolution to forgive my hanging loans. I was told after about XXXX hour of waiting that I was supposed to submit another Reconsideration Form because they didn't get any answers about the results from fEderal Student Aid about the REconsideration Form I submitted XXXX, XXXX! I'm rightfully owed my XXXX loans be forgiven because I tried to take the right steps but the PSLF process cancelled my oldest loans before I could benefit from having all my loans included in the forgiveness. I was also misinformed by customer service which delayed the time I had to consolidate all the loans. Also, the reconsideration form process is broken. It's supposed to allow up to get an escalation and have our loan history reviewed, but it goes nowhere. XXXX says they can't do anything unless they hear it from Federal Student Aid. Federal Student Aid 's instructions in XX/XX/XXXX was that I needed to talk to XXXX to learn about the adjustments that were being made. There have been no changes. I want the current XXXX loans to have the loan count of the XXXX consolidation loans that I had listed at the time of the PSLF waiver application in XXXX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been in the XXXX plan for nearly XXXX yrs. I was told after XXXX XXXX in the plan loans would be forgiven. I also have XXXX qualifying payments in the XXXX PLAN and they arent counting them all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93555
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Please correct my inquires to remove from my credit report. I have had numerous identity theft, data breach and non-verified accounts. Please see attached detailed letter. This is also for incorrect payment history on my student loans. This is just a mess to my entire financial wellbeing. To the best of my knowledge, I have not signed any documents authorizing your company to pull my credit, which means you are in violation of the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer. As long as these inquiries are removed from my credit report, then I will be satisfied. Otherwise, if you are in possession of any document that has authorized. your company to make inquiries into my credit report or proves any type of permissible purpose ( as outlined in FCRA Sec. 1681b ) then I request that a copy of any suc document is immediately mailed to my address listed above so that I may review. it. If you do not possess any such inquiry authorization, then I also request that you remove all of my personal information from your records and send me confirmation that you have complied with my requests.As you know, according to Section 604 of the Fair Credit Reporting Act, Permissible Purposes of Consumer Reports 15 U.S. Code 1681b, Subsection ( a ), the below creditors have not demonstrated any allowable permissible purpose - and any consumer reporting agency may furnish a consumer report under those circumstances and no other. As such, under 15 U.S. Code 1681i, Paragraph ( 5 ) Treatment of Inaccurate or Unverifiable Information ( A ) In general : If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall ( i ) promptly delete that item of information from the file of the consumer, or modify that item of information, as appropriate, based on the results of the reinvestigation ; and ( ii ) promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To : FED STUDENT AID, MOHELA and Consumer Financial Protection Bureau From : XXXX XXXX - XXXX or XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XXXX RE : Additional Feedback for OPEN FED STUDENT AID CASE # Feedback Case # XXXX RE : Follow up to Consumer Financial Protection Bureau Case # XXXX I have submitted 7 complaints to FED Stu Aid and MOHELA. ( 5 were closed without explanation and two are pending. This is a follow-up to Open FED STU AID XXXX # XXXX and CFPBS Case # XXXX ). I would like this case accelerated to the Ombudsman Program at FED STU AID and for a follow up at CFPBS. I was employed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( from XXXX to XXXX ). I was employed during the PSLF approved period of XXXX to XXXXXXXX XXXX My PSLF form was initially submitted in XXXX and was denied with no reason stated. I then submitted an updated PSLF form in XX/XX/XXXX based on significant outreach by student loan advocacy groups and assurances that PSLFs would be processed differently under the new administration. It was received by MOHELA in XX/XX/XXXX and processed by MOHELA in XXXX XXXX. I also worked with my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to ensure that I could participate in the PSLF. I met with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which assists XXXX in obtaining PSLF and regularly contacted Student Loan advocate XXXX XXXX at XXXX. I explained that I was a XXXX XXXX and had in fact made over {$270000.00} in student loan payments in my lifetime. I felt entitled to a PSLF loan forgiveness after XXXX XXXX XXXX XXXX XXXX. I also needed to ensure that the original provisions of the PSLF expanded qualifications were honored as related to prior loan payments to private servicers, and the ability to retroactively count on-time payments for 10 years. During the COVID Pandemic, I retired in XXXX, so can not count payments going forward. I can not work until I am XXXX XXXX XXXX to satisfy PSLF! I had loans serviced by XXXX XXXX, XXXX and later XXXX during the approved time period of XXXX. During this XXXX -year period I made XXXX on-time payments for student loans. I have actually paid over {$260000.00} in student loans in my lifetime and all payments since XXXX were all on time, never in default and never under forbearance. I still owe {$29000.00} in student loans and believe that after significant payment and on-time history, as well as pXXXX XXXX XXXX XXXX I should be able to obtain the forgiveness due. I was informed that I needed to consolidate the existing XXXX loan into a Direct Student Loan ( ICR ). I downloaded the form from the MOHELA website and followed the completion and submission instructions on the MOHELA website. I then met with XXXX staff to check the forms and they then faxed my Loan Consolidation form to MOHELA with a second PSLF form in XX/XX/XXXX. I have proof of fax of the IDR form from XXXX to MOHELA on XX/XX/XXXX and the PSLF form on XX/XX/XXXX. My employer mailed additional PSLF form copies as well. As I was not a current MOHELA customer, MOHELA was unable to provide any information about the status of either document and after calling weekly from XXXX to XXXX, XXXX, I was unable to receive status updates or information. MOHELA staff were not able to provide information related to my loan consolidation form and I was told to wait 30, then 60, then 90 days for processing. I also contacted STUAID.gov repeatedly and was told that PSLF loans were contracted to MOHELA and I would have to wait for them to process the forms. I was also told by MOHELA that due to the federal loan forgiveness legislation and pending ruling, these issues would not be addressed until after XX/XX/XXXX. I also called XXXX repeatedly and was told no consolidation had occurred and no further information could be provided. It is disappointing that contracted private servicer processes are not visible to FED STU AID and assistance is not available when caught in a loop of misinformation or delays. Finally. my PSLF forms appeared on the MOHELA site as being processed. There was no sign of the loan consolidation form being processed. I then was advised that a new organization, XXXX, had been contracted by STUDENTAID.gov to address loan consolidation in XXXX. I was also told after contacting XXXX that only XXXX ( not MOHELA, despite paper loan consolidation forms being available to download on the MOHELA website ) could process Direct Loan consolidations ( this type of loan is required for PSLF ) and it needed to be done online. I then immediately completed a second loan consolidation form online and submitted it through XXXX. It was processed within 30 days. I also double checked with local legislators, my union, and other student loan organizations to ensure that I would be eligible for loan forgiveness as the loan consolidation resulted in high monthly payments and a longer term at a higher interest rate. Since my PSLF form had been received and I work for a public agency as a teacher, I moved forward. During this time period, I had been contacted by XXXX who was doing a series of articles on student financial aid issues as related to PSLF. XXXX featured my story actually, and reporter XXXX XXXX continues to be interested in this saga. In XX/XX/XXXX, I called MOHELA again, and was told that I had to wait until XXXX to receive PSLF loan forgiveness since past loan counts serviced by private servicers like XXXX had to be " HANDCOUNTED '' and then total payments tallied and then sent to MOHELA, from the National Student Loan Data System records. As I had XXXX qualifying payments with XXXX this was a key step to PSLF approval. In XX/XX/XXXX, I then filed a complaint with the Consumer Financial Protection Bureau as well as with MOHELA and another complaint which is still open with you at FED STUDENT AID. I received a letter from MOHELA within 15 days of filing the complaint, indicating that I had made only XXXX qualifying payments to my current DIRECT STUDENT Loan and I had presumably XXXX remaining. No mention of prior payments to XXXX was made, no mention of " hand-counting '' prior payments through the National Student Loan Data System and no mention of PSLF approval XXXX The letters sent from MOHELA do not describe status or actions, but rather a series of informational items that imply actions but are not clear. I am well-informed on the student loan process and my rights, however, the cast of characters and the misinformation related to PSLF forgiveness has been hard to imagine or even believe. In addition to the lack of coordination between entities and the lack of transparency and the reliance of a forgiveness program on an entity that actually profits from NOT approving loan forgiveness, there is much wrong here. The rules are too complicated and difficult to understand, even for a community college teacher like myself. The changing rules, requirements and misinformation has been staggering. Additionally, call wait times often exceeded 1 hour on hold at MOHELA, and 30 minutes at FED STUDENT FIN Aid and XXXX, with complicated automated instructions, reduced call center hours and a host of new staff in training without the ability to accelerate complicated cases or address questions that deviated from general topics. The MOHELA website provides the same general instructions but no real place for complaints and sources to have problems resolved once a customer is past the general information phase. There is no way to accelerate requests, receive clarification or complain. I need help here, but more importantly the PSLF system needs help. I understand that my case is more complicated, but on behalf of every teacher caught in a PSLF loop, these barriers have to be reduced. I believe I am entitled and should be granted PSLF for my remaining NDSL balanc e. I am requesting that FED STU FIN Aid, MOHELA and the Consumer Financial Protection Bureau as well as elected legislators look at the promise of the PSLF and the reality of individual case requirements and complications and step up. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had previously submitted a complaint with CFPB. This week Mohela told me to reach out to them via phone because my request was too complex to deal with via email. I called them and explained I am eligible for PSLF due to the 65904 Federal Register published in XX/XX/XXXX ( references : XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. ). This Register, as of XX/XX/XXXX, makes the 2 administrative forbearances XXXX had forced me to take eligible for qualifying payments, which makes me reach my 120 qualifying payments for forgiveness. This issue is this : Mohela ( XXXX, ID XXXX ) tells me that they have no knowledge of this Federal Register and they are unable to access information on it because their " government computers can only access two websites : Mohela 's website and FSA 's website. '' They said there is no one at Mohela who can help me with reference to this Register, which I noted to her is accessible on a government website, govinfo.gov. Mohela ( representative XXXX, ID XXXX ) also told me today that I have to wait until XXXX for FSA to review my second reconsideration request. She said they're done reviewing applications for the year and she doesn't know how the applications were selected. She explained, " Maybe it was based on their last names. '' Mohela tells me they can not help me. FSA tells me I have to wait for Mohela to help me. Payments are about to start and I'm trying to figure out if I should find child care and go back to work for 2 months, or if I'm going to be granted forgiveness, as I believe I should be. I should also mention I submitted a reconsideration waiver in XX/XX/XXXX under the waiver. Thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I need my final official letter showing I qualified for PSLF! I have been in the PSLF program since XXXX. I submitted my final PSLF form on XX/XX/XXXX. On XX/XX/XXXX my loans were showing a XXXX balance on the Mohela website. On XX/XX/XXXX my account on Federal Student Aid had a XXXX balance and in early XXXX my credit reports showed my loans as " paid in full '' with a XXXX balance back dated to XX/XX/XXXX. As of the writing of this complaint I still do not have a letter showing my employment by employer with the associated number of qualifying payments. I also do not have the official congratulations letter that states I qualified for Public Service Loan Forgiveness and my loans were forgiven because I qualified for PSLF. I need the official documentation that proves I qualified for PSLF and my loans were forgiven through PSLF. I have emailed 4 times and called twice regarding this matter and am still being told to wait due to a " glitch. '' Today I got a response to my most recent complaint that states : " Thank you for contacting MOHELA. We sincerely apologize for any inconvenience, we are currently working on generating those letters. As soon as it is available we will send it out to you. " It has now been neatly 3 months since my account XXXX. I need my letter!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38135
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I submitted my employment verification forms for my PSLF forgiveness. After speaking with a customer service rep, I was told it would take up to 30 days to process and apply the paperwork. After 30 days have passed, I called to check on the status and was then told it could be up to 90 days and that they would get to my account/paperwork when they could. This is unacceptable as the deadline for resuming payments and interest are quickly approaching.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A