Date Received: 2023-07-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is withholding, as the federally contracted education loan servicer, XXXX of the COVID forbearance education loan payment refunds that I requested on XX/XX/XXXX. Each time Mohela has processed a refund payment though the US Treasury, it has changed my zip code in my contract information in my account profile. On XX/XX/XXXX, the first refund payment issued by the Treasury was mailed to a DC area zip code instead of my zip code in Texas, although the rest of my address remained a Texas address. That check never reached me, and Mohela staff told me it was returned to the Treasury for an incorrect zip code and the check was cancelled by the Treasury. On XX/XX/XXXX, Mohela issued the second refund payment through the Treasury to a XXXX zip code instead of my XXXX zip code that I had corrected in my profile last winter. My zip code was correct in my education/servicing agent profile before the XXXX check was issued and i had corrected after learning that the check was returned. Then, I looked at my profile after Mohela advised me that a second check was sent and the zip code had again been changed from XXXX to XXXX. I did not change it myself, so it had to be changed by Mohela staff, clearly with the intention of preventing me from receiving the refund checks both times. I feel like I am being scammed. On XX/XX/XXXX, I received a letter in the mail dated XX/XX/XXXX from Mohela advising me they are researching what happed to the first check sent in XX/XX/XXXX - after their staff told me last winter that the Treasury had cancelled the check when it was returned with a bad address by USPS. It appears evident that the " we need to research this '' tactic- when they already know what happened to the check issued in XXXX- is merely a stall strategy in an attempt to not have to pay the funds or at a minimum delay the payment of the refund. It would be really convenient to tell everyone who requested their COVID forbearance payments refunded and then consolidated their adjusted balances, that the refunds are just taking forever ... .people might die, forget or just not continue to press for it. In my case, I had paid down my total education loan balance to {$16000.00} during the forbearance period. Pretending to refund me COVID payments, Mohela processed my loan consolidation request for {$30000.00}. ff they never actually made the refunds I requested ( which they by the way offered to make ), then Mohela would pocket {$13000.00} and could probably hide that in their accounting bookkeeping in some fashion. Again, this feels like an attempt to scam customers. Thank you for addressing this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2023-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: MoHELA reported inaccuracies throughout all credit bureaus XXXX, XXXX and XXXX XXXX. In accordance with the Fair Credit Reporting Act. The List of Accounts below has violated my federally protected consumer rights to privacy and confidentiality under USC 1681. Account name # XXXX Department of Education Account XXXX XXXX {$52000.00}. Account name # XXXX Department of Education Account XXXX XXXX {$17000.00}. Account name # XXXX Department of Education Account XXXX XXXX {$17000.00} Account name # Mohela/ Department of Education Account XXXX XXXX {$17000.00} 15 U.S.C 1681 Sec. 602 A. States I have the right to privacy. 15 U.S.C 1681 Sec. 604. Sec.2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681 c. ( a ) ( 5 ) Section States : 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 conviction of crimes, which antedates the report by more than seven years. 15 U.S.C. 1681-s ( A ) ( 1 ) 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 in accurate. WHAT YOU NEED TO KNOW : 1. Your financial institutions is obligated to produce per consumer request the original instrument of indebtedness in its original form upon full settlement of the debt. 2. I want to settle the account ( s ), however you are dishonoring my will. Your company has overlooked or ignored my previous request to confirm that you would accept full payment of the alleged obligation from me in consideration of your delivery to me of the original instrument of indebtedness in the original form. XXXX. I believe your financial institution violated the Equal Credit Opportunity Act ( 15 U.S.C. Sec. 1691 et.al ) Regulations B ( 12 CFR Part 1002, et.al ) and 12 CFR Sec. 701.31 ( NCUA ) 4. I believe your financial institution violated The Fair Credit Reporting Act ( 15 U.S.C Sec.1681 ( a ), et al ) ( 15 U.S.C. Sec.1692 et al. ). 5. I believe your financial institution violated the Truth in Lending Act ( 15 U.S.C Sec 1601 ). Regulations Z ( 12 CFR Part 1026. et al. ) and the Fair Credit Billing Act ( 15 USC Sec.1666 ). 6. I believe your financial institution violated NCUA regulations, sec 701.21, 701.31 and 723. 7. I believe your financial institution violated the Fair Debt Collection Practices Act ( 15 U.S.C. Sec. 1692, et al ). a. Please provide me with copies of all correspondence between your agency and MOHELA/ US DEPATMENT OF EDUCATION , including all loan documents and, any documents you have in your procession, bearing my legitimate signature between you and the alleged creditor you claim to be representing in your initial communication to me. b. Please provide me with the complete name and address of the original lender and/or creditor and all correspondence you have in possession related to these alleged loans. c. Please provide me with the exact location of my purported loan documents, signed by me including a direct phone number and, If your office can provide the original instrument of indebtedness in its original form, I will require at least 30 days to investigate the information, and during such time all collection activity must cease and desist. Also, during this violation period, if any action is taken which could be considered detrimental to any of my credit reports,, I will consult with my legal counsel for the suit. This includes listing any information with when in fact there is no provided proof that it is accurate and/or I will be forced to seek monetary damages for each violation that your financial institution violated. Be advised, unless I receive your written confirmation of this formal request for validation sent in an attempt to correct your records any information obtained shall be used for that purpose. I demand that these items be investigated and removed from my credit report. It is my understanding that you will recheck items with the creditor who has posted them. Please remove any information that the creditor can not verify. I understand that under 15 U.S.C Sec. 1881i ( a ), you must complete the investigation within 30 days of receipt of this letter. Please send an updated copy of my credit report to the above address. According to the act, there should be no charge to update my credit report. I also request that you please send notices of corrections to anyone who received my credit report in the past six months. None of this states student loans so in that case please immediately remove from credit file because what you are reporting is against the law. Failure to completely respond will also result in an FDCPA action being filed against your company in the appropriate forum.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My last complaint for my services was closed due to the lender stating my loans were in consolidation at the time. My consolidation is complete and my loan counts are incorrect. Prior to my consolidation I had XXXX counts in XX/XX/XXXX, which would bring me to XXXX counts to date in XX/XX/XXXX. I submitted a new PSLF to show my past public service employers since XXXX and was only granted XXXX counts for XXXX and XX/XX/XXXX. Why not give me the full count when reviewing my new application. My concern is when payments resume I will be forced to make a payment ( when I can not afford it ) and I should be at XXXX payments in XX/XX/XXXX. I am requesting my count to be updated accurately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I received XXXX letters from XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX confirming that my TEPSLF application had been received. I called them to confirm the next steps and was told that the loans would be transferred from XXXX to Mohela and that it could take some time. I received a letter on XX/XX/XXXX from Mohela confirming that the loans were transferred due to a TEPSLF application being submitted. I called in XXXX of XXXX to get an update, but was told by Mohela that the loans were still not viewable in the online account. I called this morning and was told there is no record of my TEPSLF application and that I should re-submit. The waiver to apply ended XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This letter is intended as a formal complaint against Missouri Higher Education Loan Authority ( MOHELA ) and their current practice of misrepresenting eligible payment and employment counts towards this participant of the XXXX XXXX XXXX XXXX. This has continued to occur, despite repeated attempts by this client of MOHELA to seek clarification and correction of their XXXX status to accurately reflect their eligible employment history. Specifically for the dates of current/ongoing employment from XX/XX/XXXX thru XX/XX/XXXX ( approximately XXXX years of made and eligible payments ) which have for the first time not been accurately noted on clients progress towards XXXX completion, despite being accounted for correctly by every other official servicer of XXXX XXXX XXXX previously assigned to manage client loans, prior to MOHELA assuming oversight. This clients frustrating experience seeking resolution combined with clear evidence of this issue not being an outlier for MOHELA XXXX participants creates perception this may not be a data entry error, but rather a purposeful omission/misreporting of XXXX eligibility data on the part of MOHELA, with intent to block this clients eligibility for XXXX loan discharge for MOHELAs financial gain. In XX/XX/XXXX, at time of MOHELA taking over as loan servicer this client was XXXX ) Eligible for XXXX Discharge of approximately 55 % of clients outstanding loan balance ( DL XXXX, approximately $ XXXX ) a. This balance can not be XXXX until MOHELA provides correct and accurate employment certification, which MOHELA has failed to do. XXXX ) Remaining 45 % balance ( DL XXXX, approximately {$23000.00} ) due for XXXX XXXX in XX/XX/XXXX. a. This balance will not be eligible for discharge IF MOHELA does not correct and provide accurate employment eligibility certification, which to this date MOHELA has failed to do. History with MOHELA : XX/XX/XXXX : MOHELA becomes student loan servicer for XXXX. Prior to MOHELA assuming service of these loans this client experienced XXXX issues with accounting of employment certification and applicable eligible payment counts. XX/XX/XXXX : Client submits annual employment certification to MOHELA with correct employment history as noted ( and previously approved ) on all prior XXXX annual employment certifications. XXXX Eligible Employment Dates Submitted : a. XX/XX/XXXX CURRENT ( NOT ENTERED INTO ACCOUNT ). a. dated XX/XX/XXXX to current employer ( XX/XX/XXXX ) on XXXX XXXX XXXX XXXX submitted to MOHELA. b. XX/XX/XXXX XX/XX/XXXX ( Documented accurately ) c. XX/XX/XXXX XX/XX/XXXX ( Documented accurately ) XX/XX/XXXX : Received notification from MOHELA indicating no employment history is acknowledged between XX/XX/XXXX and XX/XX/XXXX. Client waited for correction to be applied to account but no correction made within following 3 months. XX/XX/XXXX : Client made telephone contact with MOHELA representative XXXX who reviewed and confirmed error made on part of MOHELA data entry. XXXX placed a note in client file and initiated a request for information to be reviewed and corrected. XXXX informed client this would take approximately 90 days to be corrected, with notification via email to be received upon completion. XXXX days would have been XX/XX/XXXX. XX/XX/XXXX : No corrections/changes made to account, no email or follow-up communication received by XXXX mark as previously indicated would occur. XX/XX/XXXX : XXXXXXXX XXXX XXXX days after XX/XX/XXXX prior communication and promise of resolution within XXXX days. Client again made telephone contact with MOHELA representative XXXX, who again reviewed and confirmed error on part of MOHELA data entry, and again stated all she could do was request someone review dates of client employment which would take a further XXXX days to complete. Client requested elevation to supervisor, as this was deemed unacceptable to wait a further XXXX days. XX/XX/XXXX : XXXXXXXX XXXX Client placed on hold for supervisor for XXXX minutes. No supervisor or anyone else ever came online to address or assist. No confirmation ever offered client was till in queue for assistance, nor when that assistance may be provided. Client hung-up after XXXX on hold, with XXXX communication or contact from supervisor or otherwise. Client immediately called MOHELA again. XX/XX/XXXX : XXXXXXXX XXXX Client again made telephone contact with MOHELA representative XXXX, who reviewed and confirmed again the error being on part of MOHELA data entry. Client declined being placed on hold again for a supervisor due to XXXX wait with no communication on prior call. XXXX had a supervisor identified as XXXX XXXX come online to listen in as she elevated plan of correctio. Client was advised at close of call the case would be resolved with corrections reflected on account within XXXX business days of XX/XX/XXXX. XX/XX/XXXX : XXXX XXXX XXXX total business days after XX/XX/XXXX promise of resolution within XXXX business days. No resolution provided, nor any follow-up communication initiated on behalf of MOHELA after XXXX waited XXXX total business days ( XXXX as indicated, plus XXXX more ) after XX/XX/XXXX conversation. Client again made telephone contact with MOHELA representative XXXX (? ), who again reviewed and confirmed error on part of MOHELA data entry. Client explained the attempts previously made to resolve this and MOHELA staff placed client on hold for communication with supervisor. Supervisor again never made actual contact with client, but at XXXXXXXX XXXX client was told a supervisor was discussing situation and avenue for resolution. XX/XX/XXXX : XXXX XXXX Client informed issue was to be escalated and management was emailed to look at dates and initiate correction. Placed on hold for discussion between rep and supervisor. XX/XX/XXXX : XXXX XXXX Client told dates being corrected through XX/XX/XXXX, with certification needed for most recent and current employment history from XX/XX/XXXX thru current date. Client informed MOHELA rep that this annual recertification was in process with employer and would be uploaded in coming days. Client advised at close of call that review, correction and resolution would be completed no later than XXXX business days from this call. XX/XX/XXXX at close of business would be XXXX full business days post call. XX/XX/XXXX : XXXX Annual Employment Re-certification uploaded to MOHELA, reflecting all prior XXXX eligible employment prior to and including XXXX ( current employer, uninterrupted and ongoing since XX/XX/XXXX ) continuous employment with XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX : XXXX business day after promised XXXX business day waiting period for resolution. No resolution or correction, nor communication received This is XXXX promise of resolution unmet within time frame provided ( XX/XX/XXXX : XXXX Days-Unmet, XX/XX/XXXX : XXXX business days-Unmet, XX/XX/XXXX : XXXX business days-Unmet ) XX/XX/XXXX : XXXX AM Client again makes contact with MOHELA representative XXXX who facilitated transfer XXXX Supervisor XXXX. XXXX again confirmed dates submitted by client were not noted accurately in account. Provided multiple different reasons for error XXXX ) the information sent by Dept of Ed was incorrect. Information we received indicate a start date of XX/XX/XXXX in most recent employment. a. Client reminded her the dates should have been corrected upon review of my XX/XX/XXXX XXXX employment certification submission to reflect XXXX. XXXX acknowledged it should have been corrected at time of submission and review by MOHELA, but it was not. 2 ) You might have submitted another application at that time with incorrect dates a. Client stated again their employment history has been continuous and ongoing since XX/XX/XXXX and there would have been no different information submitted even if this had occurred. XXXX acknowledged this did not occur and is not a legitimate explanation When asked why no correction or even review has occurred in the XXXX business days since last call as promised : XXXX replied I see your last request for correction was placed on hold which is why it was not completed yet, but I dont know why. This is another example of MOHELA willfully neglecting to correct identified employment history errors with no rational explanation for failure to do so at any point. Call ended with Client provided case # XXXX and phone number for XXXX XXXX XXXX XXXX, and instructed the corrections would occur within XXXX business days no later than XXXX XX/XX/XXXX. At this time, it has become evident MOHELA has repeatedly and consistently neglected to correct an error which was : a ) Created by MOHELA ( despite attempts by supervisor in XX/XX/XXXX call to blame Dept of Education and the Client themselves for providing incorrect error. ) b ) Acknowledged by MOHELA in every communication as a data entry error on part of MOHELA, not the client. c ) Resolvable by MOHELA only Client has attempted redress and resolution through all available avenues. MOHELA has only provided : 1 ) Misinformation : Shifting responsibility for error, multiple promises of review and correction, elevation to management, follow-up communication. 2 ) waiting periods of XXXX days, XXXX business day, XXXX business days, and now advised again to wait XXXX more business days. 3 ) no resolution after any requested reviews for correction and any associated waiting period. 4 ) no communication unless initiated by Client. Client is aware that since MOHELA has taken over as student loan servicer for XXXX XXXX XX/XX/XXXX : 1 ) There have been thousands of complaints regarding MOHELA and the inaccurate accounting of eligible payments for XXXX participants 2 ) The XXXX XXXX XXXX XXXX XXXX XXXX rating for MOHELA has been downgraded from XX/XX/XXXX A+ to the current XX/XX/XXXX rating of B due to the number of complaints regarding XXXX administration of XXXX program 3 ) XXXX also issued an ALERT regarding MOHELA, noting the XXXX has received an increase in MOHELA complaints due to the XXXX Program. As of XX/XX/XXXX, absolutely XXXX resolution nor correction to account has been provided to client by MOHELA. 1 ) almost XXXX months ( XX/XX/XXXX ) since client submission of correct information to MOHELA for employment certification. 2 ) Almost XXXX months ( XX/XX/XXXX ) since client was informed of erroneous employment history being entered, and 3 ) almost 5 months ( ongoing since XX/XX/XXXX ) since dedicated attempts to correct MOHELAs acknowledged data entry error began on part of client.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is not correctly updating my PSLF information. They are using the date I signed the application as my end of work date. I am still employed and had no miss in employment with the company. They are misrepresenting the dates to not honor the number of payments that have been made. I have been employed with the government agency since XX/XX/XXXX to current. They are showing an end date of employment of XX/XX/XXXX the date I signed the application. They are only honoring 9 PSLF payments and there should be several years of payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan is Moelsha and I am sending them payment for my loan they are telling me two different story one someone will tell that my request for my refund is being processed and I will receive a refund for my payment that made on my loan during Convid 19 pandemic. And call them the day someone tell me that I want receive anything back cause they claim that i didn't make any payments on my loans. And I know that I make payments I have the confirmation from my bank and also from Moelsha saying my has been successful paid and .I noticed that reason why they are saying that my request for refund is not cause i am a young XXXX and they feel like I don't deserve my money back {$180000.00} .is alot of that is owed to me and they are coming anything to not release. When the XXXX XXXX XXXX send me information saying my loan are paid off and I don't need to do no more actions.And Moelsha is telling me that they is not getting none of these information from the Department of education and they act like I don't know wat I am talking about. And they feel like they are just going to tell me anything and I will go away. But I know that Moelsha owe me money and I am not going to allow them to keep my money. How did XXXX Set icing send me my refund but Moelsha don't see all the payment I made I have bank showing the money was took out my account and send to My current loan service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77520
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have applied to receive PSLF since XXXX of XXXX. In XXXX of XXXX I was notified by Mohela that I had reached over XXXX eligible payments and the expected date of forgiveness was not provided. I was told that by letter and over the phone that it would take up to XXXX more days for my loan forgiveness to be processed. From that point on all information given between Mohela and the FSA is vague and I am not provided with any updates and when I ask when exactly my loan was sent to FSA for discharge every customer service representative says that they do not have that information. Therefore I have no specific updates on loan forgiveness standing-they just say to be patient. The last call I made I was told that I made in XX/XX/XXXX they said I may receive an update by XXXX XXXX. That did not occur.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. Also 15 USC 1681 Section 604 A Section 2 : it states a consumer reporting agency can not furnish a account without my written instructions. Lastly 15 USC 1666B states a creditor may not treat a payment on a credit card account under a open end consumer credit plan as late for any purpose. Please remove the late payment status off of my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07071
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted a request for consolidation along with an IDR plan request ( submitted in XX/XX/2022 ). The consolidation was dispersed but Mohela did not apply the IDR payment plan on the account, they claim it was denied due to missing pages 1-4. The application was submitted electronically so there should have been no missing pages as the request was complete. I attempted to contact Mohela on several occasions but each time they refused to submit the request for review and placed me on hold when asked to be transferred to the supervisor and the hold time was over an hour each time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 996XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A