Date Received: 2023-04-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern, Through multiple conversations with representatives at Mohela regarding expected timelines of when payment counts will be updated, what payment count I could be expected, and what the specifics of the TPSLF requirements would apply to my loans, I seem to be receiving conflicting information. Even for seemingly simple straightforward information, such as " expect an update in 90 days '' from submission of a document, then turned into " XXXX business days '' when I contacted at the 90 day mark. Only then, when I reach out at 90 business days from processing, does it turn into " 90 business days following a decision being made. '' Which then results in an XXXX of 2022 XXXX still not being reflected on my portal 144 business days later. This is particularly upsetting as I believe I have reached 120 payments if the proper counts according to XXXX were applied. Additionally, I have been concerned that I have 8 total loans, and 2 were knocked off schedule due to an administrative error, fixed within the last 6 months, to only now be off scheduled again. This is particularly difficult, as I had been counseled by XXXX XXXX out of consolidating them because " They will all be counted to the higher of the loan payments and continue to move as a group. '' The wait times, conflicting information, and what responses that are being provided have now exhausted my patience, as there have been at least 2-3 XXXX submissions before the XX/XX/2022 that were never processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a consolidated federal student loan with mohela and I qualify for PSLF under the limited waiver. Unfortunately, I can't seem to get my payment counts updated now for over a year despite multiple contacts with mohela and studentaid.gov. I applied for PSLF in XX/XX/2022. My employer was deemed qualified and I should have had well over 120 eligible payments under that employer at that time. However, my payments remain not fully counted now over a year later - specifically payments from XXXX have not been counted. I'm still not sure if this is a mohela of DoE problem. I have chatted and called with mohela and studentaid.gov more than 10 times over the last few months. I have escalated through mohela 's pslf line. I have filed a complaint through studentaid.gov. I have been told many different things, including that mohela recognizes that there is a problem and said they would fix it ( on XX/XX/XXXX over the phone with mohela they said all my counts would be updated within 14 business days, which didn't happen - this is documented in the notes in my account ). I chatted yesterday with mohela and they said to just wait longer. I called yesterday with mohela and again they said there was a problem that they would handle by sending an email to someone. I asked to speak with a supervisor and they refused. They also said that they would send me a form in the mail within 30 days so that I could send them evidence of my payments made and I might hear something back 90 days after that but there was no guarantee. I would appreciate any help resolving this issue. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53711
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted an employer certification form ( ECF ) for public service loan forgiveness ( PSLF ) in XXXX of XXXX for my employment dated XXXX XXXX XXXX. I also submitted IRS tax forms confirming the organization 's status as a 501c3 because Federal Student Aid ( FSA ) 's tool showed it as an ineligible employer. I called Mohela for an update regarding this certification on XX/XX/XXXX and I was told that it was under review by the XXXX and MOHELA couldn't provide an update until XXXX had completed their review. I immediately reached out to XXXX to request an update and XXXX stated that XXXX has outsourced that to Mohela. I reached back out to Mohela ( XXXX ) and shared the information I was given. At that time the representative stated that Mohela is the company that is reviewing these forms, but is unable to provide an update until the review is completed. It has been under review since XXXX of XXXX. It's been six months of hearing " you'll get an update in 60 days, '' " 90 more days, '' " 90 days '' and now they simply refuse to provide an update and even lied to avoid assisting me. With all of these delays, I've now been in public service for 10 years and six months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have 128 payment periods with certified employment under the TEPSLF/PSLF program. The XX/XX/2022 payment period put me at 120, that was when my loans should have been forgiven per the rules promulgated by the Department of Education. At that point, my credit report shoulod have been updated to reflect the balance due was {$0.00} that the loans had been forgiven because I am a federal employee. That has yet to happen -- after 8 months. Because of this 8 month delay in updating the status of my student loans, I have had to pay more interest because of my " excessive unsecured debt '' all because the promises made by the Department of Education have not been kept.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93401
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA ( the servicer I was transferred to when I applied for Public Service Loan Forgiven ) has given me conflicting information regarding a refund after my PSLF forgiveness. On XX/XX/XXXX, I was told my loans were forgiven and that I would be refunded all payments made from XXXX XX/XX/XXXX. It was explained to me ( on that date and previously ) that my discharge date ( or when I hit 120 payments ) was XX/XX/XXXX after the waiver ) which made sense as I consolidated in XXXX. When I called back around XX/XX/XXXX, I was told they did not see a refund for me in the system and I should wait until the end of the month. However, others that I know that were recently forgiven and received refunds had an increased balance that included the refund amount prior to their balances going to XXXX. That did not happen for me. I call MOHELA back on XX/XX/XXXX after speaking with FSA who told me that DOE issues refunds via the Treasury Dept. based on what MOHELA sends them. On XX/XX/XXXX, a MOHELA supervisor told me she did not understand why a request for refund was not submitted and she was sending one for me during our call and she would see what it would do, which did not sound anything was going to materialize from her efforts. In the last 2 months, I have receiving 4 different responses. I am following up on my refund. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11701
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: On XX/XX/2023 I contacted Mohela for XXXX at their customer service number XXXX to explain a current financial hardship I am currently experiencing. After reading their website regarding deferment and forbearance options ( XXXX XXXX XXXXXXXX, I called to see what I could qualify for advising the company that I am unable to make the upcoming payments but could resume in the next couple of months. After being asked to provide financial information I was advised that " with XXXX dollars left '' I am not eligible for any assistance. I asked what the eligibility requirements were and if I could qualify for a one time, one month forbearance as detailed on their website and was advised I don't qualify for anything and they don't provide the eligibility requirements. I called back a second time the same day to update my financial information and was informed that I would have too much money and don't qualify. The qualifications and eligibility appear to be completely arbitrary and capricious. After 5 years of positive payment history " Mohela for XXXX '' would rather see my loan go into default that offer any type of assistance even the one month they claim is offered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a PSLF application XX/XX/2022 and resubmitted XX/XX/2022 with all required signatures and documentation. I was told by Mohela customer service staff that I was required to consolidate all loans with Mohela to be eligible for the PSLF program. I consolidated my student loan balance and the Parent Plus loans I obtained for my children. Now that the loans are consolidated Mohela claims that I have only 6 qualifying payments though I have worked in eligible public service institutions for over 20 years and have made student loan payments that entire time. I understand that the Parent Plus loans would not have reached the eligibility milestone, but my own graduate school student loans most certainly qualify. I should be permitted to either un-consolidate or have a portion of the consolidated loans forgiven through the PSLF program. When I call customer service, I am given inaccurate and inconsistent information, and frequently the line is disconnected rather than transferred. When I do speak to a customer service representative, they are unable or unwilling to provide answers. Most recently I was told simply not to worry, and to wait until the federal lawsuit was completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55407
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: As of XX/XX/XXXX, MOHELA increased my total loan balance by {$25000.00} and reopened three paid-in-full loans without any notice or explanation provided. I contacted MOHELA and was told that they could not provide an explanation. Prior to XX/XX/XXXX, I had paid in full all of my student loans except for MOHELA Loan # 03 ( Disbursed XX/XX/XXXX ). The loans outlined below were all paid off and currently show on StudentAid.gov as Paid in Full, but were reopened by MOHELA and assigned large principal balances : - XXXX XXXX XXXX, Direct Unsubsidized, {$20000.00} Disbursed XX/XX/XXXX & XX/XX/XXXX, MOHELA Loan # 1 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 1 with a {$4600.00} balance. XXXX XXXX XXXX XXXX Direct Graduate Plus, {$6000.00} Disbursed XX/XX/XXXX, MOHELA Loan # 7 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 7 with a {$6000.00} balance. - XXXXXXXX XXXX XXXX, Direct Unsubsidized, {$20000.00} Disbursed XX/XX/XXXX & XX/XX/XXXX, MOHELA Loan # 2 : Paid in Full on XX/XX/XXXX MOHELA now shows Loan # 2 with a {$13000.00} balance. In addition, MOHELA Loan # 3, Disbursed XX/XX/XXXX was increased from {$13000.00} to {$14000.00}. I contacted MOHELA by telephone on XX/XX/XXXX after discovering the discrepancy. Initially, the representative stated that the increase could be due to interest capitalization. However, I responded that that did not make sense to me as some of the loans were disbursed and fully paid during the COVID-19 payment and interest pause. After 40 minutes of waiting, the representative stated that it might be an error and that she would refer it for an " IDQ Update '' so that the full payment history and balance history could be pulled up and reviewed by MOHELA. She was unable to provide any additional information. I find this to be utterly unacceptable. I have diligently worked to pay thousands of dollars of student debt back during the COVID-19 interest and payment pause to avoid any interest capitalization at the end of the pause. I am happy to pay whatever balance I legally owe, but I refuse to be billed an additional {$25000.00} with absolutely no notice or accounting for that change. I feel that my legal rights have been severely curtailed in this regard and will be contacting my elected representatives as well as seeking out legal representation if necessary to resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I attended to for-profit colleges. I do not have a GED. I was falsely certified into both programs. When I try to finish my schoolwork in 2020 at the XXXX XXXX XXXX. I was told that I did not have a GED. I was not eligible to attend school in, although I had already attended schooling. I received my actual GED in 2020. I have over {$48000.00} worth of student loan debt that I can not use. I can not finish those classes or do anything about it except for have that much debt on my credit. This has caused me a great deal its financial stress in my life, as I can not even afford to buy a home due to the debt. I have had to file bankruptcy, which did not help with my student loans. All of the stress has caused me such a burden. I became suicidal last year, and Im struggling to stay on top of all of my bills with the way the economy is. I have tried to do everything right by enrolling in IT ours and I have applied for false certification forgiveness more times than I can count and was always told that the schools self certified me and that theres nothing I can do. I wasnt given an entrance exam on either schooling. I dont feel like this is fair as I have this debt. Now I cant even put towards something that would help me in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2023-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, My student loan servicer is MOHELA and I reached XXXX qualifying payments at a qualifying employer in XX/XX/XXXX for Public Service Loan Forgiveness. I submitted my PSLF Certification and Application to MOHELA on XX/XX/XXXX and the form was signed and dated by me and my employer representative on XX/XX/XXXX. When I checked on the status of the form on the MOHELA website, the status shows " Duplicate Form '' and " A duplicate application was processed as Canceled. '' The form I submitted on XX/XX/XXXX is not a duplicate form. The last time I submitted a PSLF Certification and Application to MOHELA was on XX/XX/XXXX and that prior form was signed and dated by me and my employer representative on XX/XX/XXXX. The XX/XX/XXXX is a new form that MOHELA has not processed. MOHELA needs to process the XX/XX/XXXX form so that my XXXX qualifying payments are counted and I am able to get my loans forgiveness through XXXX. The form is absolutely not a duplicate form and was incorrectly cancelled. I am attaching my XX/XX/XXXX form and XX/XX/XXXX form as attachments. They are not duplicate forms, and cover different time periods of employment for the same employer ( XXXX XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2023-04-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A