Date Received: 2023-06-08
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My loans were transferred to Mohela months ago. I kept calling them monthly to obtain information and be able to view my loan information. They kept telling me they had wrong information and the person on the phone can see it is correct so they had to put it in the file to tell them that it is correct and to proceed forward. They informed me I had to wait 90 days again. I waited 90 days again and same thing again they had correct information but whoever was checking it said it was incorrect so send in more paperwork with updated information. I did so and they said now wait another 90 days for them to see the information indeed was correct. Now I have access to the online portal and the information still is incorrect. Every time I call they just tell me that to look in my account they look in it and they say everythings correct now you have to wait another 90 days for one of their employees to go back in to see their notes that it is indeed correct. Now that I personally can see it online something different/ new is wrong. Im not sure what to do even anymore. Ive tried to be proactive and Im trying to be proactive and patient waiting out the days that they tell me to wait but Im getting nowhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60431
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: Received bad information about your loan
Consumer Complaint: My Direct Loan was originally serviced under XXXX. I submitted my final XXXX in XXXX of XXXX and my employment was approved for XX/XX/XXXX to XX/XX/XXXX. My eligible counts were initially updated with XXXX and then there was a long delay with the transfer to MOHELA. In XXXX of XXXX, I received notification that I had 124 of the necessary 120 qualifying payments and my loan was eligible for discharge. In XX/XX/XXXX, my counts were further updated to 175 qualifying payments. However, now 6 months later, my loan has still not been discharge. My service provider, MOHELA, says that the delay is dependent on the FSA. I have filed a complaint at the FSA to get more information but the FSA has repeatedly redirected me to MOHELA. This delay is far in excess of the typical 90-business day that both MOHELA and the DOE state are their typical time for inquires or reviews. I am certainly frustrated that my loan hasn't been discharged after I was told it was eligible for forgiveness, but my main reason for this complaint is that I am unable to get any information about the reason this review is taking longer than expected and whether there is problem with the application. MOHELA tells me the problem is at the FSA. FSA tells me the problem is with MOHELA. I am unable to get any answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53593
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
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 ( MOHELA/XXXX ) has violated my rights under 15 USC 1681 Section 602 states I have the right to privacy. Under 15 USC 1681 Section 604A Section 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 account under an open-end consumer credit plan as late for any purpose. XXXX XXXX Date Opened XXXX XXXX Balance Owed : {$1800.00}, MOHELA/XXXX XXXXXXXX Date Opened : XX/XX/XXXX Balance Owed : {$1000.00}, MOHELA/XXXX XXXX Date Opened : XXXX Balance Owed : {$2800.00}, MOHELA/XXXX XXXX Date Opened XXXX XXXX Balance Owed : {$4200.00}, MOHELA/XXXX XXXXXXXX Date Opened : XX/XX/XXXX Balance Owed : {$790.00}, MOHELAXXXX XXXX Date Opened : XXXX Balance Owed : {$2000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 767XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My Direct Loans were transferred to MOHELA in order for them to facilitate my Public Student Loan Forgiveness. I have well over 120 eligible payments, and was told that all my loans would be forgiven. MOHELA proceeded to remove a portion of my loans, but not all of them. The only reason I have been given for not having all my loans forgiven is that I am responsible for the loan co-borrower 's amount. However, the co-borrower 's loans were previously all discharged due to Permanent and Total XXXX, and Federal Student Aid confirmed the only loans remaining are mine and that the remainder of all these loans should be forgiven. I have repeatedly asked MOHELA to investigate and correct this problem but they have not. And just today ( XXXX XX/XX/2023 ) I received another reply from MOHELA stating that my loans were discharged ( even though they have not all been ) but I am responsible for the co-borrower 's loans ( which were already discharged and should not be in the account at all anymore ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55418
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I need some serious help. I have worked in non-profits and government for 15 years. I submitted my application for PSFL in XX/XX/XXXX via USPS. Mohela lost the first page of my paperwork- the page with my signature, and demographics. I called them in XXXX to see the status of my application to be told that the paperwork was not there- but I could submit my signature electronically. I did. I signed the first page and uploaded it to the website. Radio Silence from Mohela again- I call in XXXX to be told we don't except that type of electronic signature ( even though they told me to sign it electronically ). I then resubmitted my signed paperwork via email by tagging a supervisor directly in my email subject on XX/XX/XXXX at XXXX XXXX They lost that paperwork too. I am waiting to speak to a supervisor but the entry-level guy told me I was never instructed to email paperwork. Then how did I get the supervisor 's employee id? This has been XXXX trying to get my paperwork processed by Mohela. I submitted my paperwork in XX/XX/XXXX and it is now XX/XX/XXXX and they are still giving me the run around. Please help me!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I asked my loan servicer, Mohela, for payment history information related to student loans the company serviced between XXXX thru XXXX. The loan servicer, Mohela, informed me that their records showed I was in forbearance or deferment status during times when I was actively in repayment status and making payments on my loan. I have 1098-E tax forms from XXXX, XXXX and email confirmation from XXXX and XXXX showing that they auto-debited student loan payments from my account. I have asked them for complete payment history which they have not provided and it appears they have inaccurate records regarding my payment history and repayment status periods with them. This has impacted my ability to obtain loan forgiveness under the Public Service Loan Forgiveness program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94602
Submitted Via: Web
Date Sent: 2023-06-07
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: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX To Whom It May Concern : Ever since XX/XX/XXXX, I have been having some issues with the loan servicer that my students loans were transferred to, Mohela. The reason being is regarding the accuracy of my qualifying payments every year I submit a PSLF form for being employed by government agency, as well as the correct documentation needed when transferring employers within the federal government agency. For some reason, the PSLF form I did with my previous loan servicer XXXX didn't didn't add to my qualifying payment counts. Therefore, I reuploaded the same PSLF form and according to Mohela, a yearly certification form only counts up to certain number of months. The form is dated signed and dated by my previous government employer the U.S.P.S on XX/XX/XXXX. According to Mohela, the count for last year 2022 starts at XXXX and ends in XXXX of the same year. Therefore, in 2022, XXXX to XXXX of 2023 weren't added. For the employer, I no longer work for the U.S.P.S., Mohela said for me to contact them and have them sign and date another PSLF form certifying my employment from XXXX XXXX to XXXX of XXXX. I spoke with Mohela and told them that it's impossible to have an employer that I am no longer employed by to certify for the missing months. Instead I was told to attach a copy of my W-2, my last paystub from the U.S.P.S and a filled out PSLF form checking the box saying that I am unable to obtain certification from them. Additionally, attaching a letter written by myself discussing when my employment started and ended with the U.S.P.S and that I transferred to the VA and the day I started my new employment. As per an e-mail notification from Mohela these uploaded documents weren't sufficient for my certification for the U.S.P.S. Here is a copy of the correspondence between Mohela and I regarding these issues below. Is there anything that can be done on your end about this matter? Sincerely, XXXX XXXX P.S : Complaint XX/XX/XXXX XXXX XXXX Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it was yes. Unfortunately, I don't see it in the employment verification section on the PSLF and my employment end date for my current employer the Department of Veteran Affairs is wrong also. The begin date of XX/XX/XXXX is correct, but the end date of XX/XX/XXXX is wrong. The end date is supposed to be XX/XX/XXXX. What happened? I reuploaded my PSLF for XX/XX/XXXX. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. Due to the complexity of your request, please contact us at the number below. Sincerely, Customer Advocacy Team Phone XXXX Fax XXXX TDD Dial XXXX XXXXXXXX XXXX, T-W XXXX Thurs-F XXXXXXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX XXXX XXXX MOHELA This message, from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose. Suspicious Activity XX/XX/XXXX XXXX XXXX Body : Your Question : To Whom It May Concern : The summer of last year, in the month of XX/XX/XXXX, when XXXX was still my loan servicer, I uploaded my PSLF application. I called XXXX and asked them, if when the transfer was complete would my PSLF application submitted in XX/XX/XXXX go over as well, and according to them it would. Unfortunately, I don't see it in the employment verification section on the PSLF certification. What happened? Also, what is going in with my account. This type of situation has never happened before, why is it happening now. This is my second complain. I have called XXXX times about this matter. Because of this matter, I reuploaded my PSLF for XX/XX/XXXX. Somehow each time I call asking about this situation, the customer service representative always gets confused about employer certification time period. Please amend these issues ASAP. Sincerely, XXXX XXXX MOHELA 's Response : Dear XXXX XXXX, Thank you for contacting MOHELA. After reviewing your account it looks like the application received on XX/XX/XXXX was missing your signature and social security number on top of page 2. Also reviewed the pending applications and it looks like the ones received on XX/XX/XXXX is missing employers certification. We received the documents you sent in but we would need W2 's for each year and paystubs. If you have any other questions or concerns please dont hesitate to contact us at the number listed below. Sincerely, XXXX XXXX XXXX XXXX XXXX Fax XXXX TDD Dial XXXX XXXX M, XXXX T-W, XXXX TH-F XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXXXXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 891XX
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: XXXX Uploaded Employer Certification Form to MOHELA website, requesting public service loan forgiveness. XXXX Received letter from MOHELA acknowledging 120 qualifying payments made toward public service loan forgiveness. As of XXXX Ive received no notification verifying that my loan has been forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12047
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: Problem with customer service
Consumer Complaint: I applied to have my loans discharged under the expanded public service loan forgiveness program during COVID. My loans were with another servicing company at the time of my original application. Before discharge was ever processed ( they had verified I met all of the qualifications ), my loan was transferred to MOHELA for servicing. I was unable to get any information, or verify that they had my completed application, so before the statutory deadline in XXXX of XXXX I resubmitted an application again asking for discharge since I met all the qualifications. I always get the run around when I can actually get someone on the phone. I keep probing to see if there is something else they need. They tell me no, but it has been over a year since a I submitted my first application for final discharge and now over 8 months since MOHELA has had my loans with no change and no end in sight.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I contacted Mohela on XX/XX/XXXX via email to request reimbursement of payments I made during COVID. I made XXXX payments : XX/XX/XXXX paid {$1000.00}, XX/XX/XXXX paid {$6500.00}, and XX/XX/XXXX paid {$7500.00}. I did not receive any response to this email. I also mailed a letter to follow up and never received a response. I began calling in XXXX of XXXX. Initially I was told they would reopen my loan ( it had been discharged through the PSLF program ) before refunding my payments. I was told this process would take 90 days. After 90 days, I called again and was told nothing had been noted on my account so the process had not even begun. They began this process in XXXX, and I was again told it would take 90 days. Most recently, on XX/XX/XXXX, when I called to follow up I was told they were issuing a reimbursement in the amount of {$5400.00} but they were not able to explain to me why they were refunding this amount and not {$15000.00}. In addition, my current principal/payoff amount is now reading as {$23000.00} and no one can explain that amount either. Each time I call I am on hold for hours. Today when I called asking to speak with XXXX in the Resolutions Department and provided her extension that she had given to me, I was not able to speak with her and waited on hold for XXXX minutes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A