Date Received: 2023-04-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account has been satisfied and no additional payments are required on these student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan has been forgiven as part of the PSLF program. I made XXXX qualifying payments, exceeding the required XXXX payments by XXXX. I have requested a refund of the overpayments, as well as the payments made during the COVID payment freeze, via email, chat, and telephone since my qualifying payment total was updated in late 2022. Please advise about the proper way to request a refund for overpayment. I am not attaching any documents because MOHELA possesses all of the information they need- either during the time of servicing my account, or from the previous holder of the account, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2023-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted my documents ( application and Hours ) for XXXX XXXX XXXX XXXX in XXXX within the time that was allowed for the waiver to include aditional advantages due to covid. My information was received by XXXX XXXX and I received a letter on XX/XX/XXXX stating They needed to to confirm information on my application. I called them back and they stated they need to clarify the XXXX numbers of my employers. I gave them the XXXX numbers again and I was told that I would receive notification within the next 2 weeks. I never received any communication from them after that. I followed up a few months later and was told by XXXX XXXX that they were in the process of transferring to Mohela and that they could not locate my account. I was told to wait 90 days since I submitted a new application and that my account had been transferred to Mohela. They gave me the number to mohela to follow up with them. I contacted mohela several months after to confirm my application. The stated that they could not locate my account and to call back in about a month as it was likely in the process of being transferred. Now it is XX/XX/XXXX, almost a year later. I have spoken with Mohela and my account information submitted to XXXX XXXX is no nowhere on file. They tried several ways to locate it but still have no record of my application I am now being directed to fill out another application and am being told that the deadline for the limited waiver has passed. Somehow my application was lost in the transfer process and Mohela is telling me that there is nothing they can do, regardless of the documents I have from XXXX XXXX stating that they received my information. I was told that I was being transferred to a manager to discuss further and after an hour and a half on hold, a customer advocate answered. She told me the same information and directed me to reapply. she also told me that since the deadline was past, I would likely not be granted the waiver.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94127
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: several of my loans have been paid in full ; however Mohela has not updated my credit report since XX/XX/2022. {$41000.00} is actually paid in full. I need Mohela to update my credit report ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I had filed a CFPB complaint against MOHELA to respond to my employment verification forms that had been ignored for several months. On XX/XX/XXXX MOHELA applied some of my unanswered employment verification forms to my account, but there are still quite a few employment verifications that have not been applied to my account and it has been a week since they applied some but not all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Ive been in contact with Mohela for over 60 days requesting my complete payment history prior to Mohela taking over as my loan servicer. They said it would take 30 days which is a very long time to begin with. Now over 60 days still getting a run around response that its still being processed. I need this payment history because I can no longer obtain it from my previous provider. Mohela states on their site they have this information and can provide it. Account XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72762
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I have tried to reach MOHELA through Customer Service but this issue was not resolved because 1 ) I was hung up and 2 ) they put me through to a Supervisor and waited on hold but they had actually already closed. When you try to find an Ombudsman on MOHELA 's website there is no way to reach anyone. They used to have an Ombudsman link on their website but it has been removed. Below is an email that I tried to send but can not because they don't actually even have an Ombudsman. This email describes the horrible customer service and lack of competent employees they have answering the phones. This was the email I tried to send them : My name is XXXX XXXX and I have student loans through MOHELA and would like to submit a formal complaint. I recently was switched to MOHELA and tonight I called at XXXX XXXX from my cell phone ( XXXX ) and spoke briefly with XXXX. I asked a question about why MOHELA sent me a form that says I have never paid any money toward my student loans. I had requested this a month ago due to being a member of a lawsuit called Sweet vs. Cardona. As a member of this lawsuit that was WON, I am entitled to reimbursement of payments made over the years. I requested MOHELA to send me a list of these payments several times and what I received in the mail was a document that did not make sense to me and said I paid XXXX dollars toward my loans over 20 plus years which is not accurate. This evening I called to get this figured out and XXXX provided an explanation that did not make sense to me and instead of actually addressing the issue she switched the topic of conversation to telling me that I needed to switch to a different repayment plan. I am currently in forbearance due to being a member of this lawsuit which I tried to explain to her, HOWEVER instead of listening to me XXXX hung up on me and the call sent me to a survey ( 1-5 rating ) which I filled out and left a message. THIS BEHAVIOR WAS SO INAPPROPRIATE AND INACCEPTABLE. I never raised my voice or was mad at her, I simply wanted her to actually try and answer my question. It is clear that XXXX not only lacks customer service skills but is completely incompetent at her job. I am going to continue filing complaints everywhere I can find Dept of Education and other Ombudsman offices until this issue is resolved. Please advise what my next steps are. Again the call with XXXX occurred at XXXX XXXX ET and she hung up on me at exactly XXXX XXXX ET. I can not believe how absolutely inappropriate this kind of behavior is and that MOHELA employs people like this. Its awful and should be rectified immediately. Thank you. XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, KY XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40509
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I contacted Mohela to request a refund on my payments made during the XXXX pause. I was told this would be filed and I would receive the refund within 60 days. I called back a week later to confirm it was submitted, and was told that as my payments were made with XXXX prior to Mohela, my refund would take 60 days. As of XX/XX/XXXX I have not received this refund. On XX/XX/ I submitted a written requested via Mohela for a payment history. On XX/XX/ I was told I would receive this information within 30 days. As of XX/XX/ I have not received this payment history document. On XX/XX/XXXX I contacted Mohela to follow up about the status of the refund requested on XX/XX/XXXX and I was told it is now 90 days, not 60 days for this refund request. During this call I also requested the status of my written payment history request from XX/XX/2023 and I was told this is now 60 days, not 30 days for this request. I have been given a different timeline each time I follow up about the status of my financial situation with Mohela. They are inconsistent with what information they are giving their consumers and this information should be transparent from the beginning, which it is not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were part of the Sweet v Cardona lawsuit and have been discharged. I received a letter on XX/XX/XXXX from the Department of Education. Mohela is stating they know nothing about this. I know this is not true since a copy of the letter from XX/XX/XXXX was sent to Mohela. I would like my account updated with these loans discharged per the settlement agreement. Other student loan servicers have already discharged their clients student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my 1st PSLF in XX/XX/XXXXXXXX to XXXX. I was asked for a w2 for verification which I submitted the same day in XX/XX/XXXX. The loan was transferred to MOHELA in XX/XX/XXXX. I was told it will be processed and was rejected twice. I submitted by last w2 again ( year XXXX ). My form was submitted for a manual review. Now I am being told that the same form has to be reviewed again. It is local government ( XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. I have provided w2s twice to 2 different companies. My spouse, who holds the same position at the same exact employer had his payments applied with no issues. I completed his form for him and put the same exact information but he was credited without any problem. The only difference is the time period and that I now work for the federal government. I have been trying to get 9 years worth of PSLF credit added since the changes were announced in XX/XX/XXXX. I am over 120 payments and would love for my balance to finally be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A