Date Received: 2023-04-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I should be qualified for public service loan forgiveness. I sent Mohela my forms by mail and fax in XX/XX/XXXX and never heard back. I called and was asked to submit again in XX/XX/XXXX. I did so. It is now XX/XX/XXXX and they still have not process my forms. The only resolution available is to submit again and wait 4 months for there " normal '' processing time to find out whether they lost it again or not. The outcome of this process substantially impacts my financial and tax choices and I'm being held in stasis by their inadequate process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hello, On XXXX XXXX XXXX two student loans were added to my credit report. One amount of {$2900.00} and other amount of {$1700.00}. I have tried disputing multiple times with XXXX XXXX and XXXX but have had no luck. I took the steps to contact directly with the student loan company XXXX XXXX XXXX education ) but can't get ahold of a customer representative to discuss the fraudulent activity. I am also unavailable to acquire these account numbers and I need that information to move forward so I am able to report the fraudulent accounts. I would like to move forward to remove these loans from my account as it has and will continue to effect my credit report as well as affecting my ability to open other accounts. Thank you so much for taking the time to read my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Prior to the XXXX deadline for PSLF ( XXXX Forgiveness ) from the pandemic, I had submitted all of my employment verification information to my former loan servicing company ( XXXX ). Shortly, after that my loans were transferred to MOHELA. After several weeks of processing, my account was up and running. I called to verify that MOHELA had all of my employment verification and other pertinent account information. I was told by a customer service representative, that they did indeed have all of my employment verifications forms and that they would be processing them. After several months, these forms are still not processed and when I call MOHELA, I received the explanation that they are not processing these while the legal battle is going on with the Supreme Court. However, the PSLF is separate from the ongoing legal battle and MOHELA should be processing my employment verification and should be applying the payments to my account as necessary. It has been several months now and nothing has changed with my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is secondary complaint to closed ( without resolution ) case XXXX. Although Mohela admitted they should not be accruing interest on my federally-held direct student loan during the forbearance, and even removed interest accrued before XX/XX/23, they are AGAIN accruing interest on my loans, so far {$8.00} since XX/XX/23. The incompetence and at this point outright fraud being displayed is enraging. How many other people forced to deal with Mohela as a servicer are experiencing this same issue unknowingly?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In accordance with the fair credit Reporting Act Accounts # XXXX, and Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the rights to privacy. 15U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1666B : A creditor may not treat a payment on a credit account under an open end consumer credit plan as late for any reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00795
Submitted Via: Web
Date Sent: 2023-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The student loan does not belong to me nor have I personally requested a loan after XXXX. I have one with a private company ( XXXX ) and I am in payments with them. I do not have additional loans that I requested and it shows I now have more open loans. I now show I have 4 additional loans open in XXXX. I completed my education in XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75040
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I sent in my annual PSFL re-certification so my previous months quality towards my loan forgiveness. I sent the form in on XX/XX/XXXX. But on XX/XX/XXXX. Mohela said it was a duplicate and canceled my form. I have not re-certified since XXXX XXXX with federal loan servicing. So on XX/XX/XXXX I emailed Mohela through their online customer service portal about the error. On XX/XX/XXXX, I received this response from Mohela : MOHELA 's Response : Thank you for contacting MOHELA, We apologize for the inconvenience. As of this writing a request was submitted to have your PSLF application reprocessed. You will receive notice when processing is complete. If you have any additional questions regarding your PSLF application, please call toll free at XXXX. XXXX XXXX XXXX. to XXXX XXXX., Tuesday through Friday XXXX XXXX. to XXXX XXXX., and Saturday XXXX XXXX. to XXXX XXXX XXXX. However, on XX/XX/XXXX, Mohela canceled the PSFL form. I then sent another message to their customer service, but no one is responding to me. My total loan payments is supposed to be 113 payments and I am supposed to have loan discharge by XXXX of XXXX. Instead, because Mohela refuses to certify my XXXX, the system still has me down as only having made 100 payments. I never had these issues with XXXX XXXX XXXX. Mohela is a nightmare and trying to sabotage me from having the correct number of payments made/counted and preventing me from having my loans discharge by XXXX XXXX, because they will not be able to financially benefit from it. Congress needs to investigate this ASAP. A quick XXXX search on this and thousands of students are having the same issues with their PSFL and Mohela. It's so widespread, it is even discussed about on reddit. The re-certificationperiod is for XXXX XXXX XXXX XXXX XXXX. I always make sure to send an annual PSFL so my correct payment counts are corrected annually. I need help getting my payments certified so my total payments gets adjusted. I need CFPB help! Again, I am supposed to have 113 payments made, but Mohela is only counting 100 as they keep rejecting my annual PSFL certification. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-04-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been working on PSLF for several years and this my student loans were with XXXX. This summer I was notified that my loans would move to Mohela. I submitted an employment verification form from a previous employer, XXXX XXXX XXXX XXXX, to qualify for TEPSLF in XX/XX/XXXX to XXXX. I was told it would be reviewed within 90 days and my counts updated. I was moved to Mohela in XX/XX/XXXX. I submitted an updated employment verification form from my current employer XXXX XXXX on XX/XX/XXXX. After not hearing anything about my initial employment verification form I submitted to XXXX, I resubmitted the XXXX health employment verification form on XX/XX/XXXX. Because the TEPSLF program had a deadline of XX/XX/XXXX, I resubmitted bother the XXXX XXXX and an updated XXXX XXXX form to Mohela on XXXX/XXXX/XXXX. I didnt get any correspondence from XXXX other than to say my forms were received and it would take 90 days for processing. In XXXX it showed my form from XX/XX/XXXX was canceled as a duplicate and the forms from XX/XX/XXXX and from XX/XX/XXXX were processed but they never entered the information for the employment verification from XXXX XXXX. I called Mohela on XX/XX/XXXX and spoke with a representative who stated that the XXXX XXXX form was cancelled in error because they didnt think the employer qualified. I confirmed with studentloan.gov that XXXX XXXX did qualify before I ever submitted the form form my previous employer to fill out. The representative double checked and agreed XXXX XXXX was a qualifying employer. She reached out to a supervisor and stated that the form would be put in for expedited review and I would have updated counts in 30 days. I checked my form status in XXXX XXXX and it says it was canceled, again. I called Mohela again. Let them know I have had multiple problems with this employer verification form. I submitted the original form to XXXX in XX/XX/XXXX and The information was never transferred over to Mohela as promised. I submitted it directly to Mohela on XX/XX/XXXX and that form was cancelled in error as a duplicate form because the original form was never processed. The form I submitted on XX/XX/XXXX was canceled in error because Mohela erroneously determined the employer didnt qualify. And the most recent expedited review was also cancelled. The XXXX agent agreed that there have been several issues. She saw they had previously thought the employer didnt qualify but upon review it did qualify. She spoke with a supervisor who agreed to do an expedited review and stated I would have an updated count of my payments within 14 days. It has now been 3 weeks and the expedited review has never occurred. They didnt resubmit my employment verification and keep sending me in an endless loop of waiting, calling, and erroneous cancellations. I am over 120 payments and qualify for forgiveness with the TEPSLF prior to ever transferring to Mohela if my forms would have been reviewed when I was with XXXX. This is causing undue stress and anxiety and wasting my time calling over and over again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80602
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My Direct Loans were transferred to MOHELA in order for them to facilitate my Public Student Loan Forgiveness. I have well over XXXX payments, and was told my loans would be forgiven. MOHELA removed a portion of my loans, but not all. The only reason I have been given for not having all my loans forgiven is that I am responsible for the loan co-borrower 's amount. However, the co-borrower 's loans were all discharged due to Permanent and Total XXXX, and Federal Student Aid has said the only loans remaining are mine and that the remainder should be forgiven. In addition to this, as far as I can tell, my IBR recertification is due very soon, but I don't know if I need to submit anything or not because of the student loan pause or ( better yet ) my account is completely forgiven. I've tried to explain this to MOHELA and get this resolved and my questions answered, but most of the times I've tried to communicate with them I just get a scripted response telling me to call them. However, I can never reach a live representative by telephone. In addition, it is difficult for me to communicate verbally and I have requested written communication, but MOHELA has disregard my request and continues sending scripted responses telling me to call them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55418
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/2022 I submitted my TEPSLF application with ECF forms. It has been almost a complete 365 days and I still have not received any counts on my application for my direct loans. I received a letter in XX/XX/2022 that my application and forms were received. Since XX/XX/2022 I have spent on average 5 hours a night, once a week, calling Mohela. A month ago I spent over 5 hours a day daily for a week during a vacation week. Often it would take several hours just to wait to speak with someone. My child has seen me cry tears frequently in dealing with this extremely stressful situation as I have to call during my time with him after long clinic days. Despite it being stated that processing and counts are to be given by Mohela in 90 days from submission of the application, I have not received a count still. I have been told that there was a request by Mohela to transfer my loans from XXXX in XXXX, XXXX, XXXX, and again in XXXX. However in XXXX I found out from a supervisor of supervisors, the third one I had finally spoken to, that actually Mohela had never actually sent the requests outside of Mohela, so XXXX had never been asked to transfer the loans. Now the loans have been transferred about 3 weeks ago, but still there are no counts. I am beyond the 120 payment count, by my count and my advisors counts above 150. Thus I am requesting help from CFPB to have Mohela provide my counts in the next 10 days, and finalize what Mohela needs to do for my loan forgiveness in the next 20 days. I am a child and adolescent psychiatrist, in the midst of a national emergency in childrens mental health, I worked through the pandemic seeing children on XXXX. I am a first generation physician. I have dedicated myself to serving the underserved pediatric population of our country, and our lawmakers have set up laws to help pay off the rest of my loans. My private loan servicer has not upheld its responsibility to handle my TEPSLF application in a professional timely fashion. Instead of 90 days, it has been almost 365 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52245
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A