Date Received: 2023-05-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted my PSLF application to FSA over a year ago, XX/XX/2022 and I am still waiting for them to update my employer 's eligibility status from undetermined to approved. I used the PSLF help tool and submitted additional supporting documents to include a supporting letter and a copy of my employer 's articles of incorporation and bylaws as suggested. My loans have been transferred to Mohela and when I contact them regarding the status of my PSLF application, they state that they are waiting for FSA to determine my employer 's eligibility. I've been contacting FSA to get this information but they continue to transfer me back to Mohela. Both parties continue to transfer me back and forth and no one is helping to provide a status update or review the supporting documents and application that I submitted a year ago. Is it possible to get my issue escalated or resolved asap?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: PSLF form was submitted on XX/XX/XXXX. In XX/XX/XXXX I called to determine the status. I was told that it was denied due to there not being a signature for XXXX XXXX XXXX. I stated that I was told before submitting my form there is no one who signs such forms for XXXX XXXX and that all former and current employees have to use the work number to verify employment. That information was included with my form on XX/XX/XXXX. The supervisor I spoke to in XXXX confirmed that the information was indeed included and resubmitted the form. I was told to give it 90 days. On XXXX XXXX I was told that everything had been processed and my loan forgiveness was just days away from completion. I was told everything would be finalized by XX/XX/XXXX. On or around XX/XX/XXXX, I called again and was told that the transfer process from XXXX had not yet begun. Now today, XX/XX/XXXX, I being told that the employment for XXXX XXXX XXXX was denied because of a lack of a signature. Again that was supposedly resolved in XX/XX/XXXX. Its extremely frustrating to get a different response every time I call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XX/XX/XXXX I applied for PSLF for discharge of XXXX of loans. The application sat until MOHELA picked up until XX/XX/XXXX. I submitted 19 years of employment as a XXXX. The application was returned for a wet signature in XXXX but turned around in 1 day back to MOHELA where it sat until XX/XX/XXXX. No action took place to payment tracker no payment counts entered. After a complaint a tracker was added at the end of XX/XX/XXXX. The tracker sat on XXXX payments for 90 more days and was updated to XX/XX/XXXX payments in XX/XX/XXXX. EI talked to multiple representatives during the process all who had no idea what was happening promising I would surely have discharged loams by XX/XX/XXXX each time I was saying I am retiring in XX/XX/XXXX. In XXXX and XX/XX/XXXX I asked why my loans were only being eligible from XXXX when PSLF goes back to XXXX. Nothing happened in XXXX I called back XX/XX/XXXX asked the same question asking for an answer as XX/XX/XXXX retirement was approaching. I was told the rep could see my request from XX/XX/XXXX but it was canceled since it wasn't the right request and no notification to me. The rep put in a new request with a case number of XXXX. As of XX/XX/XXXX no communication and onw MOHELA out to retire, MOHELA has had months to get my loans forgiven and are causing harm to me as I am now retiring without the loans being forgiven. I have spent endless hours on the phone with multiple reps with multiple answers with misinformation. I need immediate help as this is the last week I have an eligible employer. I reached out to US Department of Ed XX/XX/XXXX no response yet. I am XXXX XXXX XXXX and widowed. MOHELA has had more than adequate time to discharge the loans and this is a due process issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have submitted for loan forgiveness through the PSLF waiver back in XXXX. Per Dept of Ed I should have been direct to discharge months ago as I have been well over the XXXX payment count. I have been in touch with mohela dozens of times about this. I get a different excuse each time but they all say my payment counts have been sent to Dept of Ed. Dept of Ed says they have not. Dept of Ed states Mohela tells people that when it isnt true. Meanwhile people whove applied six months after I did are having their loans forgiven. I dont know what else to do. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In accordance with the fair credit reporting act, these accounts violated my rights as a tax payer. 15 USC 1681 Section 602 states that I have the right to privacy. 15 USC 1681 Section 604 A section 2 states a consumer reporting agency can not furnish an account without my written permission and instructions. 15 USC 1666B states that a creditor may not treat any payment on a credit card account under an open end consumer credit plan as late for purpose. Companies were contacted and refused to fix discrepancies due to dates being pass 2-years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX submitted my XXXX form payment history was partially updated. A form was mislabeled as duplicate. I called in the beginning at XXXX and was told it would be resubmitted. We are in XXXX and my payment account has still not been updated. I also want to remove past in school deferment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have not supplied proof under the doctrine of estoppel by silence, Engelhardt v. Gravens ( mo ) 281 SW 715,719, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exist
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I provided MOHELA, my Federal Student Loan Servicer with the Federal Form for PSLF. I received a count from MOHELA of XXXX qualifying payments. On XX/XX/XXXX, I determined that there were XXXX years worth of payments that were missing from this count. I contacted MOHELA via their secure messaging system and asked them what the issue was. The form was signed by my employer certifying my employment through XX/XX/XXXX. I will attach a copy of the form. This is the I received this answer in response : Your Question : The XXXX line keeps hanging up on me, so I am sending an email. I checked and the system tells me I have made XXXX eligible payments, but only XXXX are certified with my employer. I have the information from my employer stating that I started in XXXX and the system has always said that the pause months, whether or not you make payment, count towards XXXX. I should have XXXX eligible payments as of XX/XX/XXXX. Can someone explain why only XXXX payments were certified? XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. Your most recent approved Public Service Loan Forgiveness ( PSLF ) form certifies your employment through XX/XX/XXXX. The qualifying payments do not update each month automatically, but rather each time a new PSLF Form is received and approved. We can not verify qualifying payments past the date the PSLF application is signed by your employer. You can submit a new PSLF from at any time you wish, however, we advise submitting a new form annually. The best way to complete a PSLF form, and to check if your employer qualifies, is to access the PSLF Help Tool. The PSLF Help Tool may be accessed at studentaid.gov/pslf. You can view your qualifying payment count for the Public Service Loan Forgiveness ( PSLF ) program by logging into your account on www.MOHELA.com. Once you have logged into your account, please select " PSLF '' from the top menu, then select " PaXXXX XXXX ''. If you have any additional questions, please contact us toll free at XXXX Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA I sent another message and received a response that was " non-responsive '' to my question/request : XX/XX/XXXX XXXX XXXX Body : Your Question : The dates on the form in my documents was dated XX/XX/XXXX, not XXXX. I can provide a new form from my employer, that isn't an issue, but the existing form was just signed and dated XX/XX/XXXX. Thank you, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience. Our records indicate that the date on the form that was last processed reflects XXXX instead of XXXX as the year the form was signed. We advise getting an updated Public Service Loan Forgiveness application and resubmitting the complete application, both pages 1 and 2, to us for processing. Once we have received a complete PSLF application, please allow up to 30 days for processing. If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX., Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2023-05-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela added the incorrect balance to my credit report after verifying the correct balance. I spoke with XXXX XXXX who misrepresented himself as a supervisor, and was unable to help me. I then spoke to XXXX XXXX ( supervisor of customer advocacy ) who stated there's nothing he could do about the balance until they verify it. This is extremely frustrating because I sent a copy of the discharge letter. The customer service I received from both XXXX and XXXX was very upsetting. I definitely regret that XXXX XXXX transferred my loans. Now my credit report is suffering due to this mistake. According to XXXX, it could be incorrectly reporting for 90 days or longer!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53051
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for Public Service Loan Forgiveness XX/XX/XXXX. I was originally with XXXX at the time and had my loans transferred to Mohela in XXXXXXXX XXXX XXXXXXXX. I graduated from the XXXX XXXX XXXX in XX/XX/XXXX, started working in XX/XX/XXXX and have well over the 10 years ( XXXX ) of qualifying payments. One out of three loans were forgiven for PSLF/ TEPSLF. The loan forgiven had the smallest remaining balance ( well under {$1000.00} ) and dispersed on XX/XX/XXXXXXXX The two remaining loans total over {$89000.00} and were dispersed XX/XX/XXXX. There are missing loan payments in one system from XXXX that have not been applied to the remaining two loans. I have employment verification for this time period and was not in any type of forbearance. These missing loan payments were counted for the small loan that was forgiven, so I'm not sure why it wouldn't have been counted for the other two loans. I have called Mohela and the Federal Student Aid Ombudsman multiple times to get the missing loan payments recounted since I am over the 120 qualifying payments. I placed the initial call to Mohela regarding the discrepancy and missing payments on XX/XX/XXXX and was given a tracking number by a supervisor XXXXXXXX XXXX XXXX ( tracking number XXXX ) who stated she could see the missing counts in her system and that she's not sure why the counts were not applied to all of the loans. She stated it would be 30 business days for resolution and she submitted for recount. I did not get any updated count information in 30 days, and called the ombudsman who stated I needed to call Mohela for it to be addressed. I called Mohela a second time XX/XX/XXXX and discussed it with another supervisor who stated she could see those missing payments were made and that the case had been assigned to someone for the recount, and to give it another 30 days. On XX/XX/XXXX I called and discussed it again with Mohela, and was told to give it more time. I tried the Mohela chat function on XX/XX/XXXX and she stated I had to call to get it escalated. I called Mohela XX/XX/XXXX and spoke to yet another person who spoke to supervisor XXXX -- was told it would be another 1-2 weeks and that the information has been submitted to the Federal Student Aide office for over-ride. This process has been ongoing for over a year since I initially applied for PSLF/TEPSLF forgiveness. I checked the box stating I was at the 120 payments which should have given my loans priority. Even though my loans were transferred to Mohela, it has been 8 months and counting without resolution. Since the initial complaint to Mohela regarding the missing payments, it has been just shy of three months. ARE YOU EVEN KIDDING ME? I find it very frustrating that people who applied WELL AFTER I did are having their loans forgiven in a few months. And yet, here I sit wasting hours of my time calling Mohela without any resolution in the foreseeable future. I was told to call back in a few weeks, yet again, which will be another hour of my wasted time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40503
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A