Date Received: 2023-06-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am a borrower whose loans are with MOHELA and am currently waiting for PSLF, especially verification of my employment history. I submitted three separate forms for my employment to be verified along with my PSLF application in XXXX, and to this day ( XX/XX/XXXX only one form has been processed. I called MOHELA eight weeks ago and they said they would follow up ; I have called today and they said the same thing. I would like my full application to be processed before student loan payments resume. I should be eligible for full PSLF having been employed for ten years, but MOHELA seems unable -- or unwilling -- to process the forms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71106
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX I noticed 2 student loans mentioned on my credit report while checking my credit score. Since I have never taken out a student loan of any kind, I knew immediately that these loans did not belong to me and were incorrectly placed under my name. I contacted the three reporting agencies immediately ( XXXX, XXXX and XXXX ) and filed a reports requesting that this be removed from my credit report. I received letters back stating that they had " investigated '' the matter and the loans were marked as accurate and did in fact belong to me. When I attempted to ask them what matters they took to investigate, they ( XXXX and XXXX ) responded by saying that they called the loan servicer ( Mohela ) and asked if the information was accurate. To which they replied that it was. This is not an acceptable form of investigation so I called to dispute with Mohela. They confirmed that someone had used my name, a different address and e-mail address to obtain a deferred student loan to attend XXXX XXXX XXXX College in XXXX XXXX Iowa. I have never been to Iowa or attended college there. This is a brick and mortar institution and I live in XXXX, Kentucky. I finished college over 10 years ago with no debt. There is no feasible scenario where this would belong to me and it is even more suspicious that the loan was deferred. This means someone is receiving federal student loan money and kicking the payment down the road after they run up a tab of loan debt. Mohela said I would need to fill out a forgery packet to have the loan released. I did this and provided my drivers license, social security information, utility bills, mortgage statements, signature examples and other documentation proving that this is not my loan debt. I sent the packet with a full police report back to Mohela within the specified time frame. I sent it with certified mail. It has been months and I have received no response or resolution. It is also worth mentioning that I have recorded all of my calls with the credit agencies and Mohela to corroborate my information should I need to tag legal action. Mohela admittedly serviced a loan to someone who is not me and it has incorrectly appeared on my credit report, negatively impacting my credit score. Mohela has not provided any additional information, supporting documentation or provided a debt validation letter. So far the burden has been on me to prove that this debt isn't actually mine which is absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I applied for XXXX - I have worked as an educator for 9 years and made payments during the entire time. Mohela told me that on XXXX of the XXXX payments that were made applied towards XXXX. This is because I attended school during XXXX of the years. I did not take out additional loans or ask XXXX that my loans be placed in deferment during the periods I attended school. I made full on-time payments. I was told that because I filled out a fafsa, ( I was forced to when I enrolled in the schools I attended. ) XXXX automatically placed my loan in deferment. When I received notification that the loan was in deferment - I told them deferment wasn't necessary and that I was paying the loans regardless. They said they would not take them out of deferment because I was in school. I was also working full-time as a teacher at a qualified school during all the periods I was in school. My understanding was that my loans still collected interest while on deferment so there was no benefit to NOT paying. Additionally, mohela took another year because they stated that XXXX reported that I was late in making payments through all of 2017. XXXX shows that I consistently paid them within the same 3 days of the beginning of the month for all of XXXX. The report shows that I made the payments 6 days early for 12 months. I was told regardless of the early payment - the payments fell out of XXXX 's XXXX window and the entire year would not be counted. Additionally, every time I inquired about the possibility of XXXX with XXXX before XXXX, I was told none of my loans would be able to participate in the program and strongly discouraged from applying. The purpose of XXXX is loan forgiveness for educators and public service workers who paid on time while working full-time. I did that, even while in school. It is unfair and those time periods should be counted as qualifying payments to the program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93534
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I spoke to Mohela customer service and Military customer service several times about my PSFL application and submission of W2 forms since last year when I submitted my PSFL application. At this time they can not help me resolve my issue. I am requesting to get my information looked at and processed. The customer service representative told me today they are waiting on further guidance to calculate hours worked since I sent in W2 forms. I work for the XXXX and we are 24/7 so I do not understand what guidance Mohela need when it clearly states on student.gov website to send in W2s. I marked full-time on the PSFL application been in the XXXX since XX/XX/XXXX. This is very unacceptable and I need a resolution to this issue. I was told in XX/XX/XXXX to resubmit an application to get credit for the last 12 months and during that time I was never told that my W2s would put my application on hold. It is currently XX/XX/XXXX and no closure to my issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I called my loan servicer and requested a refund of payments I made on the account and explicitly discussed that only those payments that can be refunded to me -- - I did not want them to send them back to my employer. On XX/XX/XXXX, my employer told me that they received a check from my loan servicer that mirrored what they distributed back in XX/XX/XXXX and that they could not give me the payment, but they would cash the check and credit it to the Agency 's funds. On XX/XX/XXXX I spoke with a Customer Advocacy Supervisor about this issue. They revalidated that this is in fact their error and that payments were only to be sent to account holders. She didn't have the ability to cancel the check in question, but she would try to send a letter to my employer explaining what happened, requesting that funds be sent back. On XX/XX/XXXX I spoke with a Customer Advocacy Supervisor about this issue, they reaffirmed that they mailed a letter to my employer on XX/XX/XXXX and that I should call back if this is not resolved by the 2nd week of XXXX. On XX/XX/XXXX, I spoke with a Customer Advocacy Supervisor about the issue, they reaffirmed that a letter was mailed to my employer on XX/XX/XXXX ( but my employer never received such letter ), and that she would personally draft me a new letter and it will arrive in 3-5 business days. On XX/XX/XXXX, I received the letter to give to my employer and they are contemplating whether or not they will release those funds that were returned. How is this possible? I asked for a refund of payments I made to the account and verified that I did not want any payments to be sent to my employer and that if they would be to " not '' refund those then. The loan servicer did not listen and sent the money to my employer. The loan servicer is trying to hold me accountable for the balance. That balance will begin accruing interest. This all benefits the loan servicer to my detriment. How is this legal? The loan servicer did not have me sign a single thing. I have a phone conversation request for this and it is costing thousands of dollars. Please help investigate this matter since I have no other recourse. I am at the mercy of my employer " choosing '' to remit payment back to the loan servicer, and the loan servicer is trying to hold me accountable for funds they illegally sent to someone who is not me. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted my request to Mohela for refund on voluntary payments after XX/XX/XXXX paid during the student loan pause XX/XX/XXXX. The voluntary payments should have amounted to about {$82000.00}. I called multiple times to request updates, and was informed that it was submitted early XX/XX/XXXX. After more phone calls, I finally received an update that it was approved the end of XXXX. The principal balance including interest accrued before my refund request was at {$320000.00}. ( I do not have the exact balance when I requested the refund, but I did request this information from them ). I was informed that my refunded amount would be {$81000.00}. I have not received this refund yet and am patiently waiting for this to come in the mail. My principal balance including interest is now {$420000.00}, which does not add up as there should not have been any interest added during the pause. I submitted for a dispute and was provided a case #. I called XX/XX/XXXX for updates on this case #, the refund, and was informed that they do not have this case # in the system. I am just appalled at how unorganized everything is with Mohela, the payments, the inaccuracy of my loan amounts and do not know how to address this now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90630
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue : Mohela has inaccurate employment dates for XXXX of my employers. Mohela has the employment dates of XXXX for XXXX XXXX XXXX XXXX My most recent XXXX application for this employer indicates my employment dates are XXXX. This form was sent to Mohela on XX/XX/XXXX. Mohela also has inaccurate employment dates for XXXX XXXX XXXX and XXXX XXXX XXXX. My most recent XXXX application for this employer has the employment dates of XXXX but Mohela only has the employment certified from XXXX. This application was sent to Mohela on XX/XX/XXXX. I have attached copies of the applications that were submitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97701
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX I finally received my official letter in the mail ( attached ) from MOHELA and XXXX XXXX XXXX informing me that they had determined that I met all of the requirements for student loan debt forgiveness under the XXXX XXXX XXXX XXXX XXXX program and that my existing student loans had been forgiven in total. While this was certainly welcome news to me after an arduous year and a half of dealing with multiple loan servicers and submitting and re-submitting my documentation and dealing with many unhelpful bureaucrats along the way, there is still XXXX more issue that has been left unresolved ; namely that I am due {$4900.00} dollars as reimbursement for XXXX overpayment for the 18 months of payments that I made after I had reached XXXX qualifying payments for my loans in XXXX of XXXX. I am including a screen capture file ( attached ) showing my XXXX tracker with XXXX Qualifying Payments approved on XX/XX/XXXX which was the status of my account a few weeks before my student loan forgiveness was approved and processed and then my online account showed as in good standing once the forgiveness was processed ( additional screen capture attached as well ). This clearly shows that I had made many months of extra payments, along with some additional credit for Qualifying Payment periods during the XXXX student loan payment pause period. Since receiving my loan forgiveness under XXXX in XXXX I have made several follow up phone calls to both MOHELA staff and staff at Federal Student Aid to find out when I would be receiving my XXXX reimbursement payments and neither entities were able to provide me any information or confirm to me that I was indeed getting the reimbursement that I am rightfully owed under federal law and multiple XXXX XXXX order relating to the XXXX XXXX XXXX XXXX program. After making a year and half of extra payments on my DIRECT Federal subsidized and unsubsidized loans after I had crossed the required XXXX payment threshold under the XXXX XXXX XXXX XXXX XXXX in XXXX of XXXX, I am due those funds. Those extra payments that I made in the total amount of {$4900.00} dollars during the period of XX/XX/XXXX through XXXX of XXXX should be refunded to me immediately now that my loans have been forgiven. I request an answer immediately as to the status of my {$4900.00} dollar XXXX overpayment reimbursement and the quick deposit of these funds back to me either via direct deposit from the XXXX Treasury to my bank checking account or a physical check in the mail to my mailing address. XXXX XXXX, XXXX XXXX XXXX RI XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue commencing in 2021 with PSLF resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern : Im writing in regards to deceptive practices and misinformation and misclassification of the PLSF public service forgiveness program. Im a XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. During my tenure I was informed about the XXXX XXXX when I lost both my parents to XXXX in back to back years going towards XXXX. With the PLSF program in effect at the time. I proceeded to go back and get my degree for that reason. I took out direct federal loans and promptly applied through XXXX XXXX which is now transferred to MOHELA Services Ive provided documentation and recorded it to the services and my certified employer XXXX XXXX XXXX XXXX XXXX Department in regards to the payment of credits that is accounted through the Federal Student Aid website. I continue to be led on to believe I will get the credit towards my PLSF loan forgiveness. The program itself is deceptive even from its inception in XXXX and led people to believe something will occur to help people that sacrificed their lives for the sake of not being directed properly. What the Serviicers like XXXX XXXX MOHELA are simply an extension of the Department OF Educations misdirection with its borrowers. Its no wonder there are lawsuits that happening. What they are only trained to do is falsely promote, provide misleading information and deceive people with qualified Federal loans and put their accounts in deferments without the proper approval of the borrowers knowledge to achieve accure loans in interest payments towards the borrowers. Effectively, they are accumulating these loans with interest and selling them off to other lenders or borrowers. When borrowers would call they would simply be told they are working on it and to call back in a couple months or make false statements to borrowers about their loans. This has been a practice and problem that has become common for years of abuse towards borrowers about how theyve been treated throughout the years of trying to find out when they would get the credit they deserve for sacrificing their public service duties to the PLSF program. This needs to stop and borrowers need to be able to be aware of these issues and practices that are happening. Im in need of help in this process to properly understand these organizations that continue to mislead the people that dedicated their lives to help others. Please feel free to reach out to me in regards to this matter at XXXX. Best, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A