Date Received: 2023-03-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XX/XX/2022 - XXXX advised me that I am eligible for PSLF based on my payment history, and in order to qualify, I would have to consolidate my loans at MOHELA. I completed the application on XX/XX/2022. XX/XX/2022 -- MOHELA advised via email and letter that they are my new servicer and show a total dollar amount of my loans, but no loan detail is provided. XX/XX/2022 -- MOHELA advises my PSLF is declined because they have not received the loan detail and payment history from the Department of Education. XX/XX/2022 -- I contacted MOHELA Customer Service and was advised to wait 30 days and follow up with them. Followed up on the following dates and still no resolution : XXXX, XXXX, XXXX, XXXX Almost all of my loans will qualify under PSLF. MOHELA needs to correct my PSLF standing and process the request accurately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Program : The Public Service Loan Forgiveness ( PSLF ) program provides an opportunity for people who work at government agencies or non-profits to secure student loan forgiveness. To qualify, you must make 120 " payments ''. In recent years, USDOE defined payments broadly. For example, simply working at a qualifying employer during the pandemic pause qualifies you for a month of payment. USDOE contracts with MOHELA to service student loans. My situation : My account with MOHELA is XXXX. At present, I have made 113 " payments ''. As noted above, I submitted an on the following dates : XXXX XXXX, XXXX Application - MOHELA should reconsider the application within a few days. USDOE / StudentAid.gov should provide an explanation on why they do not show me as having a full active loan for the year XXXX. XXXX XXXX, XXXX Application - MOHELA should process this application in two weeks. They have said in the past that they can process a " reconsideration '' in this time frame Below is a list of my employers, months worked, and errors by either USDOE or MOHELA. XX/XX/XXXX to XX/XX/XXXX - XXXX XXXX XXXX XXXX was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX XXXX. XX/XX/XXXX to XX/XX/XXXX - Local Initiatives Support Corporation was determined to be qualifying except MOHELA states that USDOE has no record of my loan during XXXX, XXXX, XXXX, XXXX, XXXX, XXXX of XXXX. XX/XX/XXXX to Present ( XX/XX/XXXX ) - State of New York ( Housing Trust Fund Corporation was determined to be qualifying except for an error where MOHELA missed the months of XXXX, XXXX and XXXX of XXXX as they admitted on the phone. XX/XX/XXXX Application - Verbally told " qualifying '' and would " hit 120 count '', but would take about 90 business days to process. That timeline is unacceptable. Correspondence : The application for debt relief is two pages. One page is personal details and the second page is a certification filled out by the employer 's HR. MOHELA has taken 90 days to review applications. When I asked for any type of expedited review, I received conflicting responses. For example, MOHELA has stated to me that there is no way to expedite an application ( even if they make an error ). However, just recently, they told me that they can reconsider within 14 days. When it comes to errors in the application, I have had customer service representatives elect not to perform a re-review of my submission. Recently, a re-review was accepted. In all instances, MOHELA refuses to tell me details about my determination in writing. Today, MOHELA told me that some of the issues are the fault of StudentAid.gov and that they could not help me further. When I asked how to follow up with StudentAid.gov- for example, on correcting my loan count- they refused to provide an email, phone number or agency to contact. This has been a frustrating process. While courteous, the MOHELA case management guidance has been inconsistent, contradictory and evasive. This is particularly odd given that my certification process and questions are pretty straightforward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10452
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have more than XXXX payments that qualify for the PSLF program. My servicer, MOHELA, processed this paperwork in XXXX, but they only applied the information to some of my loans. My account currently shows that I have over $ XXXX of loans with XXXX payments. This is incorrect. I have lost track of the number of times I've called. In my most recent call, in XX/XX/XXXX, I asked if MOHELA needed anything from me to update these payment counts. The representative said, " your account is good '' and " just give it time. '' They promised that the counts would be updated after the first of the year. We are now approaching the second quarter of XXXX, and there has been no update on my account and absolutely XXXX communication from MOHELA. The problem is that MOHELA does not process paperwork accurately and does not communicate factual information. My loans should have been forgiven long ago, and I do not understand why MOHELA is being paid to process loan forgiveness when they are not doing their job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I've filed a dispute on several occasions with all three credit bureaus regarding my loan being paid in full over the last 2 months and my credit report still has not been corrected. Mohela is the loan servicer and it needs to be reported to all 3 credit bureaus immediately and this issued resolved as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have submitted all of my PSLF paperwork back in XX/XX/22. MOHELA took over XXXX and stated in XX/XX/22 that my information was processed. In XX/XX/XXXX ', I received a letter that I surpassed my 120 payments and I emailed them to see when my balance would be XXXX. I was old up to 90 days. I also asked for a refund of payments I made with covid. Stated Treasurer can take up to 90 days. I get a letter today niw stating I have 119 payments with one to go. This is after I was assured through letter and email portal I made more than 120 payments. I am still working XXXX XXXX full time. I want my loan forgivable as promised.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have called Mohela 10 times address forms that have been submitted, I wait for 2+ hours in the phone and keep being told that the issues is being resolved. The issues has yet to be resolved. I have submitted the correct forms for Federal Student Loan Forgiveness ( Public Service ), these have been verified via the phone several times to be without error but they keep processing these as duplicate forms. No one can explain why this is happening. I have called and waiting on hold for hours several times being told this issue would be resolved. It has not. I have reached my 120 payments have submitted all appropriate paperwork and spoke to several supervisors .... yet nothing has been fixed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63123
Submitted Via: Web
Date Sent: 2023-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I've been having tons of issues dealing with Mohela for the PSLF loan forgiveness. I've submitted multiple forms, W2s, and other related documents they asked me for to still say it's not correct. I've been put on hold for a manager for over 2 hours. They need to be federally investigated because obviously they're playing with students livelihood. If they're not going to service students accurately and give the right information then they need to give it to another provider who makes sure to give us the right information and actually follow up with correspondence. They do not say anything to us and we get no where when we call them. I hope you can help me. All my pslf count is incorrect and I've been trying to get this fixed since XX/XX/XXXX. After being on hold for 2 hours and 15 minutes after I was promised a manager it hung up. All of this happened in XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I attended XXXX XXXX during the years of XXXX. The loans would eventually be consolidated by Department of Education for the program they had. I was advised that even though there was a consolidation the federal loan forgiveness for XXXX students still apply. The issue is that when the account appears on my credit its not showing XXXX it just shows an amount and Dept of Education. My fear is that it will be excluded from the federal forgiveness this school qualifies for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95219
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I understand that it was stated by Mohela that both the PSLF waiver and the IDR waiver have been applied to my account but I am unsure as to why my remaining 15 ineligible payments did not count towards payments/ PSLF payments. I have requested the loan coding from Mohela via email for the times that have not counted towards payments up to this point but have not received an answer but this is what I have from Federal Student Aid. XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Deferred XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance XX/XX/XXXX Forbearance I was told by a XXXX representative that some of the deferred payments were coded as unemployment deferment even though my employment is approved for this time. I was also told that the other deferred payments were coded as " hardship deferment ''. I did not request any of this deferment because I qualified for and was told I was on a {$0.00} payment plan at the time. ( I have turned in tax return information to Federal Student Aid to prove this. ) I am also unsure why these 4 months of forbearance did not count when I had other months that did. I was also told by a Mohella and a XXXX representative that these months were coded as a admin forbearance. According to the PSLF and IDR waivers these deferments and forbearances should be added as qualifying to my account : " ED will conduct a one-time account adjustment to borrower accounts that will count time toward IDR forgiveness, including any months in a repayment status, regardless of the payments made, loan type, or repayment plan ; 12 or more months of consecutive forbearance or 36 or more months of cumulative forbearance ; months spent in ECONOMIC HARDSHIP or military deferments after XXXX ; months spent in any deferment ( with the exception of in-school deferment ) prior to XXXX ; and any time in repayment on earlier loans prior to consolidation of those loans into a consolidation loan. '' Also, I am concerned that my ineligible payments are not showing up on my 2 consolidation loans. If this is a one time adjustment, those not eligible payments should be on those loans so they can be adjusted as needed or so I have the option of making back payments during the upcoming Hold Harmless adjustments that should be applied on XX/XX/XXXX. " Borrowers will be able to access a hold harmless option to have other periods of deferment and forbearance potentially counted toward PSLF if they make payments equivalent to what they would have owed at the time. This includes getting credit for periods during which the borrower would have had a {$0.00} payment. " I have complained several times and always get a generic letter stating the number of payments I have at the time but my question is why have these other payments remaining to show ineligible? Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I was notified XX/XX/XXXX about my server loan company Mohela will be notified about the case resolved with sweets vs Cardona This means my student loans will be deleted per my school-involved XXXX XXXX XXXX and that I will no longer have to make payments to the loan server to where my account was transferred from XXXX most recently. Mohela as the new server will remove all debts owed and shown on file to notify all credit bureaus about the news from the case mentioned above to remove such notices and amounts shown on my credit report. Therefore, once the cr bureau is notified my score is to increase as it never did before with the existing student loans on file. I never owed this outrageous amount. Charges in interest by DEPT OF EDU. My father had died as a militant man and I had a parent loan which he paid. Someone changed my student loan to a single loan from a parent loan and I learned that you can not do such a thing to any student. Besides that, the school XXXX convinced me and other students ( while other schools are involved ) that I/we will make over a certain amount like XXXX working in our graduate field. Bigotry was also a part of the school 's lack of integrity and advertising to gain loyalty. Upon my father 's death, he made sure my loans were paid in advance. The school then charged erroneous payments for out-of-state fees and dorm fees, which I was in a state with a driver 's license and address in Georgia where I lived in and out of the dorm but merely, but I was overcharged at XXXX a year for XXXX yrs when my father had paid the bill before me graduating. Nevertheless, I completed the XXXX Borrowers defense application in XX/XX/XXXX ordered by President Biden. This announcement also affected the sweets vs Cardona case win and resolution on XX/XX/XXXX! I also mailed you a letter from dept of Edu! And called you last 2 weeks ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A