Date Received: 2023-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I submitted pslf forms seeking certification and forgiveness under pslf. I was denied because MOHELA didn't certify the payments as per one of my forms. I called and the process was put under review on XX/XX/XXXX. I looked recently and the review process was " cancelled '' without any other information. This is absurd. My loans should already be forgiven because I have certified more than 120 payments while employed for a nonprofit. This should have been completed months ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for PSLF on XX/XX/XXXX. They currently have me listed as having made 118 payments, but all of my payments from XX/XX/XXXX till XX/XX/XXXX are missing. During the missing months, my loans were with XXXX XXXX XXXX. In XX/XX/XXXX my loans were transferred to XXXX. I have contacted Mohela repeatedly and I have filed a reconsideration request and a complaint with the Department of Education. They sent me an email on XX/XX/XXXX stating that my payment counts had been updated, but none of my payments from XXXX are listed on the Mohela site. Nothing has changed. I have worked in the same public school district since XXXX and I have been making payments the entire time. I contacted Mohela on XX/XX/XXXX to ask why they werent there and they didnt have an answer other than to say that it might take a few days for it to show in my account. That was a month ago and nothing from those missing years is showing up. They have no answers for me when I call or send written messages. My loans have been consolidated XXXXXXXX XXXX since XXXX and they need to include the payments made while I was with XXXX XXXX XXXX ( XXXX ), forgive my remaining balance, and issue a refund for all payments made over XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55449
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When I consolidated with Mohela, I had over XXXX payments with fedloan on several of my loans. I was told if I consolidate that would allow my overall account to take the highest number of payment received. I have had several months after that which would put me over XXXX payments which is the requirement for the loan forgiveness program. Currently on my file, there are gaps in my payment history whereas on the XXXX it was pretty much up to date. I have worked for a federal agency since XXXX as federal employee but since XXXX as a XXXX for XXXX but it shows a different company for a period of time XXXX to XXXX. Then it shows XXXX to XXXX as a XXXX for XXXX XXXX and XXXX XXXX employee with various employment gaps. I have called several times and spoken to several persons at Mohela for assistance on being forgiven and/or up to date. I asked if I needed to send in another to make sure I am forgiven before XX/XX/XXXX although I should have only had two payments remain by XX/XX/XXXX if it was not counting the waiver. So my understanding is that they paid me over extra funds bc I paid during Covid and I asked them to keep it if I was missing any payments but they still paid me. I am just trying to ensure my account is accurate and up to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30078
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have an approved borrower defense case for Sweet vs Cardona. I am full class. It is only for a portion of my student loan debt. XXXX contacted me and said my loan would be transferred back to them. I'm concerned if this will be all of my student loan debt ( only $ XXXX + interest is for the approved borrower defense ) or just the borrower defense amount? I've been waiting a long time for my PSLF counts to be updated ( XXXX eligible, XXXX qualifying, XXXX ineligible, and waiting for XXXX randomly missing months to be added that were on my approved ECFs and letter from Mohela dated XX/XX/XXXX ). I want my refund for borrower defense but also want no additional delays with my PSLF. Mohela tells me it's dept of ed that needs to apply my XXXX missing months to my PSLF counts, FSA says its Mohela . I resubmit everything and it gets marked duplicate. I want my credit for the XXXX missing months and my PSLF forgiven. I've worked is public service since XXXX and it should not be like this. I've contacted moehla ( told something different every time ) contacted FSA ( they say they don't handle PSLF and to contact Mohela, compliant with XXXX ( told they are acting in good faith ), filed with ombudsman XX/XX/XXXX ( haven't heard a word ). I've done my part, submitted everything, paid my public services dues, and tired of begging someone to fix my counts and free me of this burden that has tied me down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This is a multi-item complaint : Item 1 : MOHELA has failed to meet the 90 day time period for processing of my PSLF application, submitted via online portal in XXXX XXXX for any further action or inquiries about my accounts, Mohela requests an additional 90 'business days ' to respond. Item 2 : 90 'business days ' ( more than 125 calendar days ) is an irresponsible amount of time to process and respond to inquiries about existing loans. This time period is longer than a federal corporate tax reporting period ( 90 calendar days ), a full semester of college education ( 116 calendar days ), or a tenant eviction period after notice ( 30 days ). This extremely long processing period can represent a financial burden to the consumer who needs to make financial decisions where student loan obligations are a major consideration. Item 3 : Mohela failed to certify my employer information for XXXX years of XXXX XXXX service with the United States Marine Corps , when all necessary information was included on page 3 of my PSLF application form, including the correct EIN and necessary signatures from a certifying officer. As an entity providing support to the federal student loan programs, this failure to provide accurate and responsive service is a prime example of fraud, waste, and abuse and is out of line with the expectations of the financial services industry. Mohela accepted the role of federal student loan servicer and PSLF processor willingly, and I am certain they performed due diligence and risk analysis to protect their financial stake before taking on this role. Mohela has made the claim that " unprecedented volume of requests '' is impacting their ability to process claims and impacting their level of service. I view this as a breach of trust with the general consumer and an insult to the dept of education loan programs, if not a complete failure to comply with the terms of agreement with the government.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela became the servicer for my loans at the end of XXXX. Originally XXXX. I had paid a substantial amount during covid, over XXXX dollars. After debt relief was announced I requested a refund. Still no refund, but my loan balance has returned to the original amount. Mohelas website provides XXXX information about the transactions/refund. I didn't request a refund for the full amount. I only requested a refund for a certain transaction made during that time. I've not received a check or a deposit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been teaching in the same public school system since XXXX and have outstanding student loans, which were consolidated to make them eligible for the Public Service Loan Forgiveness ( PSLF ) program. With the introduction of the Temporary Expanded Public Service Loan Forgiveness ( TEPSLF ) plan, my student loan should be forgiven based on the guidelines laid out in the TEPSLF. My student loan was transferred to MOHELA in XXXX of XXXX. On XX/XX/XXXX, my entire monthly payment history from XX/XX/XXXX through XX/XX/XXXX was visible in my account and I could see all of my payment history. Within a few days, XXXX XXXX of history ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) was no longer visible in my monthly payment history. I have spoken with MOHELA multiple times about those missing time frames, especially the time frame of XX/XX/XXXX through XX/XX/XXXX since I was with MOHELA at the time. MOHELA was able to add in the time frame of XXXX XXXX XXXX. As of now, I am still missing the payment history from XXXX XXXX XXXX ( 23 payments ) and XXXX XXXX XXXX ( 71 payments ) for a total of 94 missing months of payments. That time frame coincides with the time that my loan servicer was XXXX XXXX. I spoke with XXXX XXXX and they said that they aren't able to help me since my consolidation to make my loans eligible for PSLF. Currently, my qualifying payment total is 96 payments. Because of the guidelines of the TEPSLF, if all of my monthly payment history was in my account, my loan would be granted forgiveness with over 190 payments. However, with 94 missing payments, I remain in this limbo. I have called MOHELA multiple times about the missing years of payments and the message is always the same - 1 ) We can't change it until it shows up in my Federal Student Aid history ( it does and I tell them this ) or 2 ) When they do my latest Employment Certification Form ( ECF ) all of my past history will show up ( it hasn't despite having my ECF recently certified in XXXX ) or 3 ) they transfer me to a supervisor and after waiting the phone disconnects. Basically, I get nowhere and nothing gets done while I live in this infinite loop of calling MOHELA. I have also filed a complaint with XXXX XXXX XXXX. I filed the first complaint on XX/XX/XXXX. I never received a call from them ever or email. When I called them about the complaint, they tell me that my history is there and MOHELA has what they need for my account to be correct. When I asked why I never received a call back from them, they can't figure it out. They try to send me to the right person to talk to but apparently they have no way to transfer me. I don't understand. I filed a new complaint on XX/XX/XXXX to see if there is some way that XXXX XXXX XXXX can help me with my problem. I am still waiting on a phone call back from them. Based on my history with them, I don't anticipate this happening. I have kept a log of every time that I have spoken MOHELA, FED LOAN, XXXX, XXXX XXXX and STUDENT AID. I have attached this document.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am in the PSLF program. My federal student loans were previously serviced by XXXX XXXX prior to being transferred to Mohela. My complaint is against Mohela. Prior to the XX/XX/2022 PSLF waiver deadline I submitted a PSLF application and a loan consolidation application. Because my loans were being transferred a third servicer, XXXX, processed my consolidation. It was complete XX/XX/2022. Mohela showed the correct total of my loans shortly after that consolidation was complete. I realized I needed to add a couple additional loans to the consolidation and was within the 180 day window. Mohela advised XXXX would process my Add-loan application. I received confirmation they completed that application XX/XX/2022. Shortly after my add-loan application was submitted my balance on Mohela 's website changed and I only see the loans that were previously consolidated. The loans that were added are not visible. This also reset my PSLF count so I now have no idea how many months I have credit for. I have contacted Mohela multiple times about updating my add-loan consolidation to show an accurate balance but they continue to give me excuses as to why it's not yet complete. I have uploaded the documents from XXXX showing the completion as well as total balance, I have called and done a conference call between Mohela and XXXX, I have submitted complaints internally with Mohela, I have spent countless hours on hold and speaking with multiple representatives as well as Supervisors at Mohela. I have been told the process can take 30-60 days and also 60-90 business days, either way it has been more than that since my add-loan application was completed by XXXX. Mohela can not tell me when it will be complete or why it's being delayed. Attached to this complaint are six pages of documentation from XXXX confirming the data and dates described above. I have submitted this information to Mohela also but still have not received an update.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted XXXX waivers for prior employment that qualified during the waiver period on XX/XX/XXXX. The first waiver was processed. The second waiver, that was uploaded in the same file CONTINUES to be ignored. I called in XXXX and asked and the customer service representative said the form was correct and the XXXX qualifies. I worked full time, I made loan payments, I submitted the correct form. The identical form I submitted for a different employer on XX/XX/XXXX was processed and credited. The identical form that I uploaded in the same scan for Legal Aid of East Tennessee that took up the first two pages of the XX/XX/XXXX scan was processed and credited. She asked that I give them time to process the form. Nothing changed. I called in XXXX of XXXX. Same exact story. My form was correct, the employer qualified, please be patient as they processed the form. I type this on XX/XX/XXXX and STILL I am not credited for those payments. I am now an hour into a call with Mohela on Friday. This is utterly absurd. I should not have to spend this long calling and calling and calling. Waiting on hold with their insipid and poor quality hold music over and over and over. They get paid to process this - PROCESS IT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing with respect to my PLSF waiver. I have worked for an eligible public service institution since XXXX. I have made full payments monthly since XXXX ( with XXXX until consolidation in XXXX for the TPLSF ). When the TPLSF waiver was initiated, I immediately consolidated. It was at this time, after consolidation, that I learned that over 5 years of payments were not included. Those periods of payments were during a time that I returned to school to further my education. Despite my effort to continue my payments and status as normal, I was caught in an automated process between my institution, the department of education, and my servicer ( XXXX ) and I had no way to proactively protect myself and my account from harm of being placed in in-school deferment and that my payments which were made in full, on time, and in good faith. The program that I was in was almost exclusively an asynchronous program meaning we didn't have class/lecture together and was meant to be done around a full time work schedule. The full-time status opens up more opportunity for students to qualify for financial aid, but it also results in automatic in-school deferment. As a result, over 60 payments are not counting towards my waiver, and if they were, my loans would be forgiven. Theoretically, the PLSF waiver was created for this purpose : to waive loans after 120 payments towards their student loans all while working at an eligible Public Service Institution. I did this. I accomplished this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A