Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Prior to my loans, being with Mohela, they were with XXXX XXXX. I was informed by XXXX XXXX by several representatives, that once my loans were transferred to MOHELA I could request and in school deferment waiver, as well as a request to waive my six-month grace period to have my loans placed back in in school status. I was in the process of completing my XXXX XXXX and was very concerned that if I continued to go to school and start my XXXX XXXX, my lungs were not placed in in school status and therefore were not qualify under the special waiver period that President Biden put forth. I was assured that I would be fine, and as soon as I transfer my lunch to MOHELA, they would be able to accommodate us. After being with Mohela for several months, I finally spoke to a supervisor who advised me that this information that I was provided was not accurate and I could not place my loans in in school status, nor can I wave my six-month grace period. Because I was XXXX XXXX XXXX If I was if I was provided the correct information, I wouldve stopped going to school after I completed my XXXX XXXX in XX/XX/2022 to allow my payments to go into in payment status so that way these lines could apply to my PSLF. I have written to the White House about this several times, and they forward my concern over to Mohela. MOHELA then responds generically and does not resolve my concern. They are not able to review my calls from XXXX XXXX where I was provided inaccurate information. My biggest concern now with mohela is that theyve advised me three times now since the beginning of 2022 that I could request to be placed in an in-school deferment I have requested it three times however still to this day loan sequence one through 10 is not reflecting appropriately. As a result, even though I work for a XXXX XXXX, the past two months is not being counted towards loan sequence one through 10 because of this. I called in again where a supervisor stated that he did not see the request and asked me to send it in for a 4th time! I have mailed it 3 times as well as requested it over the phone. This doesnt make any sense. I am exhausted and every time I call Mohela I usually get a person who provides an accurate information as well and Ive wasted two hours of my time and feel defeated. I need help. I know that I can not be the only person going through this and I am tired.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
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: RE : MOHELA servicing. I have important inquiry while I was reviewing my eligibility for public service loan forgiveness, I discovered a mistake on my remaining qualifying payments. My employer, XXXX XXXX XXXX XXXX XXXX. Date of XXXX : XX/XX/2010 My query is why my debts have not been forgiven despite the fact that I have fulfilled all of the prerequisites that are required by the program. its being several month i have not receive a response from them can you please help me resolve this matter?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I write to alert you of MOHELAs mishandling of my IDR application, and I ask for your help in resolving this problem. Specifically, MOHELA improperlyclaimed it is unable to grant my request for IDR relief because it could not verify my husbands income. As described below, my husband properly completed the Federal Student Aid co-signing requirement, which linked his IRS account to Federal Student Aid and should have provided MOHELA access to his tax returns, and we were provided written confirmation that my application was complete and we would affirmatively receive any additional information needed. I believe that MOHELA can resolve this matter by ( 1 ) approving my IDR application, thereby providing me with affordable monthly payments in the amount of approximately $ XXXXmonth, as verbally offered to me by a MOHELA representative XXXX and ( 2 ) compensating {$3500.00} me for my time and effort. My federal student loans were transferred from XXXX to MOHELA on or about XX/XX/XXXXXXXX. Pursuant to the PSLF Temporary Waiver, I submitted a joint application to consolidate my loans and for an income-driven repayment plan via Federal Student Aid.gov on or about XXXX XXXX XXXX ( see Exhibit A email confirmation attached ). On XX/XX/XXXXXXXX XXXX, my husband co-signed the consolidation/IDR application ( see Exhibit B email confirmation ). I have attached my completed consolidation/IDR application as Exhibit C. Please note that as part of each confirmation the instructions clearly say to wait for correspondence from your servicer regarding any further documentation needed. I never received any additional requests for documentation regarding either my consolidation or IDR request. My loans were appropriately consolidated in XX/XX/XXXXXXXX XXXX. By XX/XX/XXXXXXXX XXXX, however, I still had not heard anything about my IDR request. I called MOHELA on XXXX XXXX XXXX and was advised that there was an issue with my IDR application. MOHELA did not specify what the issue was or what, if anything, I needed todo torectify it. I was instructed to call back the next week forfurther information. I called MOHELA again on XX/XX/XXXX XXXX XXXX. I was told that the problem with my IDR application was that I had not been counseled as to the various plan options available. MOHELA provided me with a description of the plans available and confirmed that my IDR application was complete and would be assessed shortly. I received email confirmation that I received this counseling, which is annexed hereto as Exhibit D. By XX/XX/XXXX, I still had not received any communication about my IDR application. I called MOHELA on XX/XX/XXXX. I was first told that I needed to submit an entirely new IDR application, but then the representative was able to speak with a supervisor and confirmed that my application was complete and there was just a delay in processing. After explaining to MOHELA the critical need for an IDR approval due to my pending LRAP application, I was promised that MOHELA would provide a letter on its letterhead and explaining this delay as well as provide an estimate of what myreduced payments would be under an eligibleIDR plan.The representative promised me that I would receive this letter within 30 days. I had not received any letter by XX/XX/XXXX. I called MOHELA and was told that, rather than providing a letter, they would simply expedite my IDR application and I would receive a decision within 1-2 days. By the next week, I still had received no correspondence regarding my IDR application. I called MOHELA on XX/XX/XXXX, and was told for the second time that my application was delayed because I had not been counseled as to the various plan options. MOHELA counseled me again, and I have email confirmation thereof ( Exhibit E ). I was told that my application would be expedited and I would have a decision on my application within 1-2 days. On XX/XX/XXXX, I received a letter on my MOHELA stating that they could not grant my IDR request on the grounds that MOHELA lacked documentation of my spouse 's income. The letter is attached hereto as Exhibit F. I believe this determination is unfair and incorrect and MOHELA should reverse it immediately. My written instructions were that my application was complete, and that I should receive notice of any further documentation if necessary ( Exhibit B ). At no point did MOHELA ask me for additional documentation of my spouse 's income. My husband provided access to his IRS account and therefore MOHELA certainly had access to his most recent tax information. For MOHELA to claim it can not grant my application based on documentation that it either already had, or was under explicit direction to affirmatively request and which was not affirmatively requested, is unfair and deceptive. Finally, I spent over 4 hours on the phone with MOHELA trying to get clarification of how to expedite and obtain approval on this IDR request. At no point did MOHELA advise me that it needed further documentation of my husband 's income. If it had asked, I would have provided it promptly. While MOHELA should not need any further documentation, out of an abundance of caution I am providing all of my husbands most recent income documentation to MOHELA via portal upload ; fax, and regular mail. I am including my cover letter for this documentation as Exhibit G ; MOHELA has no excuse for claiming it lacks my husbands information ( or any information, for that matter ). MOHELA should immediately approve IDR application and provide me with an affordable payment plan. MOHELA owes me at least {$3500.00} for : the time I spent on the phone with them, time I spent drafting this complaint, time I spent gathering documents and documenting my attempts at communication with MOHELA, consulting with attorneys ( and the attorneys ' time consulting with me ), lost sleep, emotional distress, and my husband 's time trying to help me resolve this issue, among other things.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
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 Mohela Dept / of Ed Account/ XXXX Reporting company used report improperly. Improper use of credit report Obtained or used for purposes that arent allowed by the law
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2023-03-19
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: Need information about your loan balance or loan terms
Consumer Complaint: I applied for Public Service Loan forgiveness on XX/XX/XXXX because I had just met the qualifications- 120 qualifying payments.. I am still waiting for my balance to zero out and receive the forgiveness. I have been given various different explanations about when this will take place and what steps I need to take. I am XXXX and need to quit my job by XX/XX/XXXX and if the process is not completed, my family will face extreme financial hardship. The wait time on this process is excessive and my account needs to be updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47630
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: 2023-03-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Exactly how long is Mohela going to have on a prerecorded message that, " due to unprecedented student loan volume ''. At some point it just takes a long time to reach customer service, there is no extraordinary event 2 years always happening, this is normal. Customer service reps are poorly trained. I get hung up on, passed around. I get zero assurance and professionalism when I call into Mohela. This servicer needs to improve or another one needs to be obtained.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have uploaded forms multiple times. They continue to say they have not received said forms. I email and the response does not allow me to reply, only to start a new email. I try to call but it takes too long to be on hold. I should have met my 120 payments for loan forgiveness. It says they are waiting on employment certification which I have sent in multiple times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is using the dates of the signature blocks ( section 4 employer certification ) This is the date the employer signed the forms to be submitted to Mohela, above this section it is clearly checked that I am still employed on both forms from each employer. This is a mistake on Mohela 's side and they insist that I am no longer employed as of XX/XX/2022 and XX/XX/2022 Please see attached documents and the dates showing for signature signing not employment ending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29650
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: A loan amount was populated on my account for loan that I never received. No one from Mohela is responding to me and I can not receive the help I need to get the erroneous charges removed. This has been ongoing since XX/XX/XXXX and it is now XX/XX/XXXX. No one is calling me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have applied for PSLF through Mohela. The process has been totally awful and the service is completely unacceptable. I initially applied for forgiveness in XX/XX/2022. I was told it could take 90 days to approve the forms. I waited patiently for 90 days and heard nothing then decided to call them, only to find that they decided to CANCEL my application for NO REASON whatsoever. My form was marked 'duplicate ' and that apparently triggered somebody to cancel the entire application without any explanation or any notification to me. Nobody could provide any information about what happened or why. I had to have the application process started again. I have waited on the phone for hours and hours to speak with supervisors ( on average 1.5hrs wait time each time ). Nobody on the first line of customer service seems to have any information or any ability to fix things and reaching a supervisor involves dedicating hours to just stay on hold. Six months in now and they have only processed PART of my employment dates only, despite all of the info being submitted at exactly the same time. I was told today that it may be ANOTHER 90 days just to update the rest of the payment counts correctly, even though I'm told the forms themselves have been technically approved. This service is completely unacceptable. People 's financial lives depend a lot on these situations, from obtaining credit, obtaining home or car loans, being able to work in specific jobs, etc. etc., and the level of service being given to such a serious part of people 's lives is totally inappropriate. Today I would specifically point out an online customer service representative XXXX, who was especially unhelpful and would just say things like " Like I told you already, we're working on it ''. Thanks a lot XXXX. Thanks a lot Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A