Date Received: 2023-04-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, this debt was forgiven by XXXX XXXX XXXX but mohela will not remove from my credit report even after notifying them, See attached letter, this debt was legally discharged
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2023-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I reached out on my own accord in XXXX about my loan status on Mohelas website showing it is in deferment. They reached back out and confirmed this shouldnt be the case, and that my enrollment status doesnt end until XX/XX/2024. Around a month later in late XXXX, I receive numerous alerts from my credit monitoring that my score has dropped 100 points due to Mohela reporting to my credit that they could not reach the consumer. I have received zero calls, and zero emails from Mohela. On the contrary, I reached out to them first in XXXX. I am still enrolled full-time at XXXX, so reaching me should not be an issue being that I am still in school and loans do not enter repayment until next year when I graduate. Mohela had all of my information to reach out, but I have no history of attempts. I am looking to graduate early this spring and will need to find an apartment to rent. Now my credit score has dropped so low due to this false remark, I may not get accepted anywhere. This is truly a burden and a malicious practice done to me. Please advise, thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97006
Submitted Via: Web
Date Sent: 2023-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue : Mohela is not correctly processing my PSLF application for XXXX XXXXXXXX XXXX XXXX The application was submitted to Mohela on XX/XX/. They mentioned it may take a few months to process, but all other employers were approved besides XXXX XXXXXXXX XXXX XXXX. On XX/XX/ we called Mohela and spoke to a gentleman named XXXX. He mentioned that the application did not have any issues and he was unsure the reason it was denied. I explained how the employer was closed and offered to submit any additional documents needed. After uploading multiple documents including W2s forms, and other proving it was a non for profit there has been no updates. Every time we have called since we are instructed to be patient because a review is underway. My PSLF application is being wrongfully denied and because of this I am unable to receive my forgiveness. I have also been in contact with my local congressman for assistants on how to get this issue resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94954
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for Public Student Loan Forgiveness under the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) opportunity on XX/XX/XXXX. Through the TEPSLF I have over ten years of qualifying payments as my documentation clearly indicates. In XXXX of XXXX I received a regular mail notification that Mohela would be assuming the administration of student loans and the PSLF and TEPSLF programs. I was informed that they were processing documents and that I should receive an update within 60-90 days. When I did not receive an update in that timeframe, I called Mohela for an update. Below is the log of my calls to Mohela, their responses, and any messages I received from Mohela. XX/XX/XXXX - Initial call to Mohela. Spoke with CSR who could not find information about the request. Transferred to manager. Remained on hold for over 45 minutes. Hung up. XX/XX/XXXX - Follow-up call to Mohela. Spoke with CSR, who confirmed that my request had been received but not processed. CSR requested re-processing. CSR told me to follow up in XXXX months if I did not receive notification from Mohela. XX/XX/XXXX - Received a message from Mohela with calculations showing that current employment was still not processed. XX/XX/XXXX - Follow-up call to Mohela. Spoke with CSR who told me it had yet to be processed, but the information was in the system. She told me to check the system if nothing came through in the next 30 days. XX/XX/XXXX - Received a message from Mohela with calculations showing that current employment was still not processed. XX/XX/XXXX - Follow-up call to Mohela Spoke with CSR and with a supervisor. Was told by supervisor that XXXX information was in the system, approved, but not processed. Was told it was tagged as a priority and it would be 5-10 days to process. I asked to speak to a manager and was told that the higher-ups don't take calls. Explained I would be filing a complaint with the CFPB and my congressperson. This pattern of activity indicates incompetence, negligence, intentional malfeasance, or a combination of all three on the part of Mohela. I am an individual with the time and the understanding of bureaucratic and capitalistic systems to pursue this issue. I can imagine that there are hundreds or thousands of other individuals who will not have the time or ability to pursue this issue in the same way. I recommend that an investigation be launched to determine how many individuals who clearly qualify for loan forgiveness have not received it to date due to Mohela 's incompetence, negligence, or intentional malfeasance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I consolidated my student loans back in XXXX. Prior to consolidation I had a forbearance and no payments were due yet. After consolidating my loans with MOHELA they reported XXXX or XXXX separate loans in addition to my large consolidated loan. They also reported XXXX to XXXX late payments on each XXXX of the smaller loans for the months of XXXX and XX/XX/2017. This information is not accurate by any means and has held my credit score down significantly for the past XXXX years. I have been denied for a mortgage to buy a home and have been paying a ridiculously high interest rate on my car payment as well, all due to the falsely reported XXXX late payments of 120 day past due. Upon disputing this with the credit bureaus they closed all of the small loans that were consolidated, however they did not correct the inaccurate late payments. My payment amount each month is {$0.00} due to the income driven payment plan, therefore there is XXXX percent chance my payments were late. After they closed these small consolidated loans they then duplicated my large consolidated loan which is roughly $ XXXX, which is now on my credit report twice along with an additional loan amount of roughly $ XXXX which is part of what has already been consolidated. I should only have XXXX consolidated loan in the amount of roughly $ XXXX and all late payments, all XXXX late payments need to be removed. I have never had a payment amount other than {$0.00}. This is my last attempt at correcting this issue before I seek legal proceedings. These errors have cost me thousands of dollars already and have held me back from pur heading a home for my children as a single mother. Please fix this!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32129
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had several issues with Mohela which all of them are related to what you see below. My account has not been updated for PSLF. Please review below. They have not responded to any of my 5 complaints or 6 emails .PSLF application was processed on the XX/XX/XXXX Subject : Complaint Attachments Mohela Received Date XXXX XXXX XXXX XXXX Your Question : Hello, My PSLF Manual Application was Processed on XX/XX/XXXX, according to your system. I know there is some waiting time where Mohela has to request my loan from my current servicer, which has taken a while, but I want to make sure I am going to get Waiver applied. I have gone through a lot to get this transferred, and if I am not going to get credit for the waiver, I could have left my loan with my current servicer, so any clarity you can provide would be great. I appreciate your time. I was told back in XXXX that this would take 90 days from the date that the PSLF application was processed. My original PSLF was processed on the XX/XX/XXXX application for the waiver, so my question is, when will my application/waiver be processed, and how long will it take for my count to reflect the payments I made with my original servicer before consolidation? XXXX XXXX MOHELA 's Response : Dear XXXX XXXX XXXX XXXX Thank you for contacting MOHELA. Due to the complexity of your request, please contact us at the number below. Sincerely, Customer Advocacy Team XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Correspondence : XXXX XXXX XXXX, XXXX, MO XXXX Payment : Department of Education MOHELA XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX mohela.com XXXX XXXX MOHELA This message , from a debt collector, is an attempt to collect a debt. Any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45431
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela did not certify all of my employment correctly. There is a gap in my qualified payments, 15 months to be exact, due to not backdating the employment dates per laws with the PSLF program. Due to this error, I am only receiving 60 qualifying payments, when I should have at least 74. I have attached a copy of the application that was provided to Mohela in XXXX. My identifying information has been removed for security purposes, but it was present when provided to Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently submitted a complaint with the XXXX and through the CFPB on XXXX regarding my student loans that are being handled through Mohela. I applied for the PSLF back in XXXX of XXXX. I submitted and uploaded all the documents that I was asked to send in regarding my current employer. When I applied, my current employer wasn't coming through the student aid tools database. So, I was required to print the form off and complete it manually. Months later I was asked to submit documentation showing where my employer is a governmental agency. I submitted this information to Mohela last year along with my w2 showing my employer 's EIN. After filing my complaint, it appeared that Mohela was finally looking into my application. I received a letter from Mohela dated XX/XX/XXXX stating that I have 114 qualifying payments and when I logged into my Mohela account online it reflected the same number of qualifying payments and stated that I had 6 remaining payments left before I would reach the 120 payments needed for my loans to be forgiven. It also showed where my current employer had been qualified and approved as being a qualifying employer. I logged back into my account a week or two later and saw my qualifying payments have been dropped from XXXX to XXXX. I have been employed with governmental agency since XXXX. I've been with my current employer since XXXX. My loans should be near the 120 payments needed in order for Mohela to forgive my loans. I called Mohela last month regarding the issue and I called again on today. I was placed on hold forever by the rep. She stated that she did see the letter that was sent out to me, but she stated that the system still was showing that my employer still hadn't been approved and was being reviewed. I asked to speak with a supervisor, but was placed on hold for almost an hour after having already being on hold forever with the rep. The supervisor stated that the letter that was sent to me and the payments that were uploaded to Mohela were done in error by an employee. She stated that all of my information was sent to the Federal Student Aid for them approve my employer. She stated that it was still being reviewed. I stated to her that this issue has being going on now for over a year, which is absolutely ridiculous! I feel that Mohela has mishandled my case for months. I have been having problems with them since my loans were transferred to them. How do you send someone a letter and update your system to reflect something and then just remove it after being approved. There should be someone in upper management, through their corporate office who can reach out to Federal Student Aid regarding my complaint and to see why has it taken so long for them to look into my case. It should not be that hard for them to verify with the IRS or whomever it is that they need to reach out to, to verify that my employer, XXXX XXXX XXXX XXXX is a governmental agency. I am sick and tired of having to submit complaints before my case is looked at. I have attached a copy of the letter that I received from Mohela and the letter I received from my Human Resource Dept. I would like for all of my payments to be added back to my account because I meet all of the required qualifications. My account number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Re : Complaint ID number XXXX - XXXX I'd like to submit an addendum that I received the 1098 form from Mohela which shows a total of {$11000.00} in fees. I'm wondering if this is standard and normal procedure for this company to charge such a large amount in fees? As stated in said complaint above, I was never able to receive a straight answer as to the source of these fees. Thank you. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2023-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX I applied for the Public Service Loan Forgiveness ( PSLF ) Program after working for 3 years as a XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I did not know very much about the program as it was relatively new and nobody had been forgiven yet at that time. XXXX was the first year anybody qualified for forgiveness because the program began in XXXX and still had many aspects of the process and program that were unclear to both consumers and employees of XXXX XXXX XXXX Department of Education and Federal Student Aid. On XX/XX/XXXX I received a letter from XXXX stating : " We received the Public Service Loan Forgiveness ( PSLF ) Employment Certification form ( s ) you submitted and determined that the employer ( s ) listed below ( XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX ) is a qualifying public service organization ( XXXX ) for the purpose of PSLF. Begin date certified : XX/XX/XXXX, end date certified : XX/XX/XXXX. '' Based on receiving this letter, I allowed XXXX to move my loans from their current servicer at that time to XXXX. I then started on an income based repayment plan. I was nervous about doing this because PSLF requires this type of payment plan, but the amount I would be paying each month would not cover the interest I accrue each month at 7.5 %. I spoke to numerous people on the phone at XXXX who assured me that I would be forgiven after 120 payments in 10 years. Now, over 12 years after beginning work as a XXXX, I am still XXXX payments away from XXXX qualifying payments. In total, I have made XXXX payments, but only XXXX have been determined to qualify and XXXX are not deemed as qualifying. XXXX is not counting my employment from XX/XX/XXXX to XX/XX/XXXX because it is a for profit hospital. This is true, it is a for profit business. However, I was told verbally and in writing that it did in fact qualify me to participate in XXXX. I work with the same types of patients and do the same type of job at my current employer as I did at XXXX. I had no reason to question the letter I received from the XXXX or the validity of their claims that my employer qualified. I have made multiple appeals to the Ombudsman Group over the past 8 years, all denying my requests to count payments made while at XXXX from XXXX. On XX/XX/XXXX I filed a complaint with the Dept of Ed ( FSA feedback case # XXXX ). They were supposed to respond within 21 days. It took over 9 months and they denied my request for loan forgiveness and for Dept of Ed to count my payments from XX/XX/XXXX to XX/XX/XXXX. They responded as follows on XX/XX/XXXX : Dear XXXX XXXX XXXX, Thank you for contacting the Federal Student Aid Ombudsman XXXX. You expressed concerns regarding your Public Service Loan Forgiveness ( PSLF ) payment count. I was able to research your concerns. My summary follows. You stated that where you were working was a qualified PSLF employer and that your payments while employed there should be counted towards your PSLF count. You assert that you have 134 qualifying payments towards loan forgiveness. Role of Ombudsman The Ombudsman Group is an independent office within the U.S. Department of Education ( ED ) and serves to assist borrowers in resolving issues pertaining to their federal student loans. We take into consideration the concerns, positions, and interests of all affected parties. We do not testify at formal judicial or administrative hearings. We review the facts of the situation and explore possible resolutions that are in accordance with applicable law. Research Results We were able to locate your loan records in the National Student Loan Data System ( NSLDS ). According to the NSLDS, you hold a Direct Consolidation loan in Subsidized and Unsubsidized parts that has been in forbearance as of XX/XX/XXXX. You currently have XXXX qualifying payments towards PSLF and you are on a 10 % Revised Pay As You Earn ( REPAYE ) plan. This loan is serviced by ED/XXXX We reviewed all documents relevant to your case, including the details of your correspondences with XXXX. It was found that XXXX received an Employer Certification Form ( ECF ) which XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX as a private not-for-profit organization. Their review concluded that XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX is a for-profit organization, even though your employer certified that it was a not-for-profit organization. For-profit organizations are never qualifying organizations for the purposes of the PSLF program. I also wrote a letter to XXXX on XX/XX/XXXX for which I was given the same denial of my payments counting towards forgiveness. I contacted XXXX XXXX XXXX XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Ultimately, his office provided me with the contact info for XXXX and the same correspondence XXXX had provided me previously denying my payments from XXXX. Ultimately, all of my appeals and attempts to resolve this with FSA, XXXX, my Senators, or the Ombudsman Group have been unsuccessful. I called XXXX XX/XX/XXXX since my loans have been transferred to them and was on the phone for over 2 hours, transferred to 3 different people with countless time on hold. They were unable to help with anything. They told me I had to speak with a supervisor at Dept of Ed. I have called Dept of Ed/FSA many times and supervisors are not available. They say they will call back within 24-72 hours. They either never call, or call at a time I am treating patients or otherwise unavailable. It is extremely difficult to get in touch with anybody that has the power or authority to be of real assistance, and even then, they have not been able to assist me with counting the referenced payments towards loan forgiveness. I have made far more than 120 payments over 12.5 years and would very much like this resolved prior to making any additional payments when COVID forbearance comes to an end. I feel I was grossly misled regarding the management of my loans and the PSLF program, and I was consistently given incorrect and inaccurate information and representation of how PSLF and loan forgiveness works. I made a huge financial decision in XX/XX/XXXX based on false information provided to me by my loan servicer. This in turn has had long lasting effects and currently leaves me with the undue hardship of continuing to be responsible for student loan payments that should have been forgiven over 2 years ago. I have made many, many attempts to resolve this issue and receive forgiveness for my student loans. Unfortunately, none of these actions have been successful. I am confident that the Consumer Financial Protection Bureau can finally help me with this issue. Please intervene on my behalf to so that I may continue with my public service and acquire forgiveness of my student loans through the PSLF program. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85257
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A