Date Received: 2023-05-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've submitted my XXXX application to Mohela by faxing it to XXXX several times starting XX/XX/XXXX and most recently XX/XX/XXXX. I have my confirmation sheets. Everytime that I call Mohela, they say that they do not have my fax and that I should re-send it. Also that they can not look my information up to see what is happening because my loans are not with them. They tell me to call my XXXX XXXX, but my loan servicer sends me back to them because they say that they are not facilitating the XXXX program. I am getting the run around both ways.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48076
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
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 spoke with a Mohela customer representative in XX/XX/2023 to inquire about why twelve payments were ineligible towards PSLF. He told me he can't do anything about it because they were identified as being in forbearance from the previous servicer. The Mohela representative said " it doesn't matter anyway '' and " to wait and see what happens this summer. '' He refused to address my questions or concerns about my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 550XX
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: Received bad information about your loan
Consumer Complaint: I am participating in Public Service the Loan Forgiveness ( PSLF ) student loan program and have been trying to get Mohela to update my payment count towards forgiveness for well over a year. I have submitted employment certifications for over 11 years of employment as a XXXX XXXX XXXX XXXX, yet my eligible payment count remains at 12 months on the Mohela website. My periods of eligible employment with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as listed below have been fully and properly executed by the appropriate human resources contacts at each agency and should be counted toward my count of eligible payments without further delay. XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Employed XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX : Employed XXXX XXXX XXXX ; XXXX XXXX XXXX : Employed XXXX XXXX XXXX I have submitted these certifications multiple times and have spoken to Mohela agents by phone on multiple occasion, most recently on XX/XX/XXXX. The Mohela agents explained that the employment certifications are in order and my payment count should be updated in 2 to 3 weeks, yet my payment count is never updated. It has been a month since my last call to Mohela on XXXX XXXX XXXX and my payment count still remains at 12 months of payments. I have tried messaging Mohela using their website messaging service and they respond with a form letter telling me the only way to get assistance with PSLF issues is to call them. They refuse to document any responses to my inquiries. It seems Mohela has trained their PSLF Specialists to just say everything is fine with the forms you send in, but never actually make any account adjustments. They refuse to put anything in writing. When you submit a written response and request a written reply, they send you back a form letter that says you can only call them for information about your account. Below is my most recent attempt to contact them and their form letter response : XXXX XXXX XXXX Body : Your Question : Good Morning, I have spoken with a Public Service Loan Forgiveness Specialist and they told me my employment certifications are valid and payment count would be updated. It never gets updated. I am approaching 13 years of service as an XXXX XXXX XXXX XXXX XXXX in XXXX and my payment count reflects only 1 year of service. Your PSLF specialists have told me there is nothing wrong with the documentation I initially submitted over 2 years ago and have resubmitted periodically since then. In addition, the employment certification form asks for contact data for the certifying official, presumably to permit Mohela to confirm the validity of the employment certification. As an applicant, all I can do is submit the same valid form over and over again. Your response tells me that Mohela is unwilling to correspond with PSLF applicants in a meaningful and documentable manner. You send out form letters that suggest there is some vague issue with submitted documentation. The applicant calls in to ask what the issue is. Mohela agents say there is no issue with the documentation and the count will be updated in 2 or 3 weeks. The count never gets updated and the only response from Mohela is to call back again. I am formally requesting a written response that reflects what your PSLF specialists have told me by phone. That there are no issues with my employment certifications for my employment with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please include the date by which I can expect my payment count to be updated. Thank you, XXXX XXXX XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and or any frustration this may have cost. questions and concerns accurately. Due to the nature of the Public Service Loan Forgiveness ( PSLF ) inquiry, we need you to speak with a Public Service Loan Forgiveness ( PSLF ) Specialist. Please call 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 CT. Thank you, MOHELA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I want to file a formal complaint about how MOHELA is refusing to discharge my loans in a timely manor after being notified by XXXX and myself that my loans were discharged as I am a class action member of the Sweets V. Cardona settlement. I have provided MOHELA with information the XXXX Loan Servicer sent my Loan to you in error. I have provided MOHELA with the necessary information regarding my loans being discharged and I demand this be reflected with MOHELA and all loans from MOHELA be removed from my credit report. At this time MOHELA is well aware of the facts of my case as I've spoken to MOHELA and XXXX who sent the loans over in error. MOHELA is costing me thousands of dollars in interest and borrowing power by allowing loans to be on my credit report in error. Please remove these loans according to the information MOHELA can acquire from XXXX the loan servicer who has been notified by the Dept. of ED that my loans have been discharged. All relevant information has been uploaded to MOHELA. Once again MOHELA is violating my financial rights, and their obligation to have fair and accurate loan information be reflected on my credit report. Thank you for your time in this matter. Best, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94583
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Claim late payment but account is paid in full late payments should be removed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85015
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I would like Mohela to review the XXXX years they skipped in reviewing my application for the student loan forgiveness limited waiver. It has been approximately 545 days ( XXXX years ) since I submitted my limited waiver application for loan forgiveness. I have been stuck in a continuous loop of being told 3-4 months or 90 days, since XX/XX/XXXX. The years from XX/XX/XXXX to XX/XX/XXXX ( approximately XXXX years ) still haven't been reviewed under the limited waiver. My qualifying employer certification on file is from XX/XX/XXXX to XX/XX/XXXX ( XXXX years ). After several calls and online account messages to XXXX ( loans transferred to Mohela ) then to Mohela, Mohela stated on XX/XX/XXXX that it would take it would take 3-5 business days for reprocessing due to a servicer error, however months later the years still haven't been reviewed. I received a letter from Mohela on XX/XX/XXXX and student aid in XX/XX/XXXX, stating the review was done, however, the years XX/XX/XXXX to XX/XX/XXXX still show as not being reviewed. My account with Mohela shows review of my limited waiver application as completed and no longer shows a form status of processing. Below is a summary of account activities and written communications ( there were phone calls made in between ) : XX/XX/XXXX - Consolidation application submitted to consolidate loans held with XXXX into a direct loan under XXXX. I had an existing direct loan with XXXX and an employer certification in my account covering 8 years, for the period XX/XX/XXXX - XX/XX/XXXX. XX/XX/XXXX - Received a voice message from XXXX and a letter in my XXXX account stating that I will lose credit for qualifying payments already made to the required XXXX payments, for my existing direct loans, if I consolidate. XX/XX/XXXX - Letter received from XXXX that my existing direct loans were separated from the loans XXXX trying to consolidate ( I made the decision after receiving a call, letter and speaking to a XXXX customer service rep. I was told that I would lose my years already credited, if I consolidated and that it would be better to not consolidate ). XX/XX/XXXX - Letter from XXXX that the loan consolidation completed. I now have XXXX separate direct loans. XX/XX/XXXX - Letter that existing direct loan forgiven. Consolidated loan not reviewed. XX/XX/XXXX - Submitted written request to student aid to review account ( this is after several calls and consolidated loan review not being completed ). A letter was received with only 51 qualifying payments for PSLF/TEPSLF ( nothing for limited waiver ) and stated that the review was completed. XX/XX/XXXX - Submitted letter to XXXX for reconsideration and XXXX to the ombudsman for help. XX/XX/XXXX - Received letter from XXXX that my loans are transferring to Mohela. XX/XX/XXXX - Reprocessing request submitted to review XXXX - XXXX since those years were never reviewed and Mohela still hasn't reviewed my account. A current employer certificate was submitted and received by Mohela, which goes to XX/XX/XXXX. XX/XX/XXXX - Sent message to Mohela to confirm that my loan payments will include a review of the missing years XXXX - XXXX for the limited waiver. I previously spoke with a representative in XX/XX/XXXX who submitted a reprocessing request for the missing years. XX/XX/XXXX- Mohela sends a message stating that they have submitted a new review today, because submitting a reprocessing request due to a servicer error now, has been updated and now only takes 3-5 business days for processing and that I will be notified once completed. XX/XX/XXXX - Received a letter from Mohela that the review has been completed. I now have XXXX qualifying payments for the limited waiver and XXXX years of the XXXX years that werent previously requested to be reviewed, still havent been reviewed. I called a few days later and was told it will take another 90 days, or longer, most likely into XX/XX/XXXX to be reviewed. Student aid also sent a letter with the same count saying completed. XX/XX/XXXX - Sent a message to Mohela once again, asking them to review the missing years once again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This complaint is related to CFPB Complaint XXXX already filed with MOHELA. This complaint is related to XXXX 's decision to keep this loan on my credit report without any proof that this loan is mine and while it is still in dispute and investigation with MOHELA, the loan servicer. I have been in dispute of this loan since XXXX when my federal student loan was being managed by XXXX. This dispute pertains to loan # 4 taken out in XXXX on my federal student loan. The loan is currently being managed by MOHELA. The loan was taken out in XXXX of XXXX. I graduated in XXXX of XXXX so there was no reason for me to have taken this loan out - the entire bill for my school was paid with federal loan # XXXX which was for {$10000.00} and covered the cost of the entire program. When I was aware of the error, I contacted XXXX and was told this loan would be removed. I had a difficult XXXX and delivered a baby in XXXX and did not double check that XXXX removed the loan before transferring it to another student loan manager and then ANOTHER student loan manager before it arrived with MOHELA. I became aware that this loan was still on there when checking my loans due to the potential Biden-Harris loan forgiveness. Since then, I have spoken to my CSUDH ( school ) XXXX XXXX. Aid office and XXXX XXXX. Services. I have asked how the loan was paid out, for proof of payment, and any documents with my signature. I have asked for all documentation for how my federal loans were paid out and dates disbursed. I have asked for specific information about how funds were utilized. I have not received sufficient information but was told to dispute this directly with MOHELA the loan servicer. I have disputed this with MOHELA, the Ombudsman Office, and Borrower 's Defense. These entities have managed to CLOSE my complaints without ever talking to me, ignore me, negligently respond to my inquiry ( providing me with untimely responses and documents related to my XXXX loan which is not in dispute, and add improper notes and documentation to my complaint including the notes that this dispute is regarding loan forgiveness due to public service - these words were never said by me and that is not at all the reason for this dispute. I have sent MOHELA countless pieces of correspondence and even emailed the Inspector General in XXXX XXXX- I have not heard from that entity either. You case reference case # XXXX with the OMBUDSMAN and # XXXX with Borrower 's Defense. I have also contacted my Congressional representatives and their offices are also currently being ignored by MOHELA who is not responding. I was advised to dispute this loan directly with the credit bureaus- which I did. Within just a few days of disputing, I received the results that this loan is VERIFIED as mine - but not a single piece of info has been provided to show proof. I have requested that info, with no response. Further, a day after " confirming '' this loan is mine, MOHELA emailed me a fraud investigation form and supporting documents for me to fill out. They gave me 60 days to respond. If MOHELA is investigating this as fraud they SHOULD NOT be verifying that this loan is mine with the credit bureau. I absolutely demand that this loan be removed from my sequence. Something fishy is going on and something is definitely not right when a creditor says you owe a loan and then decides they aren't sure and need to investigate it. I request help and immediate action including the removal of this loan sequence # 4 from XXXX with MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, XXXX XXXX XXXX was serving my federal student loans. At that time, I became eligible for Public Service Loan Forgiveness with 122 of 120 required qualifying payments made and verified by XXXX XXXX XXXX. However, no further action was taken to send my information to the Education Department for discharge of my loans, a process I was told by customer service it would take 30 days for discharge after reaching 120 payments, and that I needed to take no further action. I waiting to hear confirmation that my loans were forgiven and discharged. However, in XX/XX/XXXX I learned my loans would be transferred to MOHELA for servicing ( email attached ). I received a welcome email from MOHELA in XX/XX/XXXX ( email attached ) as well as a loan verification document ( document attached ). I continued to wait for forgiveness. In the meantime I heard from others who had reached 120+ payments at XXXX XXXXXXXX XXXX that they had not been transferred to MOHELA and that their loans had been discharged. I called MOHELA in XXXX to inquire about the status of my loans. I was told that the XXXX Department needed to review my loans before discharge and to wait 30 days. I called again in XXXX and was told me loans had not been sent yet to the Education Department for review and that it could take 30 days and to call back again, that there would definitely be an update in 30 days. I called again in XXXX and was told to wait 30 days because the Education Department was reviewing my loans. I called in XXXX and was told by loans had never been sent to the Education Department for review and that they would " expedite '' the process for me and to wait 30 days. I called again today, XX/XX/XXXX after hearing no updates. The agent I spoke with today told me that my loans had just been sitting with MOHELA and had not been sent to the Education Department for review, and that I should have been forgiven in XX/XX/XXXX. She advised that because I had already reached 120+ when my loans were transferred to MOHELA XXXX that MOHELA XXXX no further action to process my loans toward PSLF forgiveness once they because my servicing. She told me that she is going to expediate my case ( although I have heard that before ). This time she did give me a case ticket number # XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23508
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had my loans transferred to MOHELA after about five years of having no problems with XXXX XXXX. I have not been able to get in touch with anyone from MOHELA and they have not returned any emails or messages. I have now on multiple occasions waited on hold for over an hour and audibly been hung up on after waiting with XXXX ability to gather information. I am trying to get information about my current repayment status ( the plan Im on ) as I was on REPAYE with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2023-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for Public Student Loan Forgiveness back in XX/XX/XXXXXXXX ( please note - this is the very first moth the PSLF forgiveness waiver was allowed ). I have been making loan payments without default or deferment since XXXX. I have had continuous employment in non-profit higher education for over 20 years. My employment had been verified to date. Currently MOHELA has me at 69 payments. For some reason any payments that I had from XXXX were not showing up. After some research from others seeking PSLF forgiveness, I was told that those who had loans serviced by XXXX XXXX, acquired by XXXX were also showing a gap in payments on their Federal Student Aid account. Looking at my FSA account, I am experiencing the same. I worked with XXXX to dig for proof of the missing payments from XXXX. They found them and send me a 30 page document of the missing payments via snail mail. I uploaded that document to both MOHELA and FSA in XX/XX/XXXX. I have had 3 cases open with FSA since I began the PSLF process with no resolution. I currently have 1 open case ( # Feedback Case # XXXX ) with the missing payment documentation uploaded on XX/XX/XXXX. I have received no communication with FSA since that with the exception of an email in XXXX telling me that they will update me if there is any additional information added to my case. Since XXXX and uploading the missing payment info, I have contacted MOHELA 3 times. They have confirmed that they can see the missing payment information but can not permit forgiveness because my FSA account does not reflect the same. MOHELA said and confirmed that they contacted FSA to elevate my case. However FSA has not contacted me with any updates from the MOHELA correspondence, as they promised in the XXXX email they sent me. I just spent XXXX hours on the phone with MOHELA today to follow up on my last call with them on XX/XX/XXXX. They said that they did elevate the case to FSA but it's just showing that my case is " in review '' and their hands are tied. I just called FSA Ombudsman today to fill them in on the conversation that I had with MOHELA today. They said that they can not see any communications from MOHELA and that I do have a caseworker assigned to my case and all they can do is make a note of my call. I have been assigned a caseworker for about 8 months from Senator XXXX XXXX XXXX Office. They have also not been able to break through any of this, only sending me per-populated emails from MOHELA saying that they are working on it. FSA today told me that I should be receiving a call from them in 1-3 business days. I have been told this every single time I call and have never had a follow up call or email. The limited PSLF waiver payments will be starting again soon. I have done more than my due diligence in consolidating my land for forgiveness right when this all started, updating my employee certifications ( All verified ), and I have made ALL student loan payments since XXXX without deference or default and I have put in more than my time in non-profit work. I have invested well over 100 hours in emails, phone calls, case requests, speaking with my Senator 's office over the course of a year and a half. And yes, no resolution. It seems to me tis is now sitting with FSA to fix my account. They have the payment proof. Once they do that the must communicate with MOHELA and expedite the forgiveness that is more than owed to me BEFORE payments begin again. I am desperate and at a loss on how to proceed at this point. I have tried every single avenue I have accessible to me at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A