Date Received: 2023-03-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called in XX/XX/XXXX to receive a refund of my payments made to Mohela & XXXX XXXX ( after they transferred to Mohela ). I received a partial refund in XXXX and called to follow up about additional refunds. They told me it would take an additional 30-60 days because of the transfer but did not inform me that no request was ever put in for refunds prior to transfer. When I called back in XXXX of XXXX I was informed the request for the XXXX refund was not put in on XX/XX/XXXX instead of when I called in XXXX and it would take 60-90 days from that point. No balance has been updated, no refunds have been provided, and my call in XX/XX/XXXX I was informed theres now no timelines. It has been 5 months since my original call and this was clearly an error on their part for not having put in the request for the payments sent to XXXX until a later date without ever having informed me of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: PSLF : Since XXXX, my student loans have been managed by XXXX, XXXX, XXXX, then to Mohela in XXXX. I submitted two ECFs to Mohela XXXX XX/XX/XXXX ( via document upload ). Both ECFs had long since been submitted to XXXX and had not been processed/counted correctly. Current eligible count on tracker : XXXX payments. Current qualifying : XXXX. The two ECFs I submitted to Mohela via document upload and per PSLF Waiver were submitted XX/XX/XXXX were finally processed by Mohela in XX/XX/XXXX, as was shown on document upload page, yet my tracker did not get updated. I called/chatted/messaged with Mohela several times. I was assured several times my tracker count would be updated. Time passed. Tracker was still not updated. I called, chatted, messaged some more. Still, tracker not updated. This was through and up to XX/XX/XXXX. Each time, Mohela CSRs, and Mohela messages told me my issue " had been handled '' or " wait 90 days. '' My issue had not been handled. There was no change on my Tracker, still. I called again on XX/XX/XXXX. XXXX told me there seemed to have been an error and those two ECFs signed and dated years ago, back to XXXX, " had not been processed correctly. '' Later, XX/XX/XXXX, I received a message on Mohela " We apologize for any inconvenience this may have caused. Your most recent PSLF applications were not processed correctly. We submitted a request on XX/XX/XXXX to reprocess your Public Service Loan Forgiveness ( PSLF ) applications received on XX/XX/XXXX... unprecedented... '' Please help. As mentioned, both of the two ECFs had long since been submitted to XXXX and should have, long ago, been applied per the PSLF waiver. I have been in PSLF since XX/XX/XXXX. I understand Mohela is busy and employees may be overwhelmed, but mine is not a complicated issue to take care of. I should have been finished with PSLF some years ago. I have been working In public service since XXXX. Thank you for your time and assistance. Two ECFs previously submitted to Mohela ( and XXXX ) are attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have well over 120 qualifying and employment verified months for my student loans to be forgiven under PLSF. MOHELA has my account and has put me under 2 ninety day reviews even though they have ALL of the correct paperwork verifying my employment as a XXXX and working at XXXX. My loans also have Senator XXXX XXXX on my account to act as POA since I've had nothing but a mess from XXXX and now Mohela. Enough is enough. Action needs to take place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46580
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was doing the Public Loan Service Forgiveness Program and it should have been completed in XXXX with my 10 yrs/120 payments and despite the amount of forms ceritfing my employment from the school district I am currently employed. My account is showing that I have met 112 of the 120 required payments for forgiveness as of XXXX. This is incorrect. I would have met my 120 payments back in XXXX. They have given me credit for the school districts I worked for up until XX/XX/XXXX. I am still employed at the same district ( XXXX XXXX XXXX XXXX ) and on the form that HR filled out the put down my hire date XX/XX/XXXX and for the section under " end date '' was left blank because I am still employed there. I have done part, yet everytime I submit something it takes another 90 days to hear something that is always inevitebly incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29036
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I submitted the application for Public Service Loan Forgiveness ( PSLF ) and Temporary Public Service Loan Forgiveness ( TPSLF ) generated using the Help Tool at the Federal Student Aid website to XXXX XXXX ( see attached ). At the time, this organization was the servicer for all PSLF and TPSLF applications. I received a letter dated XX/XX/XXXX, from XXXX XXXX stating that my loans were eligible for the program and that my loans would be transferred to the new servicer, MOHELA. This letter is being attached. On XX/XX/XXXX, I reached out to MOHELA to check on the status of my application. The representative I spoke with indicated that no paperwork had been received from XXXX XXXX and that there was no record of an application on file. I was advised to resubmit the paperwork, which I promptly did. In XX/XX/XXXX, I once again reached out to MOHELA. I was advised that there was an issue and that my loans would not have been transferred had I not called in. The supervisor, XXXX ( may not be the correct spelling ), processed a request to have my loans transferred. The loans appeared in the MOHELA system on XX/XX/XXXX. A payment tracker appeared on XX/XX/XXXX. No updates have taken place to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 423XX
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted for XXXX in XX/XX/XXXX. My forgiveness still has not been processed and every time I call the customer service provides different information or false information. The wait time is unbelievable, at least 3-5 hours if you want to speak to a supervisor. I have called the following times ( sometimes taking off a day of work to speak to someone at Mohela ) and my issue still has not been resolved : Phone calls made in XXXX ( *At this time my loans were being processed by XXXX ) XXXX - Told my consolidation looked good XX/XX/XXXX - they said call back in XXXX XXXX - Told me to escape my case to a supervisor because my employment certification forms were not being processes properly XX/XX/XXXX - Told that all my employment was approved and my account was being transferred to Mohela XXXX Not to worry. Just wait. be patient. XX/XX/XXXX - Mohela tells me to wait until XXXX XXXX - Said my 5 employers were approved and I received forgiveness ( not true ) XXXX - Told me to wait that by the end of XXXX I would be approved XXXX - Payment starting to get counted by only at 41 ; today they bumped up to 88 XX/XX/XXXX - waited 2 hours on hold to be told just keep waiting ; payments jumped up to 131 but 88 were qualifying ( this is not true, I have worked in Non-profits and as a public school teacher for 20 years ) XXXX XX/XX/XXXX - 2 hours on hold ; I had to go to work so I hung up XX/XX/XXXX - 2.5 hours on hold ; spoke to a supervisor who has me submit more Employer Certification Forms but could not explain why my former XXXX 's were not all accounted for If you look at my employment history, many of the months I worked are not accounted for : XXXX, XXXX, 4 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX 6 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX XXXX XXXX XXXX 2 counts are missing ( XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX XXXX 4 counts are missing ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX 12 counts are missing XXXX - ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XXXX XXXX ( XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX ) In short, I have been waiting for over one year for my loans to be forgiven. I need the help getting through to a competent supervisor with a wait time that is not over 3-5 hours and who can fully process my application. This loan forgiveness is a difference between me being able to be a first time homebuyer at XXXX XXXX XXXX or continuing to be priced out of my rental apartment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60624
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My XXXX loans were transferred to MOHELA in XX/XX/XXXX while I was in the process of applying for TEPSLF. I have 174 eligible payments ( only need 120 ), but only 31 have my employment certified. My form to certify the remaining was submitted on XX/XX/XXXX. It has twice been erroneously processed by MOHELA. After requesting it to be reprocessed, waiting for the second 90 day processing period, and receiving a 2nd rejection based on their error, I called MOHELA to speak to a supervisor on XX/XX/XXXX. This supervisor, XXXX, looked at my XX/XX/XXXX submitted form and agreed there was nothing wrong with anything on it. She made notes on my account, and put it forward to be reprocessed in 3 business days. Its been 11 business days since then. I called to check on it and was told by the person at MOHELA that yeah, it shows its still open. Were not really processing things on that 3 day timeline. I initially started this process in XX/XX/XXXX with XXXX and since everything was transferred to MOHELA they have continuously and WRONGLY processed my form. I have been very patient up until now, but this is significantly impacting my financial well-being by keeping {$130000.00} on my credit report while repeatedly making errors in the processing of my account for almost 8 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 149XX
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the extended Public Service Loan Forgiveness back in XXXX XXXX I received an email from Mohela on XX/XX/XXXX that my application had been received and to give them 90 days for it to be processed. It is XX/XX/XXXX and I still have not received any information regarding my application and it has not been processed. When I log in to the Mohela website it states they received my application on XXXX XXXX and application is being processed. How did they received my application both in XXXX and XXXX? I have been waiting for over 6 months to find out if my loans will be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have sent in three work certification forms to MOHELA and they all have been canceled and have been claimed to be duplicates. The first was sent XXXX, the second was sent XXXX and the third XXXX. They have stated that it takes 90 business days and each time I come close to the 90 days they claim it to be a duplicate. I am at 125 payments with my PSLF and can't help to believe this is a delay tactic from the servicer. I am very upset at their abusive tactics at handling their clients. The mental anguish is paralyzing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hi My wife ( XXXX XXXX XXXX XXXX XXXX ) and myself ( XXXX XXXX XXXX XXXX ) have had a direct consolidated loan since XXXX and have been in individual repayment since the XXXX. Until last week all of the loans were in my name ( with federalaid, XXXX and Mohela ). Now, I have the balance in my name through federalaid as XXXX and my wifes portion was moved to her own account. We both have XXXX plus months of qualified and verified employment for PSLF. We originally applied for PSLF in XX/XX/XXXX ( with XXXX ) and in XX/XX/XXXX were at the point of forgiveness. Our loans were then transferred to Mohela with the statement that " Mohela will finish processing the forgiveness and refund. By XX/XX/XXXX Mohela had not acknowledged our loans. When speaking with a representative they suggested maybe they were not sent and we resubmitted our full application XX/XX/XXXX to Mohela with both my wife and my employment forms. By late XXXX, nothing was showing and when I called I continued to hear " we do not see loans '' keep waiting. Finally when speaking with a representative and supervisor they discovered the application was placed in the XXXX databased ( a place where they put things that do not fit with the Mohela process/PSLF process and because I had no loans in my name, they did not process the application ). The supervisor and representative on the day uploaded the information and we finally saw a " count page '' appear and could wait for our employment verification to be completed again. It had already been completed at XXXX but Mohela said they needed to do it themselves. In a couple weeks our count went to XXXX and stayed there, despite having several more years of employment to count. We called and spoke with a supervisor and she, within a week updated the count to XXXX qualifying payments ( XX/XX/XXXX ), at least- for both of us. I may have more. We then were told to wait. We did wait and in that process, were told that my wife would get a seperate account in her name to move her portion of loans to for the completion of the process. By the start of XXXX, nothing had changed. i called again and was informed that there was a glitch and they would send it to a loan department. By XX/XX/XXXX, XXXX of the loans disappeared from XXXX to XXXX ( we assume what they believe to be my husbands portion ). we have never received a letter, email or any acknowledgment of his forgiveness. When we called, a woman told us, " XXXX 's are forgiven and we will now separate the loans and XXXX will get an account in her name and the balance will be forgiven and a refund provided. It would likely take XXXX calendar days ( which would be XX/XX/XXXX ). we waited. In XXXX, I called to speak to a supervisor ( her name was XXXX and she was very helpful ). She looked at the account and said oh this should have happened a long time ago ( XXXX she said ) but my social security number was " not in the right place ''. She then looked and said, I do see a forgiveness letter and she uploaded it to our account. The letter was in my name and it said that he/we/me ( not certain ) had ZERO forgiven and the balance remained XXXX. We requested it be reviewed to determine whose se letter that was and why it said XXXX forgiven. She put in for an expedited review case # XXXX ( on XX/XX/XXXX ) and said we would hear within 30 days. she stated that on XX/XX/XXXX a portion of XXXX was forgiven and on XX/XX/XXXX the remaining XXXX was forgiven. I called back on XX/XX/XXXX because we then saw the letter stating zero was forgiven. The man ( supervisor ) we spoke to let me know he further expedited the review and we would hear back in 15 to 30 days. he said we would see it forgiven with federal aid by that time and calculated a refund amount of XXXX for us that he said would be sent about 45 days after forgivness is processed. I called back in the 15 days, on XX/XX/XXXX and spoke with XXXX ( his number XXXX ) and he told me again XXXX portion was forgiven on XX/XX/XXXX and that XXXX 's would be forgiven by XX/XX/XXXX. He said they were working on separating loans. I asked if there was anything I could do and was told " no '' _ never once did anyone tell us about the process of reconsideration that we now know Mohela had training on in XXXX for processing the direct consolidated student loans. I was also told they can't confirm a refund but maybe it could be XXXX. I was then asked " : Is that what the other person told you ''. I said " No '' because of the large difference in refund amount noted. It has then a couple times a month since that time. It was not uncommon for me to be on hold for 7.5 hours to speak to someone. Each time I spoke with someone I was told different things with the same theme being- we have an investigation, it takes a long time, we found a glitch and don't know how to fix the glitch, it could take longer than 90 business days, we are looking for a solution. I was told : '' many people in many departments are working on this. For example on XX/XX/XXXX I was told by XXXX that they were reaching out to Dept of Ed and XXXX would be on the XXXX direct to discharge and that previously there was an error in how ours was processed. I was also told that XXXX would reach out ton me to keep me informed of progress ( she never did and I was told she could not speak with me at a later date ) and then at a later date ( XX/XX/XXXX ) I spoke with XXXX who said she would update me weekly. I have heard nothing. She said they are in process of investigating. I asked for what and was told it had to do with separating loans and it was complicated. I again asked if there was anything I could do and she said " no '' - again we were not informed about the reconsideration process. by the end of XXXX I and XXXX both filed with ombudsman and I was told to do a reconsideration. A few days later I called Mohela to check on the process and XXXX told him to file a reconsideration. This was finally done approximately 4 months AFTER they had received training on the process. we filed reconsideration at the end of XXXX and in 1 week the balance of the loans XXXX was transferred to XXXX 's name on the fedaid site and my balance is XXXX. I called Mohela ( still having heard nothing of the " investigation and expedited review '' and spoke with a representative who stated he saw this and he put my name on the Direct to Discharge list. He dated he has no idea the time frame - maybe 90 days. We are writing because we have had glitches at each step and now are again nervous because Mohela has not given me an account ( as I was told they would several times ). Alternately we have not been told that I don't need an account. we just are hearing again " wait ' and we have never heard back from the review. 90 business days from the original discharge has passed and we have heard nothing. we do not trust them, they are clearly trying to draw this out with the hopes that we will give up and continue as usual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80501
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A