Date Received: 2023-08-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I called Mohela to see what my payment count is. They told me that they don't have that information but my loans were discharged. I just want to know if it is above XXXX and if a refund is due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am pursuing PSLF. I have 120 payments as of XX/XX/XXXX, however Mohela has omitted payments from XXXX and XX/XX/XXXX ( they are not listed as eligible or ineligible, they are simply missing ). My payment counts show 118 because of this error. I need this fixed asap so I dont wait around for 2 months for nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to Section 602 of the Fair Credit Reporting Act, 15 USC 1681, " there is a need to ensure that consumer reporting organizations execute their grave duties with fairness, impartiality, and a regard for the customer 's right to privacy. '' I am the Consumer, and XXXX and XXXX are consumer reporting companies. 15 USC 6801 states that " it is the intention of the Congress that each financial institution has an affirmative and continuous commitment to respect the privacy of its customers and to maintain the security and confidentiality of those customers ' nonpublic personal information. '' Furnisher of information to credit agencies is, by definition, a financial institution. Section 604 a section 2 of 15 USC 1681 reads that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' The financial institution and the consumer reporting companies, XXXX and XXXX, do not have my consent to supply this information, and they certainly do not have my written authorization. Any and all verbal, nonverbal, written, implied, or other agreement to XXXX, XXXX, or all financial institutions are revoked. Also, 15 USC 6802 ( b ) ( c ), " a financial institution may not disclose nonpublic personal information to a nonaffiliated third party unlessthe consumer is provided with an explanation of how the consumer might exercise that nondisclosure option. '' I was never informed of my right to exercise my nondisclosure option by any financial institution. Not only that, but 15 USC 1681C ( a ) ( 5 ) states, " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : Any other adverse item of information, other than records of criminal convictions that predate the report by more than seven years. '' This account is an adverse item they are reporting without my permission which is illegal. " 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, according to 15 U.S. Code 1681s2 ( A ) ( 1 ) A. " Every consumer reporting agency shall maintain reasonable processes designed to avoid breaches of part 1681c of this chapter and to confine the provision of consumer reports to the objectives indicated in section 1681b of this title, '' according to 15 U.S. Code 1681e. Reasonable procedures are not being maintained by XXXX and XXXX. Also, according to 12 CFR 1016.7, " a consumer may exercise the right to opt out at any time. '' I am declining your reporting services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77316
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hi this is a follow up complaint to a complaint resolved ( XXXX submitted XX/XX/XXXXXXXX ). the case was resolved via letter from Mohela on XX/XX/XXXXXXXX ( see attached ). While the resoution was successful in XXXX XXXX the balance of student loans with Mohela ( services ) and receiving the refund due, Mohela has not completed the last part of the process ( I neglected to include in the initial complaint ). As a final step in the process, Mohela informs the dept of education to XXXXXXXX XXXX the balance with Federal aid under my social security number ( XXXX ). The balance that was forgiven XXXX ( see letter XX/XX/XXXX ) was my portion of a direct spousal loan. Originally all of the balance ond information was managed under my husbands name ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, under the recommendation of MOHELA and a federal aid ombudsman, we filed a reconsideration with dept of ed to have the loans separated. This was completed in XX/XX/XXXXXXXX and the balance remaining of XXXX ( after my husbands portion of XXXX was forgiven ( XX/XX/XXXX ) was transferred back to my social security number with federal aid. The balance remains. When I spoke with Mohela about the letter XX/XX/XXXX forgiving my amount I was assured that they ( mohela ) would inform the dept of ed to XXXX XXXX the balance for my social security nunmber. this did not happen. i waiting the 60-90 days and the balance remains. I spoke with Mohela ( supervisor XXXX ) on XX/XX/XXXX and he stated it should be done and he sent a review request to have the Dep [ t of Ed informed of this in 5-7 business days. the reference number provided was XXXX. I was told I would receive a personal email when the request to DOE was sent. No email has been received. At 7 business days, I call mohela and spent another 2 hours 10 minutes on the phone and finally after talking with ( supervisor XXXX XXXX I was informed that they sent the review request on XX/XX/XXXX and heard back that the loans had been forgiven under my husbands name and that they needed to figure out how to have DOE XXXX XXXX my loans ( the process is, as per DOE is the servicer - Mohela informs them to do it ). XXXX stated she sent an email to a manager and it would be another approximately 7 days to hear back. She provided case number XXXX. I have been informed several times that the information was sent and then told it was not and repeatedly told that my balance with them is XXXX. I have provided information regarding the reconsideration ( moving the balance back to my account ) and the request to XXXX XXXX my balance has yet to be completed. I have been in this process for 22 months and it should be done. Each time I call Mohela I get different people who can't access case numbers or reference numbers or who simply don't take the numbers to check anything. The final step of the process needs to be completed so my loans are indeed forgiven ( and not coming due in XXXX with Mohela as the services ). Each time I call it is a rehashing of what has already been discussed and a statement that it is complicated. In XXXX I was told they would be done and in XXXX I was told they XXXX XXXX with fed-aid would happen by XXXX. In XXXX I was told it had not been done. In XXXX I was told it was complicated and needing to be looking into. this is the experience we had with Mohela from the start- they do not do anything unless we submit a complaint - and that is why we are submitting a second tome to have the final step completed a final resolution would be to have Mohela inform DOE to XXXX XXXX the balance on XXXXXXXX XXXX XXXX account and for DOE to recognize and do that. I have submitted a complaint/resolution ton DOE and it has been several weeks. I was told last week I would get a call back as it had been over 20 calendar days- i have not received a call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80501
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been pursuing Public Service Loan Forgiveness ( PSLF ) since XXXX. My loans were being handled by XXXX until they were transferred to MOHELA last fall. I had one employer certification form ( ECF ) in process at the time of the transfer. It had been submitted in XX/XX/XXXX. When my loans transferred to MOHELA, my payment counts had still not been updated, so I re-submitted my ECF, concerned that it may have been lost during the transfer. On XX/XX/XXXX, my ECF was approved and payment counts were updated from XXXX to XXXX, as expected. But in a letter dated XX/XX/XXXX, MOHELA apparently processed the re-submitted form and ( incorrectly ) declared that my employer was an ineligible for-profit institution. My count went down from XXXX to XXXX. The employer on my form was in fact a qualifying 501 ( 3 ) ( c ) nonprofit organization that is listed as an eligible employer on the U.S. Department of Education XXXXs Federal Student Aid Public Service Loan Forgiveness Employer Search tool at XXXX : XXXX. I emailed MOHELA explaining the situation, asking for clarification, and informed MOHELA I was ( re ) resubmitting my form. I received a useless email referring me to the employer search tool. I waited awhile longer for my resubmitted form to be processed. Eventually I saw that it was labeled a " duplicate form. '' I did not know what that meant and again reached out to MOHELA on XX/XX/XXXX -- they gave some canned response about unprecedented time delays. I reached out again on XX/XX/XXXX asking for specifics related to the meaning of a " duplicate form '' and whether my form had been processed and whether my employer was approved. I got an email response from MOHELA that my form had been processed. They again referred me to the employer search tool, which, mind you, I had already checked -- my employer was listed as eligible. I called MOHELA on XX/XX/XXXX, and was told my employer was not eligible. I explained that my employer was listed on the search tool as eligible and that there was an error in the processing of my form. The MOHELA worker resubmitted my form and said she made a note that my employer was eligible according to the employer search tool. Since that phone call, nearly six months have passed and well over 90 business days. I have reached out to MOHELA three times and got generic " trust us, we're counting '' responses. To date, my payment counts have not updated and I have not received a letter informing me of the results of my submission. It has been more than a year since I first submitted this form and I am beyond frustrated with MOHELA. I have no trust for an organization who has mishandled my case so badly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela student loan provider shows me owing XXXX. I attended XXXX XXXX, XXXX online from XXXX to XXXX and graduated in XXXX of XXXX. I never lived on a college campus and XXXX never gave refunds but I do not remember every getting a loan over XXXX during a session. I have applied for XXXX and was denied even though I have worked 15 years for a State Agency and my application was submitted during the time when XXXX XXXX was waiving the requirement where we needed to have 10 years of payments. I kept my loans in forbearance and deferment because I earn XXXX. Per year and can't pay XXXX a month in student loans. I want my loan profile reviewed and validated. Also, I applied for the Borrowers Defense Relief but I was denied because I live in Texas where the attorney General who was just impeached for abuse of power did not sign on to take part in the class action lawsuit that provides relief for students that were victims of schools like XXXX that guaranteed employment for its graduates and failed to create the supportive career services that we were promised. I worked for temp agencies for a few years after I graduated before I got a full-time job. I just want Mohela to review my case and explain how I can have XXXX loans ranging from {$48.00}. to XXXX, XXXX, XXXX, XXXX, with the highest being XXXX. Also the dates range from XXXX to XXXX. If my loan server was worth the money they make to service my loan the would review this ridiculous amount of money that the are telling the world I owe. An education that costs XXXX should belong to a XXXX surgeon or a CEO of a fortune XXXX with an XXXX XXXX stamp. I am angry, disturbed. And discouraged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77088
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am applying for XXXX XXXX XXXX XXXX with MOHELA. I sent in my income verification in Fall of XXXX. While some of my income has been verified and approved, much of it has not. Some of my income does not qualify and I understand this. However for the rest of my income that does qualify it is taking a VERY VERY long time for the information to process and be certified. I have called several times and every time I am told they are working on it, yet I do not see progress with my account. For instance - I have a period of qualifying income that dates from XXXX to XXXX. MOHELA has certified my income for this employer from XXXX only. I am missing 3 years of certified payments and income! I have sent them verification of my employment from XX/XX/XXXX to XX/XX/XXXX. Once again they have only certified part of this time period despite the fact that I worked for the same employer the entire time. Employment information I have sent more recently, covering from XX/XX/XXXX to XX/XX/XXXX has already been processed but the earlier information has not- despite it clearly showing as received and processed. PLEASE update my file so it accurately reflects my efforts at XXXX. I am doing my part MOHELA needs to do theirs!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 259XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello- I am on an income driven repayment plan ( REPAY ) to repay my federal consolidated student loans. I was with XXXX and as transferred to MOHELA a few months ago in XXXX. During the national emergency ( COVID pandemic ) I was in the COVID forbearance period and received an email from XXXX stating that I needed to apply for recertification although no income recertification was required during the XXXX pandemic forbearance period. Because of this incorrect information from XXXX I recertified my income online in XX/XX/XXXX ( see attached document ) which resulted in a much higher payment compared to the previous year due to my higher income. I should not have to pay a higher payment due to my servicer ( XXXX ) providing false information to me. It is unfair for me to have to make the higher payments after being told false information about recertification when it was not a requirement during XXXX pandemic and is not a requirement for at least 6 months after payments resume this Fall. No one has been required to recertify during the XXXX forbearance period and I should be entitled to the same benefit afforded to everyone else with federal consolidated student loans. I requested this reversal and complained to XXXX several times before my loans were transferred to MOHELA about this issue and false information. I have seen others income recertification be reversed or undone from searching online and I believe I should receive the same reversal of my income recertification for at least one year as well. Please see the documents attached. One is my income driven payment recertification in XX/XX/XXXX and one is my payment income driven repayment plan for XX/XX/XXXX- XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: As part of temporary public student loan forgiveness ( tpslf ), loan companies are supposed to count qualifying payments on XXXX loans prior to consolidation and XXXX forgiveness when XXXX qualifying payments are reached. I consolidated to XXXX loans in XXXX and applied for XXXX in XXXX of XXXX. My qualifying payment count under the waiver updated in XXXX of XXXX but only includes payments on XXXX loans back to XXXX despite paying on these loans without interruption since XXXX. I began the process to try to correct this last XX/XX/XXXX. I contacted MOHELA, my new loan servicer and was told I needed to wait for updates for counts to include all eligible waiver payments. When nothing updated after 4 months, I contacted them a second time on XX/XX/XXXX of XXXX. I was told they would reprocess my tpslf application but it would take another XXXX business days to get counts accurate. I contacted the company again in XXXX of this year and was told I needed to wait the full 90 days, So after XXXX days when nothing happened, I contacted them again in XXXX and was told they werent sure why they didnt update or what happened, so they would count them again and I needed to wait another XXXX business days. I waited, contacted them in XXXX after XXXX business days, and still no update. Then I was told I needed to submit another form to get credit for my work during years XXXX. I did this, and my counts updated a little to XXXX, but this was never the issue. I should have over XXXX qualifying payments if they counted my payments to XXXX XXXX, which date back to XXXX. I have sent payment history that I received from XXXX ( servicer of former XXXX loans ) to XXXX XXXX, I have uploaded it to the website, I have submitted a reconsideration request to XXXX, I have contacted MOHELA 5 times, and they still have not resolved my issue. I began this process of forgiveness almost XXXX years ago when I consolidated my loans in XXXX. I have waited through countless business days of reprocessing. This issue should be resolved by now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12901
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am an XXXX XXXX military who applied for a limited PSLF waiver in XXXX of XXXX. Mohela received my application and claimed there was a duplicate form on XX/XX/XXXX. They said it will be another 90 days to process. On XX/XX/XXXX, it was again " Canceled '' for no apparent reasons. I called Mohela multiple times including VIP Military Line and they weren't sure why my application was kept cancelling and assured me that it will be process in next 15-20 business days. This was on XX/XX/XXXX It is now XX/XX/XXXX, I am extremely disappointed by the lack of transparency from Mohela. They still have not resolved my issue nor transfer my loan from XXXX to start PSLF count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A