Date Received: 2023-06-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I originally consolidated my loans and applied for PSLF/FFEEL on XX/XX/XXXX. My consolidated loans were transferred from XXXX to Mohela on XX/XX/XXXX. I hit my requisite 120 payments on XX/XX/XXXX. I have consistently called and questioned why my account has not been submitted for forgiveness. I even filed an updated Employer Certification in XXXX, XXXX to show that I still work for the same federal employer ( XXXX ) and that my payment count as of that date was 125 months of payments. To date, I have made 128 months of qualifying payments, yet Mohela sat on my account and did not file for forgiveness with student aid.gov until XX/XX/XXXX ( per my most recent call to them ). My loans should have been forgiven over 8 months ago and I am continuing to wait. I called today ( XX/XX/XXXX ) to again question the status and was given no answers. Further, I requested information on how to contact the Mohela Ombudsman and was not given information and they even admitted that the information is no longer on their website. When asked for a supervisor, I was refused and told they had " put in a request '' but that " no one was answering, '' I remained on this call for 90+ minutes with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My complaint is regarding both MOHELA and the Department of Education. I was eligible for loan forgiveness through XXXX on XX/XX/XXXX. I submitted my final application to MOHELA and was told this could take XXXX business days. Fortunately, it was processed by MOHELA on XX/XX/XXXX. I spoke to MOHELA via chat several times throughout this process. They made it sound like once they processed that application, and my account showed that XXXX payments were made, I would be forgiven. But my loans havent been forgiven, and now when I call Im told that my application is with the Department of Education and I just have to wait for them to review and approve my application, which could take an additional XXXX business days. I was never told about this additional wait time by MOHELA prior to XXXX. NOW its on their website, but this is a new addition. When I call MOHELA they say theres nothing they can do and to call student aid.gov. I filed a formal complaint with student aid.gov on XX/XX/XXXX because of this egregious wait time, and also just to receive some sort of confirmation that they have actually received my application from MOHELA, and that its in a queue somewhere for review. I received an email stating I would receive a response within XXXX days after filing the complaint. Today is XX/XX/XXXX, and I have not received a response. So today I called the ombudsman line for XXXX The representative kept referring back to MOHELA. I explained that MOHELA said they couldnt help me and says to call them. Then she told me they dont even have a timeline for reviewing the applications ( despite MOHELA website saying XXXX business days ), and that some people have waited XXXX years for them to approve their application. She told me that she could not even verify whether or not they had received my application from MOHELA, she could not tell me if there was any sort of process for reviewing them, and she certainly could not find out where my application was in the review process. No business should be able to operate this way, or government agency. When I graduated from school I intentionally sought out employment in public service in order to participate in this program. I was told that if I worked in public service and made XXXX qualifying payments ( 10 years ) that my loans would be forgiven. I read the rules. My case is a straightforward XXXX years of payments. My eligibility is not based on any of the special waivers in place. I feel that I was intentionally misled about this process, especially by the Department of Education. Its been almost 6 months since Ive been eligible for forgiveness. I have XXXX children under XXXX and have been offered a job outside of public service that would be life changing for my family. But XXXX unable to accept it because under the XXXX rules, you have to remain employed at your qualifying employer at the time of forgiveness. So essentially, my life, and my familys are being held XXXX by a process they arent even able to explain to me. They arent even able to tell me what the review process looks like or give me a timeline. We are just supposed to remain on hold indefinitely while MOHELA and Department of Ed point the finger at each other.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38655
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am reaching out to reopen complaint number XXXX. You did not resolve my complaint and therefore I would like it re-opened and resolved. MOHELA lost 8 years of my student loan payment history. The CFPB reached out to them to get information and they told you that they have no payment history before XXXX. That is not the end of the story and the case is NOT closed. The problem is they lost 8 years of my student loan payment history and no one I have reached out to - not MOHELA, or you, or Federal Student Aid are able to provide me any information on where 8 years of my payment history went. I am on an income based payment program with a cap on the number of years I have to pay. It is urgent I get this matter cleared up so I am not overpaying. I am asking you to please reopen this case, find out WHY MOHELA doesn't have a record of my payment history between XXXX and XXXX and order them to procure it or find me someone who can. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2023-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Yesterday, Saturday, XX/XX/XXXX, I was receiving an email regarding an open student loan account with the company " MOHELA/DEPT OF ED ''. I was investigating on my own and the address in which it appears that they took the loan is NOT where I live, I do NOT know that address and I have no relatives who live in that address. So it alerts me to think about " fraud/identity theft ''. My credit score has been quite affected by that loan which IS NOT MINE. I am not currently studying, I finished in XX/XX/XXXX and my student loan was closed since XX/XX/XXXX and I have evidence that it is closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00795
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hi! My loans transferred from Fedloan to Mohela in XXXX. The employment certification form that I submitted was approved under the XX/XX/2022 waiver. However, Mohela has not added the 3 months in towards my qualifying payments. I first called and spoke with a representative on XX/XX/XXXX and he said that he input the request for those 3 months to be added and to give it 3 to 5 business days. I checked in and didn't see that added to qualifying payments. I spoke with another representative on XXXX, XXXX, a PLSF loan advocate ( supervisor of customer service representative ) and see put in a formal request to have those 3 months added in and give it 10 business days. The formal request was being " processed '' but it said " duplicate form '' However, it has been more than that and I have not seen those 3 months added in. I am requesting that those 3 months be added in in a timely manner. Please advise on how to proceed. Thank you for your help in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA ( a Federal Student Loan servicer ) stole {$4500.00} from a payment I made and scheduled on XX/XX/2023. A payment information below was receipted and acknowledged with : - Confirmation number of XXXX - Payment Amount : {$9500.00} - Payment Effective Date : XX/XX/2023 Then, the above confirmation number was deleted when I checked my account online last Sunday ( XX/XX/2023 ) evening with a payment being shorted in the amount of {$4500.00}. Now, a remaining student loan balance is being reflected inaccurately as {$19000.00} instead of {$15000.00} being the correct amount. I have reached to MOHELA directly twice since last Monday ( XX/XX/2023 ) with issue still being unresolved at this time. I literally upset that MOHELA did this to a student who has been abiding by law and policies with no late payments ever in the past. MOHELA needs to stop stealing money from students of the United States of America. One bad actor/actress/employee really ruin the reputation of MOHELA this time. MOHELA needs to step up in finding those who are responsible in stealing student 's payments money. MOHELA changed a payment amount received from {$9500.00} to {$5000.00} last Sunday ( XX/XX/2023 ) by stealing my own student loan payment in the amount of {$4500.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
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 accordance with the Fair Credit Reporting Act, MOHELA/XXXX has violated my rights under 15 USC1681 Section 602 states I have the right to privacy. Under 15 USC 1681 Section 604ASection 2, it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15USC1666B a creditor may not treat a payment on a credit card accounts under an open-end consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55318
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my student loans from XXXX to Mohela and all my previous payment history is missing. These payments go back from XXXX XXXX. If these payments are added I will have over 120 payments and be in the loan forgiveness waiver category. I have submitted a complaint with Federal Student Aid which has been pending for months no resolve or movement. I have called numerous times to Mohela and received various answers but still no resolve. XXXX has sent me the payment history but there is nothing they can do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
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 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. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 U.S. Code 1681a - Definitions ; rules of construction - Exclusions.-Except as provided in paragraph the term " consumer report '' does not include-any report containing information solely as to transactions or experiences between the consumer and the person making the report ; 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39056
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX I submitted my PSLF loan application for forgiveness. On XX/XX/XXXX I received a letter stating that my employment had been verified and that my loans would be transferred to MOHELA. The letter indicated that the only step left was to check that I submitted 120 payments, and then my loans would be forgiven. The letter asks me to wait for instructions from MOHELA and that this could take up to 90 days. I have not received any communication from either MOHELA, FSA, or my previous loan servicer ( XXXX ). It has been one year and 8 months, and I have not received any communication about my loans. When I log into the FSA website it says my loans are serviced by XXXX, but when I log in, I can't see my loans, and my dashboard is blank. I have called MOHELA multiple times and re-submitted my application in XXXX of XXXX. The representatives told me that I need to talk to XXXX and the representatives at XXXX had me call the Federal Student Aid number. The representatives there directed me back to MOHELA. No one knew how to help me. I called XXXX again, and they said they don't have a record of my loans at all. They directed me to MOHELA. Since I do not have an account with MOHELA I can not log in, I can not see my loan information, and the representatives on the phone keep telling me to contact XXXX. I called again in XXXX of XXXX and the MOHELA representative was able to find my information in the system. She said that a temporary account had been created, and she could see that my employment had been verified but didn't know why I was never e-mailed or sent hard copies so that I could finish setting up my account. She could not manually transfer my loans, but she assured me that she escalated my account and that within 90 days I would receive a communication. Nothing has been sent, and it's been almost 2 years since I applied for forgiveness. I can not see the status of my loans, I can't make monthly payments, I can't do anything. Soon the temporary pause on student loan payments is ending, and I still can not get answers as to what is going on with my loan, and I can not see my balance, interest, or if my forgiveness will go through. This is unacceptable. I called again on XX/XX/XXXX and the representative once again told me they would manually transfer my loans, and she could see the one from XXXX, but that it never went through. After lots of pressing on my end, she was able to help me get a log in, so that at least I can log into the MOHELA website and see my blank dashboard. I still can not see my loan information, interest, payments, nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80538
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A