Date Received: 2023-03-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My federal student loans were transferred to Mohela from XXXX. I uploaded a PSLF form on XX/XX/XXXX to update my employment and payment tracker. After months of the status being stuck in " processing '' the form was marked as " Duplicate form '' and cancelled. The PSLF form was not a duplicate, and those payment periods still incorrectly say employment not certified. I wrote to Mohela on XX/XX/XXXX, and received a response indicating it was an error, the form would be processed again, and the processing time would be another 90 days. Once again, the PSLF form was marked as " processing '' ; after the 90 days were almost elapsed, the form was marked as cancelled, again, with no explanation. I received no communication about this, and only noticed by logging into my account and checking the status. I wrote to them again asking for an explanation of the repeat mistake. I suspect forms are just being cancelled and then resubmitted, to restart the 90-day processing time for the agency. Correspondence and screenshot attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously denied and/or processed my PSLF application incorrectly. My PSLF Form was denied because it was missing the authorized official 's signature and/or was an electronic signature. However, all signatures on the form were present and the were an hand-drawn electronic signature, which according to the Department of Education 's website, it is an acceptable signature type. Additionally, when I called, the agent told me that it was because the signatures had to be in blue/black in and handwritten, which is inaccurate. Mohela just continues to consistently provide inaccurate information and making processing errors. Resolution : I would like my account to be in good standing. I want my qualified payments to be counted correctly and my PSLF applications to be processed correctly as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an annual Employment Certification Form for pslf XX/XX/XXXX, at the time that some of my student loans were due for forgiveness. That same month, my loans were transferred from XXXX XXXXXXXX XXXX to MOHELA. When my loan information finally showed up on MOHELA 'S website, only one of the full year 's worth of payments showed up on my payment count and the rest were not counted. Initially I waited to see if the information would update to the correct count on the website, but eventually I emailed MOHELA on XX/XX/XXXX. One month later I received a response from MOHELA saying they hoped my issue had already resolved itself, and if it hadn't, I should call them to have the issue addressed. I called to have the issue addressed and also submitted an updated ECF XX/XX/XXXX, as more of my loans were approaching the forgiveness date, but I couldn't tell what my exact counts were because they were incorrect and hadn't been updated since the transfer to MOHELA. When I entered the Employment hire date for the updated XX/XX/XXXX ECF into the FSAID website, an old Employment hire date kept populating up on the Form. Since I could not get the correct date to print out on the ECF form, I submitted the Form as- is to my employer 's HR department, and they crossed out the incorrect date and typed in the correct date, then completed and signed the rest of their portion of the Form. When I called MOHELA XX/XX/XXXX, they said they would have the XX/XX/XXXX Form re-processed. I asked if that would take another 90 business days and was told, " I hope not. " in the meantime, I submitted another ECF XX/XX/XXXX, again because I didn't know where my counts stood, but I knew i was closer to the forgiveness date for most or all of my loans. I had the same glitch on the fsaid website with the Employment hire date in the XX/XX/XXXX ecf Form, and my employer 's HR representative did the same thing on that ecf Form, crossing out the incorrect date, typing the correct date, signing the Form. 90 business days later, XX/XX/XXXX, after receiving no further correspondence from MOHELA, I checked the MOHELA website and saw that my re- processing request for my XX/XX/XXXX Form went through. However, Rather than actually reviewing or processing any of my forms, my XX/XX/XXXX ecf reprocessing request showed as " canceled, " and both my XX/XX/XXXX and XX/XX/XXXX Forms were labeled as " duplicate forms '' and were not reviewed at all. I called MOHELA again and was told they would again submit a request to have the forms re- processed due to the errors, but this time it would be completed within 14 business days. 1-2 weeks later, I received a notice that my ecf Form ( s ) were denied because information was missing in multiple sections. I called MOHELA again XX/XX/XXXX and was told the XX/XX/XXXX Form was denied because my employer 's HR representative didn't initial the Employment hire date in addition to the HR representative 's signature. I was told that the other '' missing information '' on the ecf was an error and there was not missing information. I was told I needed to have HR initial the Employment hire date or that I could look at the HR representative 's signature and use that to copy and place the initial on the Form myself. ( This seems fraudulent ). He said to then call MOHELA again and request Supervisor so my request could be expedited when it was resubmitted. MOHELA 'S employee also said he could not find my XX/XX/XXXX ecf Form anywhere in their system. After 45 minutes of the MOHELA employee searching unsuccessfully for my XX/XX/XXXX Form, I ended the call. I had my employer 's HR representative initial the enjoyment hire date and I submitted the Form to MOHELA again on XX/XX/XXXX. I called MOHELA XX/XX/XXXX and spent 50 minutes on hold and before giving up on the phone call. I called MOHELA again today, XX/XX/XXXX, to inquire again about my missing XX/XX/XXXX ecf request and to request that my XX/XX/XXXX ecf be expedited, per MOHELA 'S employee 's recommendation. Today I was told that MOHELA can't find my XX/XX/XXXX form information, so they have requested it be resent to them from XXXX XXXX XXXX. They said this will take an additional 60 days. I was also told that my resubmitted XX/XX/XXXX form can't be expedited and that I need to wait an additional 90 business days for that to be processed again. After multiple requests to the MOHELA employee to consider this full situation, the repeated errors, and the fact that I've been waiting for any of my ecf 's to be processed correctly since XX/XX/XXXX, I was told there is nothing MOHELA can do and there is no way for my XX/XX/XXXX Form to be reviewed or processed sooner than the additional 90 business days. Upon review of the denial Form for the XX/XX/XXXX ecf, I see that it states that my employer can contact MOHELA within 60 days of the denial so the XX/XX/XXXX ecf can be processed, otherwise it needs to be resubmitted. I don't know how to proceed at this point, given that MOHELA 'S employee stated today that they will not re-process the XX/XX/XXXX ecf sooner than 90 business days under any circumstances, contrary to the statement on their denial Form, and given that my XX/XX/XXXX Form has been lost and will take another 60 days to get anther copy of. 90 business days from now will be 11 months from the date I initially submitted my XX/XX/XXXX ecf that has been lost, and given that every ecf Form I have submitted so far has been processed incorrectly or not at all, I don't have confidence that the ecf ( s ) will be processed correctly even if I do wait another 90 business days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Due to my to being deemed 100 % permanent and total XXXX by the XXXX, I received a XXXX XXXX for my federal student loans administered by Mohela more than 3 months ago. I am currently homeless and attempting to raise my credit score enough to qualify for a VA home loan. My credit report still shows that I owe more than {$110000.00} for my student loans, so I filed a dispute with all three credit reporting agencies, only to have the debts confirmed. Please assist me in ending my homelessness by admonishing Mohela for this egregious, negligent, willful misconduct. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am in the PSLF program with XXXX eligible payments and XXXX qualify. Most of my payments are associated with my time working at XXXX XXXX XXXX XXXX in XXXX XXXX, Arkansas ( XXXX payments ). I no longer work there and they are not easy to deal with as far as getting my employment certification signed by them. So its unsigned all this time. When I initially got into the PSLF program in XXXX 2022 I consolidated and was set up with XXXX. They told me tax transcripts I submitted for my time with XXXX XXXX XXXX would be proof of employment. When my loans were transferred to Mohela in XX/XX/2022, I spoke with service reps by phone and email messages more than once in XXXX and XXXX and they never said my tax transcripts wouldn't be usable. In XXXX, through chat, when I contacted they did not say so then either. In XXXX, by phone, they told me I needed w2 's AND check stubs for all the years I worked at XXXX. They said since the IRS masks the full tax ID and XXXX XXXX XXXX XXXX on the transcripts they couldn't trust that. I don't have the pay stubs or access to that many. I requested W2 'S from SSA in XXXX and told Mohela this. By this time my 90 business day processing was winding down. In XXXX they told me Department of Education was verifying my employment with XXXX and that wouldn't take long. In XXXX, they say through an email I initiated that they don't know what I'm talking about and can't tell me anything. They said I need W2 's OR pay stubs I need real answers because it seems like my PSLF is being held up and I'm getting the runaround. I am still waiting on w2 's from SSA. If my request sent from them doesn't produce all the W2 'S and I can't find anyone reasonable enough to sign a employment certification form at XXXX, I won't get my loans forgiven. I have all the tax transcripts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account was paid off ( all loans paid to XXXX balance ) through the Public Service Loan Forgiveness ( PSLF ) Program as of XX/XX/XXXX. The account on my credit report is still reflecting total balance owed {$99000.00} and last update was XX/XX/XXXX. I tried calling MOHELA several times to ask about an update to show " PAID OFF '' and " XXXX Balance owed '' on my report. I was advised to contact annual credit report. This negatively impacting my ability to acquire new loans and/or credit in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90731
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX account was transferred to MOHELA. I paid off a large portion of my loans to XXXX before this transfer. In hope for potential forgiveness, I then requested all payments made during the freeze to be refunded, however MOHELA has only refunded me for the amounts that I paid to them, and they have not refunded me for payments made to XXXX. They have refunded me {$4500.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95973
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, the list of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15-U.S.C-1681 section 602 A states I have the right to privacy. A person shall not furnish any information relating to a consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48227
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have been victimized by identity theft.I reviewed a copy of my credit report and ( XXXX ) ran an unauthorized credit inquiry on me on, XXXX. I never authorized such action and this constitutes a violation of my rights under the Fair Credit Reporting Act 604 as well as a violation of my rights to privacy. Please contact ( XXXX ) and investigate such occurrence I am requesting an updated copy of my credit report, which should be sent to the address listed below. According to the provisions of 612 [ 15 USC 1681j ], there should be no charge for this report. In addition, as part of your investigation, please send the names, business address and phone numbers of those who made unauthorized credit inquiries so I may contact them directly. I sent them a copy of the Police report from the XXXX XXXX XXXX in conjunction with my CFPB Report my dispute letter and lastly my Identity theft report with the Federal Trade Commission Certified mail on XXXX TRACKING # XXXX Due to the incompetence of XXXX the unauthorized inquiry is still reporting. XXXX and XXXX have both deleted the unauthorized inquiry but for some reason XXXX refuses to adhere to the Fair Credit Reporting Act.In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. MOHELA : # XXXX # XXXX XXXX XXXX XXXX # ACCT # XXXX, Loan Sequences : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account name : XXXX has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.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 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44004
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans were consolidated and transferred to Mohela in XX/XX/XXXX. I uploaded XXXX ECFs in single XXXX page document on XX/XX/XXXX. On XX/XX/XXXX I was informed that I only had XXXX XXXX eligible payments and XXXX qualifying payments. I called to request an application review/recount as I had well over XXXX qualifying payments at that time. On XX/XX/XXXX I received a letter from Mohela which stated I had XXXX eligible payments but only XXXX qualifying payments and the website currently shows my XXXX application review request was cancelled. It is clear they failed to process one of my ECFs qualifying my employment as a federal employee from XX/XX/XXXX to present and have not given payment credit for those years of qualifying employment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97225
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A