Date Received: 2023-04-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was approved for the borrower defense on XXXX and as of today, Mohela and the US department of education has failed to update my student loans showing that I am no longer eligible for loans under XXXX XXXX. Ive waited the requested time frame which was 180 days and there was no update so i contacted both agencies and neither agency could answer my questions as to why my loans are still being processed. I filed a feedback case with the US department of education Ombudsman group in XX/XX/ and i waited the requested time frame of 15 business days and have not received any communication from that department. This is affecting my credit profile and finances and i would like for it to corrected as i have now waited an entire year with no results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60637
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I faxed my PSLF forms to Mohela on XX/XX/XXXX. They mailed a letter to me 2 months later, stating that my employer had missed 1 box on their form. They informed me to have my employer call them to verify the correct information. My employer will not do this for security reasons. My employer requested a representative from Mohela email them, and they could verify. Mohela informed me they could not contact my employer directly, nor could I email or electronically submit the corrected forms. They informed me I would have to fax or mail the corrected documents ( which would take 60-90 days to process ). They said if I had a Mohela account, I could upload electronically, but because my loan information was not yet verified with them, I could not open a Mohela account. in XXXX, it is incredibly inefficient, frustrating, and time consuming to not have an option to electronically submit documents, especially when processing times are so long. I spent many hours today on the phone trying to get answers, was given misinformation, and more. As a borrower, I am trying to be proactive and manage my student loans, but I am running into red tape and barriers every step of the way. The process towards loan forgiveness has been a substantial burden for me and thousands of others.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am eligible for TPSLF, and I have been working in the public sector for over 15 years. I submitted my Employment Certification Forms ( ECFs ) to MOHELA on XX/XX/XXXX. I spoke to a representative on XX/XX/XXXX, and she said that my loans were transferred from the Department of Ed/XXXX XXXX to them and that it would take up to 90 business days for them to process my loan information. On XX/XX/XXXX, I contacted MOHELA to let them know that they didn't receive any information regarding my loan transfer or any information about my loan counts. The representative told me that he didn't have any information in his records that my loans were transferred and that he would put in an expedited request. He said that it would take 45-90 business days for MOHELA to receive my loan information. I have been given the run around for over seven months, and by now, I should have an accurate loan count. This has been beyond nightmarish.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11795
Submitted Via: Web
Date Sent: 2023-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I made payments to XXXX and Mohela during the pandemic student loan payment pause period which totaled over {$3000.00}. By my calculation, the total is 9 payments of {$170.00} and 2 payments of {$220.00} made to XXXX, followed by one payment of {$220.00} to Mohela after they acquired my account from XXXX in mid 2022. I am attempting to get all 12 payments refunded to me under the COVID-related ruling that allows refunds of unneccessary payments made during the pandemic. In XX/XX/2022, I called Mohela and requested all 12 payments be refunded to me. I was informed that the refund was being processed and would take about 30 days. By XX/XX/XXXX I had not received the refund, so I called Mohela again. They informed me that a check was in the mail to me, and later that day I received one payment of {$220.00} refunded to my bank account automatically. They informed me during that same phone call that the refund of the remaining 11 payments would follow in about 45 business days because they were made to XXXX, so they would be " coming from XXXX 's system ''. It is now XX/XX/XXXX, and I still have not received any of the 11 payments ( almost {$3000.00} ) refund that is owed to me. XXXX 's customer service contact lines have been closed down since the account was transferred to Mohela, so I contacted Mohela again today to ask what the delay is. They informed me that my refund request is marked " in progress '' in their system, that it is delayed indefinitely until XXXX processes it, and that they have no way of contacting anyone at XXXX or referring me to anyone to check on its progress or get any information whatsoever on when to expect the refund. They told me the best advice they can offer is for me to call them back regularly to check on the status of the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37206
Submitted Via: Web
Date Sent: 2023-04-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted my PSFL form for the determination of COVID criteria to MOHELA on XX/XX/XXXX. I never received confirmation of submission, so resubmitted on XX/XX/XXXX. MOHELA chose to CANCEL both PSLF determination forms due to " duplicate submission '' but their online portal says they have been " Processed '' and notification of determination would be sent in 7-10 days. I have screen shots of the website to document this. I called after finding about the cancellation on XX/XX/XXXX - and they said they would reprocess the forms. It appears they chose to just CANCEL the whole process on XX/XX/XXXX. I was never notified of anything during this process. No phone call. No email. No letter. All of my contact information is up to date. I would like my on-time PSLF form to be honored and processed ASAP. It was submitted nearly 6 months ago and they have literally done nothing to honor this federal decision of which I followed all instructions. They have lied to me about the submission status and used their own processing mistakes as a means to drag this out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84103
Submitted Via: Web
Date Sent: 2023-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I'm using Mohela for XXXX XXXX XXXX XXXX and they sent a letter that there are issues with my application and that I should contact them ; however their phone number is only an automated system with no way to talk to a human. I've looked on the internet and it seems that there is no way to talk with a human about our loan applications through Mohela. Because of deadlines and the importance of borrowers who work in public service getting our loans forgiven in a timely manner, as the ONLY servicer of PSLF loans, Mohela should have a ROBUST customer service department!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49504
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Prior to my PSLF loans being transferred from XXXX LXXXX to Mohela, XXXX XXXX wrongly rejected one of my employment verfications ( dated XX/XX/XXXX ). In XX/XX/XXXX, I resubmitted the form to Mohela, got no response. Submitted a new form in XX/XX/XXXX that included all the months up to and after the XX/XX/XXXX submission. That form eventually got tagged as a duplicate, despite including more recent months and having a different date. I emailed them in XX/XX/XXXX explaining it was not a duplicate and the dates were different. They did not respond. At that point I wasn't sure what was happening with the form, it didn't show as rejected. I waited longer, by XXXX it was still not processed. I called them again in XXXX and the rep said my form had wrongly been marked as a duplicate, she would resubmit it and it would process in 14 days. One week later I get an email that I'm still not eligible for PSLF loan forgiveness because I don't meet the 120 month count. But if they give me credit for the months I've submitted, I far exceed the 120 months. I called again, and they told me I'd have to wait another 50 days. At this point, I'm at 145 eligible payments, and the only thing saving me is the freeze on loan payments. Their customer service is horrible. They don't respond to emails, despite giving that as an option for communication. For months after the loans were transferred you couldn't get any human on the phone. Now you can reach someone, but they seem incompetent to do anything. They just recite canned language to you and don't problem solve an issue. I have $ XXXX in loans that are overdue for being forgiven and I've submitted all the required paperwork OVER and OVER. I have not been given credit for public service employment since XX/XX/XXXX, despite continuous employment and verification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46825
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: As I was checking my credit report almost two years ago I received public service forgiveness on my under grad student loans acct number XXXX. It makes me angry to see Mohela has my student loans listed on my XXXX account written disputed consumer and on XXXX student loan fixed rate. This is listed on my XXXX account too which I see you closed on XX/XX/XXXX Why would I dispute my federal student loans Mohela needs to upgrade my students loans to its rightful status and remove this lie as well as XXXX these companies should not be allowed to write these un truths on consumers credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I worked for a non-profit for XXXX years and XXXX months, and this has been certified since XX/XX/XXXX. I submitted an " XXXX XXXX XXXX '' form with XXXX on XX/XX/XXXX. I called and followed up with XXXX, and they acknowledged they had the document. Then, I applied for consolidation, thinking the in-school deferment was already applied to my account before consolidation, as I confirmed with XXXX. XX/XX/XXXX, my loans were transferred to Mohela. My account did not update anything until XX/XX/XXXX. When it was updated, I saw in-school deferment waiver was not applied yet. I contacted the Mohela Representative on the Chat and phone multiple times. They acknowledged they received the document from XXXX, but the representatives refused to use the form because " it will put your loans on delinquent, '' " You need to wait for a little longer, '' etc. All of the representatives I encountered seem to have different reasons why my form is not processed for 15 months. Is this legal for Mohela representative not to process my form and ignore my request for various reasons? Is there a written, legally binding why my document can not be processed? The XXXX website states, " If I return to school and qualify for an in-school deferment on my Direct Loans that are in repayment, can I decline the deferment and make qualifying Public Service XXXX XXXX XXXX XXXX ) payments while Im in XXXX? Yes. You can decline an in-school deferment on your loans that are in repayment status and make qualifying payments on those loans while you are in school. Remember, in order for your payments to qualify for XXXX, you must be employed full-time by a qualifying employer while you attend school. '' According to the XXXX information, I do not think my loans would become delinquent. The XXXX website also states, " Summary of Changes Available During the Limited PSLF Waiver You may receive credit for past periods of repayment on loans that would otherwise not qualify for XXXX. ... ... ... .... Past periods of repayment will now count whether or not you made a payment, made that payment on time, for the full amount due, or on a qualifying repayment plan. ... ... ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52317
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I originally submitted all necessary PLSF documents to my previous loan servicer, which were confirmed and then transferred to MOHELA. Prior to the XX/XX/XXXX deadline. After the deadline had passed, MOHELA notified me that they did not have any documentation and I must resubmit all application information. This was completed on or around XX/XX/XXXX, with confirmation of fax receipt received. However, MOHELA then rejected and canceled these documents, noting them as duplicate, despite informing me that the documents were never received. I did not receive this information until I personally checked in XX/XX/XXXX. I called to resolve this issue and MOHELA insisted I use the online portal to resubmit all documents for the third time. This was done. However, on XX/XX/XXXX, my application was again canceled and determined to be a duplicate. I called to have this issue resolved and was informed that my account was actually being worked on, but MOHELA was unable to provide any evidence of this. MOHELA then stated that my application was being worked on since XX/XX/XXXX, but then were unable to explain why I was told that all of my documents were missing. When I requested escalation, I was placed on hold, then the call was abruptly ended.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14304
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A