Date Received: 2023-03-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is not even processing my XXXX application. They are closing it as a duplicate or canceling it. There isnt a duplicate or at least an approved one so this pushes the processing time even further due to their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a PSLF form on XX/XX/XXXX. On XX/XX/XXXX I was notified by MOHELA of an error in my employer 's signature and was asked to resubmit. I submitted the correct signature required that same day, XX/XX/XXXX. On XX/XX/XXXX, I called MOHELA to confirm that the XX/XX/XXXX signature was sufficient for processing. The rep confirmed that the signed form submitted on XX/XX/XXXX was acceptable. To be safe, I submitted another PSLF on XX/XX/XXXX with a note that it was a correction to the original form submitted XX/XX/XXXX. On XX/XX/XXXX, I called again to confirm that the form submitted on XX/XX/XXXX was admissible and to see if there was any way to expedite the arbitrary and egregious 90 day processing time. At this time, the rep I spoke with informed me that the XX/XX/XXXX form was incomplete and therefore not acceptable. I told him that the rep I spoke with on XX/XX/XXXX confirmed that it was, and I requested to speak with a supervisor to make sure. MOHELA reps do not have consistent information and the company itself shows blatant disregard for student loan borrowers. There is no incentive for them to process PSLF applications in a timely manner since they are compensated for servicing the millions of dollars in loan balances that they hold. With electronic forms and technological advancements there is no reason why it should take at least 90 business days to process a form. I'm requesting assistance from the CFPB because this process is intentionally cumbersome to the consumer and limits the borrower 's ability to seek jobs outside of the non-profit sector and earn competitive wages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive been waiting so long to get updated payment count. Before loan was transferred it was at XXXX and not it is at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85120
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since submitting my TEPSLF forms in XX/XX/XXXX, I have regularly followed up with my loan servicer, Mohela. On XX/XX/XXXX, I received notification that all of my forms were reviewed and processed, and my qualifying payments would be updated. I also called and confirmed with a representative that all of my forms had been approved for the listed dates, which totaled over the 120 months required for loan forgiveness. However, one of the files I had uploaded contained two forms, and it was not entered correctly. A call to a representative resulted in the form being resubmitted for another review to ensure that both employers ' dates were added to my qualifying payments. On XX/XX/XXXX, I received a message that my approved dates had been added, but only 95 and 112 qualifying payments were added. Of the two loans listed, the one given 95 qualifying payments is eligible for 122 payments, and the loan given 112 is eligible for 139 payments. When I called to find out more, I was informed by Mohela that they would continue to enter additional dates, as many of the dates from my approved forms had not yet been added. I once again called on XX/XX/XXXX to find out why no additional dates had been added to my account and my resubmitted form had not yet been processed. The representative told me she would submit an expedited form that should take 3-5 business days at most to ensure that all of my approved dates would be added and the resubmitted form would be processed. As of tonight, five business days later, my resubmitted form still says it was cancelled and nothing has been updated on my account. I have spent well over a decade working in public service and would like to have my loans processed and forgiven so I can move forward with my life goals.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Requesting for student loan information, late payment history, etc to be removed from credit report this debt has been written off
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15146
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX, my rights have beem violated 15 USC 168 Section 602 states that I have the right to privacy 15 USC 1681 604A Section 2 : It states a consumer reporting agency can not furnish a account without my written instruction. 15 USC 1666b : A creditor may not treat a payment on a credit card account number an open and consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I would like to file a complaint against Missouri Higher Education Loan Authority or MOHELA for not processing my application for Public Service loan forgiveness despite qualifying for the program and submitting the appropriate application ( s ). I have worked for a not-for-profit organization as a physician for over 10 years. I now qualify for federal loan forgiveness under the I have applied multiple times for the Public Service Loan Forgiveness ( PSLF ) program ( XXXX of the required XXXX payments ). Unfortunately, MOHELA has not been able to appropriately process my application ( s ). MOHELA has still not processed my application submitted XX/XX/XXXX, despite indicated this would take <90 days to process. I have contacted MOHELA on several occasions, but have not been able to make any progress. I was most recently in contacte with a MOHELA operator on XX/XX/XXXX and was provided with misinformation : the operator indicated that MOHELA does not accept digital signatures on the application. I pointed out to them that the Federal student aid website from the department of education indicates that : " How to Submit the PSLF Form A reminder about digital signatures : Digital signatures from you or your employer must be hand drawn ( from a signature pad, mouse, finger, or by taking a picture of a signature drawn on a piece of paper that you then scan and embed on the signature line of the PSLF form ) to be accepted. '' The signatures on the form meet this criteria. I am concerned about the length of time that it has taken to process my application, and that I technically qualify for loan forgiveness, but have encountered incompetence on the part of MOHELA staff resulting in their inability to process my application to clear my loan. I purposely chose to work for a not-for-profit for the past 10 years so that I could ultimately qualify for loan forgiveness under the PSLF program. I had the option of working for a private hospital group and making a much higher salary, but chose to pursue the PSLF route instead. Now that I have worked for a not-for-profit for XXXX years and qualify for loan forgiveness under the PSLF program, I find it demoralizing that MOHELA is not able to appropriately process my application in a reasonable amount of time, as per their duty.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
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 have violated my federally protected consumer rights to privacy and confidentiality. 15 U.S.C. 1681 section 602 A : state I have the right to privacy 15 U.S.C 1681 section 604 A section 2 : also states a consumer reporting agency can not furnish an account without my written instructions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have submitted twice already the documentation for my loan to reflect that the institution is qualified for student loan forgiveness. This is all I am pending for forgiveness. I started this process for student loan forgiveness a year ago and am still stuck in pending land. My husband is in the same situation and is actually worse off bc they initially lost his transfer to Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My federal student loans are held my MOHELA. On XX/XX/XXXX, I submitted a XXXX Application to MOHELA, asking for XXXX certification of my federal government employment from XX/XX/XXXX to the present ( XX/XX/XXXX as of the date of submission ). See attached XXXX application, downloaded from my MOHELA " Documents Received '' tab. On XX/XX/XXXX, I used the MOHELA online webchat feature to contact MOHELA because I saw that my XXXX Application, dated XX/XX/XXXX, was processed ; however, no other information was on my account ( i.e., no updated payments, no letters, notifications, etc. ). During the chat session, the MOHELA representative informed me that MOHELA denied my XXXX application on XX/XX/XXXX. I asked the MOHELA representative what was wrong with the application. The MOHELA representative reviewed my application and determined there were no errors ; she also indicated she would submit a discrepancy report, asking for my form to be reviewed. She informed me that review could take up to 30 days. See attached webchat transcript. This is unacceptable. I submitted my XXXX form nearly four months ago, and now MOHELA can not even process the simple two page form correctly. I am due to have my loans forgiven once this XXXX application is properly processed, and MOHELA is delaying my forgiveness due to its own careless handing of my student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A