Date Received: 2023-05-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Mohela XXXX company. 16 CFR 433.1 433.2 Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices. In connection with any sale or lease of goods or services to consumers, in or affecting commerce as commerce is defined in the Federal Trade Commission Act, it is an unfair or deceptive act or practice within the meaning of section 5 of that Act for a seller, directly or indirectly, to : ( a ) Take or receive a consumer credit contract which fails to contain the following provision in at least ten point, bold face, type : ( a ) Any seller who has taken or received an open end consumer credit contract before XX/XX/1977, shall be exempt from the requirements of 16 CFR XXXX XXXX with respect to such contract provided the contract does not cut off consumers ' claims and defenses. ( b ) Definitions. The following definitions apply to this exemption : ( 1 ) All pertinent definitions contained in 16 CFR 433.1. ( 2 ) Open end consumer credit contract : a consumer credit contract pursuant to which open end credit is extended. ( XXXX ) Open end credit : consumer credit extended on an account pursuant to a plan under which a creditor may permit an applicant to make purchases or make loans, from time to time, directly from the creditor or indirectly by use of a credit card, check, or other device, as the plan may provide. The term does not include negotiated advances under an open-end real estate mortgage or a letter of credit. ( 4 ) Contract which does not cut off consumers ' claims and defenses : A consumer credit contract which does not constitute or contain a negotiable instrument, or contain any waiver, limitation, term, or condition which has the effect of limiting a consumer 's right to assert against any holder of the contract all legally sufficient claims and defenses which the consumer could assert against the seller of goods or services purchased pursuant to the contract. Mohela / XXXX fraudulant companies
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to you to address my ongoing concerns with Mohela regarding my student loan account. This is my second complaint to your bureau as the first one did not resolve my issue. I appreciate the information that Mohela has provided regarding my account status. However, I must reiterate that my issue concerns incorrect loan terms and payments, which have not been updated despite my repeated attempts to rectify the situation. As previously stated, I was placed on an Income Driven Plan ( IDR ) PAYE plan by XXXX in XX/XX/2021, with a total monthly payment of {$470.00}. Due to the XXXX forbearance, the federal government postponed any additional income recertifications and loan payments, with plans to resume payments from previous income recertification once the payments begin. While I understand that Mohela is updating my recertification date deadline to reflect additional extensions of XXXX relief, the response further implies that my payment amount will increase to {$2300.00}, which I can not afford. My request is simple : I ask that my previous payments of {$470.00} continue, and that my income recertification date be extended as per the guidelines on the studentaid.gov website. Despite my repeated attempts to reach out to Mohela over the last six months, I have been placed on long holds, been hung up upon, and have had significant difficulty escalating this issue within their departments. Moreover, no one has been able to explain the discrepancies or the rationale behind it. This has left me feeling frustrated and helpless. I implore you and your team to take immediate action to resolve this issue. As a borrower, I have been making every effort to comply with the guidelines set out by the federal government, and I expect Mohela, as my loan servicer, to do the same. Thank you for your attention to this matter, and I look forward to your prompt response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for Public Service Loan Forgiveness through the Temporary Expanded PSLF limited waiver after consolidating my current loans to fit the then temporary criteria for loan forgiveness. My application was approved and my Perkins loans consolidated under the new Consolidated loan. That was XX/XX/XXXX. I have had my counts towards loan forgiveness tracked and MOHELA shows 122 payments. I know that 120 payments qualifies me for the loan forgiveness, however I have reached out on 5 occasions asking the count be corrected as my total count should be around 187 total payments. MOHELA customer service staff do not seem to understand what I am asking them. I explained that I began paying loans back since before the PSLF program started and that my loans repaid since XX/XX/XXXX to my last verified employment for the PSLF should be counted. MOHELA continues to only count dates starting in XX/XX/XXXX to current date as my qualifying payments. That is partly incorrect. My qualifying payments have been since XX/XX/XXXX when the PSLF program began. I have overpaid by 5 years under the new temporary rules of the temporary PSLF program. I explained that I have been paying my loans back while working for this same qualified employer since XXXX. I would like my count to reflect the date starting in XXXX not XXXX. I have asked MOHELA to update several times. I sent proof from my old student loan lender XXXX showing my payment history. I have called MOHELA several times only to be told inaccurate statements. I told the customer service people to put me in touch with whom handles the count and they have no information on who handles count they say. They just keep saying the count is being reviewed but I don't see any changes nor has anyone been able to give me reassurance that my count will be adjusted. Though I have far exceeded the qualifying number for 120 payments I do push to have my total count be reflected accurately in the event that the Department of Education have the funding to credit and reimburse any overpayments that I have made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, This morning ( XX/XX/XXXX ) I called Mohela to understand how any qualifying payments I have made to my student loans. I was told I have 21 years remaining ( having entered into repayment status on XX/XX/XXXX ) and have been in forbarence for all of those years, despite making payments. I strongly believe there is a discrepancy. I do not believe I have 21 years remaining and do not believe I have been in forbarence for the majority of the time. The representative transfered me to another representative who said I have 16 years remaining. I am unsure about this number as well. I am unable to get an answer on how many qualifying payments I've made, what changes to forbarence will be applied, and when my last payment would be made. I have also followed up with an email. My call was dropped when they went to transfer me to yet another representative and I did not receive a call back. Could you please assist with this discrepancy? Also, in order to change to the REPAYE program, I was told I had to make a one time payment of around {$1000.00}, which I did during COVID. I am now reading that perhaps this was not required and I should not have had to pay to move to a different repayment plan. Could you please advise?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 617XX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I started the Public Service Loan Forgiveness ( PSLF ) process over a year ago and had a balance of {$5600.00} forgiven in XX/XX/XXXX, while the loan was with XXXX XXXX. My remaining balance was with XXXX and had to be transferred. After having seen no movement for several months after the fact, the PSLF application form was re-sent to Mohela in XX/XX/XXXX, which they closed as a duplicated request. My loan again did not transfer. In XX/XX/XXXX, we called Mohela and they said the request to transfer the loan was submitted in XXXX. My loans were finally transferred and I was able to create an account with them, and now they are telling me I have to wait another 30-90 business days for my qualifying payments to be assessed, and who knows how much longer for the Department of Education to finally provide the approval to discharge the loans. I have approximately {$62000.00} remaining to be forgiven and I am looking to start my own practice. This delay has hindered me significantly as I have patiently waited for the Department of Education and its servicers to do their jobs. Working as a XXXX XXXX XXXX XXXX XXXX through a pandemic was hard enough, and going through this process has been very demoralizing. To be honest, I'm considering legal action or going to the media to try to expedite the process of loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I received confirmation from XXXX that my employer qualified for the PFSL, and that my school loans were going to move from XXXX to Mohela within 90 days of the letter. It is XX/XX/XXXX, and my loans are still with XXXX, and they are also marked as Forbearance, which I did not petitioned. I have called Mohela and they do not have any way of getting my loans from XXXX. I have contacted XXXX and they told me they can not transfer them until they receive something from Mohela stating that they need to be transferred. I have also contacted StudentAid, and they also have no answers or timeline as to when my loans will be transferred. Repayments will start shortly, and I need to know where I need to send them, and I would also like to have my employment count towards PFSL. Please help me. For reference, I am attaching the documentation that I received from XXXX about my school loans. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: To Whom it May Concern : I am writing this letter regarding my experience with Mohela and the handling of my refund request for payments made towards my federal student loans since XX/XX/XXXX. I had previously made payments to fed loan servicing before my loans were transferred to Mohela. This transfer has proven to be less than smooth. All the way back on XX/XX/XXXX, I made a call to Mohela and requested a refund of ALL payments made towards my federal student loans since XX/XX/XXXX. The representative I spoke with at this time ONLY submitted a request for payments made to Mohela AFTER my loans from fed loan servicing were transferred, a sum totaling approximately {$4000.00} Of note, I received a refund for payments made to MOHELA, not fed loan servicing on XX/XX/XXXX. It was a total of 4 checks that were direct deposited on XX/XX/XXXX totaling roughly {$4000.00}. After these payments were received, I was under the assumption that a much larger refund was on its way to me. After calling multiple times and being told to " be patient '' I called Mohela back again to determine where the rest of my refund was. Only this time to be told the first person I spoke with in XX/XX/XXXX didn't officially submit my request to my previous loan servicer, fed loan servicing. After much discussion, on XX/XX/XXXX, the " official '' request was sent. Where this request was sent or who received it is not known to me. I didn't receive an email, text, letter, or anything stating the request has indeed been confirmed as submitted. Once again, multiple calls made during the month of XXXX and XXXX. Quite a bit of finger pointing from Mohela stating there is nothing more that they can do for me. Be patient. After another call to Mohela on XX/XX/XXXX, I found out that another request had been made on XX/XX/XXXX, for a refund of all my payments made since XX/XX/XXXX. This resulted in a balance increase of {$30000.00} on my Mohela account. This number was given to me by a representative at Mohela. I completely understand that my balance was set to increase on my Mohela account. However as of the date of this letter, XX/XX/XXXX, I have not seen that {$30000.00} amount refunded to me. No checks, no direct deposit. Nothing. I have spent many hours in total on the phone Mohela, The Department of Education or The Department of the Treasury. I have sent messages to Mohela as well. I have been told by Mohela that it is the department of the educations responsibility to send me the refund. I have been told by the department of education that it is Mohelas responsibility. I have been told by the treasury that they only show the refunds that were sent to me in XX/XX/XXXX. There is no coordination between the entities that I can see, and this has gotten out of control. At this point in the process, I am unsure how to proceed in getting this substantial amount of money sent back to me. Below are screen shots of the messages that I sent to Mohela, and their response back to me. So now, 181 calendar days after the initial call to Mohela I still do not have my full refund. Any help in getting this matter settled would be greatly appreciated. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good morning, Attached you will find a letter dated XX/XX/XXXX, MOHELA 's response to my previous complaint filed in XX/XX/XXXX. To date, my loans have still not been forgiven. It has been 182 days/6 months since this letter. I reach out to MOHELA on a regular basis regarding the status of my forgiveness, and I continue to get conflicting information. Earlier this year, I was told that my application did not go through until XX/XX/XXXX. I have been told that it could be any day now, and I need to be patient. The most frustrating was when I reached out today and was told that my application was not processed until XX/XX/XXXX and I will have to wait ANOTHER 90 days. When I asked about why this happened, I was told it was some sort of discretionary review by MOHELA. I really do not understand what is going on and why my loans have not been forgiven, and why MOHELA continues to give me conflicting information each time I call or chat. I applied for loan forgiveness in XX/XX/XXXX before my loans were transferred to MOHELA from XXXX, so it has been 9 months since my application, and my loans still have not been forgiven, even though I have met all the requirements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I initially applied for Public Service Loan Forgiveness with XXXX in XX/XX/XXXX. I submitted ECF for all 3 of my employers from XXXX to the present. My application for my employer, XXXX XXXX XXXX XXXX XXXX, was initially denied due to the organization being out of business. I resubmiitted Employment certification along with an email from the parent compny ( XXXX XXXX ) refusing to verify employment due to the length of time elapsed and, again, my application was denied. My loans were then transferred to Mohela where I have submitted an ECF, documentation of all W2s for my years of empolyment with XXXX XXXX XXXX XXXX XXXX, and tax filings for XXXX XXXX for the years XXXX listing XXXX XXXX XXXX XXXX XXXX as a nonprofit subsidiary. My application was again refused stating that my employment could still not be verified as meeting the full time status requirement. I have subsequently submitted a letter from XXXX XXXX ( who bought XXXX XXXX XXXX XXXX XXXX from XXXX XXXX in XXXX ) verifying my full time employment status. I received a letter from Mohela in XX/XX/XXXX again stating they are unable to verify my employment and can not certify my payments from XXXX to XXXX as eligible for PSLF or TEPSLF. I have repeatedly submitted information to verify a former employer for PSLF under the TEPSLF waiver, most recently in XX/XX/XXXX. My prior employer, XXXX XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX, has been closed since XXXX. I have submitted all of my XXXX for my years of employment, tax information for XXXX listing XXXX XXXX XXXX XXXX XXXX as a non profit subsidiary, a letter from XXXX stating they do not have records of employment due to the length of time elapsed, and a letter verifying that I was a full time employee of XXXX XXXX XXXX XXXX XXXX from XXXX. Mohela has, on at least 3 occassions. I have filed two complaints with the Depatment of Education. The first complaint was closed due to loans being transferred to Mohela. The second complaint has been in review for weeks. I have requested assistance from the FSA Ombudsman and was denied the opportunity to speak to an Ombudsman directly. I was told they are only accepting online complaints through their feedback process. I am requesting CFPB to review my complaint and determine why an eligible employer under PSLF/TEPSLF is being repeatedly denied so my account can be updated to the appropriate 379 eligible payments I have consistently made. I began repaying my student loans in late XXXX early XXXX and have worked for non profit organizations from XXXX and again from XXXX to the present. Thank you for your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I am writing regarding my public student loan forgiveness application ( PSLF ). I filed an application for this in XX/XX/XXXX. I received a letter from the department of Education on XX/XX/XXXX. The letter stated that I qualify for the XXXX program and my loans would be transferred to Mohela. I had not heard from Mohela after receiving the letter, so I called Mohela in XXXX of XXXX. Mohela claimed they had not received my application and recommended I contact XXXX XXXX and Dept of Ed. I called and spoke with a representative at both. I was advised my file was sent to Mohela and that it would be sent again. I had not heard from Mohela so called in XX/XX/XXXX. Mohela claimed they still did not have my file. But while on the call, the phone rep claimed he saw the documents but that a file had not been created. He stated I should receive a welcome letter from Mohela within thirty days. It is now XXXX of XXXX and nothing yet from Mohela. I check the status of my application weekly at https : //www.mohela.com/DL/secure/borrower/PSLF/PSLFInformation.aspx There is no status on my form. I have now worked for a qualifying not for profit a total of eleven years. A co-worker submitted his application XX/XX/XXXX and has already received his forgiveness under the program. Somewhere in this process Mohela has dropped the ball. This is very frustrating and I risk losing access to this program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46219
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A