Date Received: 2023-06-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA IS IN VIOLATION OF THE ADA ( AMERICANS WITH DISABILITIES ACT ). I've tried multiple times via email and the chat option ( when it's available ) to have Mohela apply one month toward my PSLF count. That one month was placed on administrative forbearance ; I've let them know that 34 CFR 685.219 ( c ) ( 2 ) ( v ), passed XX/XX/2022, requires any months where Administrative Forbearance exist is to be applied toward PSLF counts. They continually tell me that the month does not count because of the forbearance. Upon my request to speak to a supervisor, they have told me several times that I can not speak to a supervisor via email or chat ( when it's available ) but that I have to call them. I've explained to them that I am XXXX XXXX XXXX XXXX, so calling will not work. They still refused to have a supervisor respond via email or chat. I also have attempted to " call '' Mohela through TTY. The TTY number XXXX in contacting Mohela does not work. I tried several times and it will go to an automated voice that keeps translating the same message over again and shortly after, the call ends, even though I follow the one prompt on it. Besides being unable to talk to a supervisor, I can not even contact one in any method available to me. Mohela is in violation of the ADA and is subject to a lawsuit as a result of this violation. In addition to the ADA violation, there's also the violation of 34 CFR 685.219 ( c ) ( 2 ) ( v ) that they won't apply the ONE month toward my count. All I wanted is to have that month counted and as a result of their discriminatory policies, I've discovered the ADA violation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92374
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela refuses to forgive the remainder of my student loan under the TEPSLF ( Temporary Expanded PSLF ) and has ignored repeated attempts to resolve the issue. I have met all requirements for loan forgiveness and have been waiting since XX/XX/XXXX for forgiveness. I have been waiting over 16 months for forgiveness and discharge of the remaining loan, but no updates have been made to my Qualifying Payment Count since XX/XX/XXXX ( one year ago ). I have only been credited with XXXX Qualifying Payments ( of the required XXXX ) even though I have made XXXX full, on-time payments since XX/XX/XXXX. I have contacted Mohela via phone or portal email to try to resolve the issue on these dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I also filed a complaint with Federal Student Aid on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46214
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela sent me a paid in full notice. I am in the PSLF program and celebrated that I was done. And then two months later they sent me an email saying they were mistaken. This is gross negligence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I'm part of the PSLF program and reached my 120 payment total and submitted the final employer certification in XXXX XXXX XXXX. Right around this time, my loans were moved to MOHELA. A year later, my loans still have not been discharged and MOHELA can't tell me why or where in the process my application is. They have stated to me that in order to discharge my loans, Federal Student Aid needs to let them know what my final payment count is, which happens after an automated communication from MOHELA is sent when I reach 120 payments ( MOHELA also states that there is no record of this automatic communication, so they can't look up if it has happened or not ). After contacting FSA twice, I have been told both times that this is not true and that MOHELA is responsible for the entire discharge process, and that FSA is just notified when it is completed. While digging into my fifth phone call with MOHELA during the year, I was told by one of their supervisors that FSA is not being honest with me because they don't want me to call them, and that it has been so long with my loan because the Department of Education has a computer glitch to figure out ( the representative said that they've seen this before ). XXXX XXXX XXXX it's been a year since my loans should have been discharged for PSLF, and both MOHELA and Federal Student Aid are pointing the finger at each other and neither company can give me any answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 049XX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loans were recently transferred from XXXX to MOHELA. They are PSLF-eligible loans. I have 119 eligible payments made and 88 are listed as " qualifying. '' As of XX/XX/XXXX ( 2 phone calls ), MOHELA states that I am missing employment certification for XXXX. I'm not ; they have my previously-approved employers in their system. All of my information was certified with prior service providers before ending up at MOHELA. Under the special waiver, my XXXX payments now count toward PSLF, but when they became eligible in the system, the employer recertification changed to " employment not certified. '' MOHELA is now saying they can't find my service providers before XXXX, and the old servicers are the ones who certified my employment. In addition, MOHELA has, in error, documented an economic hardship deferment from XXXX as an in-school deferment. The economic hardship would have counted toward my PSLF, but the in-school doesn't. I was not even in school from XXXX XXXX. All my economic hardship documents were uploaded to prior servicers. I don't know who they used to be, and I can not help that MOHELA " lost '' my information. I deserve my PSLF forgiveness, as I've done everything exactly right for the last 15 years with these loans. I feel this is an intentional error or an instance of incompetence, and I will not be punished for a paperwork error by the federal government. Moreover, due to the " loss '' of my employer certifications from XXXX, I am losing the PSLF forgiveness I'd otherwise be eligible for after one more payment. The employer in question during XXXX was previously approved and certified, as it was a school providing outplacement special ed and social work services to children from public districts under FAPE laws. However, using the new employer certification form, that employer is no longer eligible, as somewhere along the way in the last 15 years, " school social worker operating under a state board of education professional educator license, providing services required under FAPE to public school children deemed inappropriate for public school placement '' lost eligibility because the employer is a private school. It was approved and certified and then the information was " lost. '' This employer was WAS certified, but when it transferred to MOHELA, that certification is gone and " nobody can locate it. Now I am not able to recertify them. I absolutely do not accept that this was accidental, as that lost cost me my federal loan discharge, which would have been available for application after the XXXX XXXX XXXX XXXX. This internal documentation error is costing me *39 or more payments, * and preventing me from being eligible for discharge after XX/XX/XXXX. I have 119 eligible payments, which dropped to 88 qualifying when all my employment certifications dropped off when they were sent to MOHELA. This adds 39 months. I'm supposed to be finished in one month. I do not accept that nobody is " able '' to assist me.I 've been working as a social worker since XXXX, in education and nonprofit settings. This program was designed for people like me, and it's not helping people like me. In addition to CFPB, I plan to contact an attorney and the XXXX XXXX XXXX ( regarding both MOHELA and FSA if possible ), as I do not expect MOHELA or FSA to assist me any further. I am also concerned about retaliation moving forward to certify additional employment, and eventually to apply for the PSLF forgiveness itself. This is unacceptable practice and while it may not matter to FSA or MOHELA, I've been doing exactly as I should've been from day 1 of these loans. I refuse to accept responsibility for someone else 's errors and loss of internal documents, or their employees ' inability to access materials.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I received a call through a third party claiming I qualified for student debt relief and that they were offering me the Revised Pay as you Earn plan and that I needed to pay them XXXXXXXX XXXX for them to process paperwork with my loan provider ( MOHELA ) in order to get the debt relief and pay XXXXXXXX XXXX a month after that for 10 years and then my loan would disappear. I spoke to a woman named XXXX XXXX and their callback number is XXXX. They knew my social security number and other private information that I did not share with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. An identity thief has used my information without my permission to enter into a business agreement with a company being reported as Mohela XXXX on my credit. I have enclosed a copy of my FTC Identity Theft Report along with this submission. To eradicate this issue myself I have spoken with Mohela/XXXX directly on XX/XX/XXXX reporting the identity theft claim requesting for the immediate removal. I have also sent them a dispute letter via certified mail which will also be enclosed. I am demanding the immediate removal of this account from all CRAs and confirmation to be sent once it has been completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77006
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My school loans were transferred to Mohela. I was at XXXX payments towards PSLF. My Mohela account SHOWED that my payments were at XXXX payments. I submitted an employment certification update from my current employer ( XXXX XXXX XXXX ), as I try to do every year or so to keep my payments updated. Instead of adding payments, Mohela TOOK AWAY payments and set be back at XXXX payments. I contacted them XX/XX/23 to resolve the issue. Thier tracker is still sitting at XXXX payments and they have not contacted This has me insanely concerned, since I was so close to pay off. They have all of my certifications on file and I completed the temporary PSLF application back with my previous provider ( however I had applied and been tracking PSLF my entire career ). Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 162XX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received an email from the Dept. of Education on XX/XX/XXXX that my student loans were being discharges. In the email I was told that there was nothing I needed to do that the loans would eventually be removed from my credit report. Here it is now XX/XX/XXXX and that has yet to happen. I have called my servicer multiple times and get no where. They transfer me from person person, leave me on hold and it seems that no one cares to look into why the loans are still being reported. I do have a copy of the email and even received a refund check in the mail from dept. of edu.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30101
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am part of the PSLF program. When I was with XXXX XXXX I consolidated under the revisions that were offered to get my payment counts all to the same count. This was successful. A few months later, around XXXX or XXXX, I got notice that my loans would be transferred to Mohela. At that point, my payment count was XXXX. I talked with XXXX XXXX and they said that I didn't need to do anything and my payments would transfer over as they showed at that point. They said it might take awhile. They also said it wouldn't hurt to recertify once I got over there. I did exactly as they asked me too. Then, I waited and waited and waited. I was trying to be patient because I knew things were crazy. However, my payment tracker on Mohela continued to read at only XXXX payments. I called today and was informed that this wasn't going to change, at least not until they looked at the recertification I sent to them in XXXX. Regardless, that will only bring my account up to XXXX. When I was at XXXX a year ago. The recertification from last XXXX should have brought me up to XXXX payments. Which means, if I recertify again this XXXX I would be at XXXX. This is very frustrating. I have done everything that is asked of me. I have jumped through every hoop. Now I am getting screwed again. Mohela won't budge and I can't get into my XXXX XXXX stuff anymore. I don't know what to do, other than pay the payments over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A