Date Received: 2023-03-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I contacted Mohela on XX/XX/XXXX to request refund of COVID payments that were made during the COVID forbearance. They sent a response apologizing for not answering my request and asked me to call if it has not been resolved. I am unable to get through via phone and it has now been 4 months without be resolved. I sent them the following message : I am writing to request a refund of payments I made during the COVID forbearance. These payments include the following months : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. These 13 payments were made direct debit from my account. Please send refund asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela did not process all of my PSLF applications. 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. I have attached a copy of each of the applications that were either not processed or processed incorrectly. Personal information has been redacted for security purposes, but the information was present when submitted to Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loans were consolidated into a direct loan in XX/XX/XXXX. They were serviced by the now XXXX XXXX. In XXXX they were then transferred to mohela. Mohela seems to have lost any and all records of my payment history prior to them taking over servicing of the loan. These missing payments have caused me to lose out on a significant refund on my student loan payments as part of the tepslf program. I've tried numerous times to get this information and they tell me there is nothing more to do. I've reached out to Ombudsmen, my congressman and other servicers and this problem still persists. I've been working on getting answers for nearly a year but no one can answer my question, where is the verification of my payments? Please help or direct me to someone who can! Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for a Parent Plus Federal loan in the amount of {$17000.00}, and then cancelled it with my son 's college in XXXX XXXX within an approved timeline. I didn't need it and paid tuition with my own funds instead. On XX/XX/XXXXXXXX XXXX the college ( the XXXX ) sent me the confirmation with all the supporting documentation as proof of the Parent Plus loan cancellation. The loan was never disbursed and was promptly returned by the XXXX. On my Mohela account, the loan didn't show as canceled and continued to display a full amount of {$17000.00}. I've made a call to Mohela on XXXX XXXX XXXX at XXXX and spoke with XXXX of their reps. They told me they weren't able to see the cancellation and that I had to talk to the XXXX as they were the ones that had to cancel. I explained that I've been in contact with the XXXX and that they had sent me proof of the cancellation in XXXX and that Mohela had to process it. The rep said that they have had some delays but if the cancellation had been done, they'd process it before XX/XX/XXXX. By XX/XX/XXXX, my loan was till showing on Mohela. On XX/XX/XXXX, I uploaded all the supporting paperwork I received from the XXXX on Mohela 's website. To this day, it's still in the processing stage. I was also in an ongoing communication with the XXXX and received multiple documents and emails from them showing proof of the loan return. They also said that it appears that the loan cancellation had been stuck at the servicer 's level- Mohela 's - and that the ticket was created to speed up the case and it should all be resolved by the end of XXXX. On XX/XX/XXXX, Mohela sent me a message to my account mailbox with the repayment plan on this loan. My canceled loan is now in forbearance until XX/XX/XXXX. The repayment plan was generated on an undisbursed returned loan. I called Mohela again on XX/XX/XXXX twice and was put on hold. After an hour and a half of waiting time, no one answered the call. I emailed Mohela on XX/XX/XXXX, but have not received a response. There has been no resolution and/or any communication from Mohela since XX/XX/XXXX up to this day, XX/XX/XXXX. It has been 5 months. All the paperwork and communication screenshots are attached below.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2023-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I can not get ahold of anyone at MOHELA. Calls placed are never picked up, but will be placed on hold for extended periods of time ; in my experience, up to two hours. I have called MOHELA repeatedly and never been able to speak with anyone. They are responsible for serving all Federal loans and I can not get through to speak to anyone who works there regardless of when I try. They excluded a PSLF-eligible employer from my student loan payments and I can not get more information on how to rectify. All I can do is log into their website ; I have no means to get this issue resolved or to even begin asking questions. I have no recourse and MOHELA is actively working against me as a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2023-03-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX, To whom it Concerns, my account number is XXXX. I called Mohela on XX/XX/XXXX and spoke with a manager. She stated that I need to upload my Public Service Forgiveness Form showing my Employment Certification for them to continue to count my payment for forgiveness. I upload the form on XXXX XXXX showing that I have been with my current federal employer since XX/XX/XXXX. She stated that they would start counting my payments immediately after I upload my PSLF. She also stated that they would contact my previous servicer ( XXXX ) to see if I had additional payments that could be applied towards the 120-payment amount needed for loan forgiveness. I called today, XX/XX/XXXX, and spoke with XXXX, and she said that she did not know if the manager had contacted XXXX for additional payment information that was missing from Mohelas records. She transferred me to a manager. I was on hold for over an hour. A manager never picked up and the phone hung up. Each time that I call Mohela, I am left on hold for extended periods of time. Over 2 hours or more. My account shows that 7 Loans ( 2 Direct Consolidated Subsidized Loans totaling {>= $1,000,000} ) and 4 Direct Loans Unsubsidized totaling {$150000.00} ) have 115 Qualifying Eligible Payments and twenty-six that need Employment Certification. My account shows that I have 141 Eligible Payments. These loans should be forgiven immediately because I have previously submitted my Employment Certification to Mohela. Please see the attachments below. I am presently on hold right now to speak with a manager and have been on hold for over an hour. They allow 30 days to count the payments after the PSLF application has been submitted. As of today, they have not started counting my payments. The payment count process should be completed on XX/XX/XXXX. I am requesting my student loans mentioned above be forgiven under the PSLF immediately. If you have any questions, please don't hesitate to contact me at XXXX or XXXX, or XXXX. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing with a concern about a lack of transparency in the transition of my student loan from once servicer to another. I am a nurse practitioner working at a rural health family medicine clinic in XXXX XXXX, NM. Also, I am very fortunate to have qualified for a student loan repayment program through the Department of Health and Human Services. I have continued to make regular payments on my student loan during the student loan payment pause due to the Covid-19 pandemic. Previously my student loan had been serviced through XXXX XXXX. Two weeks ago this was transitioned to Mohela. On transition of my loan service agency I noticed the balance increased by >10 %. I was not able to obtain any concrete information as to the source of this increase in amount owed from Mohela representative ( XXXX # XXXX ), and when I sought information about this from previous servicer XXXX XXXX, I was told information will take a special request and be provided in 3-5 days via email. Via the XXXX XXXX website and according to the representative ( see attached chat log ), no payment history last 12 months, no balance information, including any information on accrued unpaid interest or total balance at the time of transfer to new loan servicer, are available except by special request due to the transition of my loan to a new servicer. Records are kept, but they are not readily accessible. I am concerned the lack of transparency and accountability in this transition leaves ample opportunity for fees and adjustments to be made that do not reflect actual balances. Im concerned the staff of either service agency have not been able to tell me why this adjustment was made. The Mohela representative ( XXXX # XXXX ) speculated it may reflect unpaid interest from prior to XX/XX/2020. However, no unpaid interest or other fees/charges were listed during the student loan payment pause on regular review of my account and balance via the XXXX XXXX website, and I am not able to confirm whether any unpaid interest was due via the chat with XXXX representative. Please note I have been working diligently and proactively to pay down my student loan balance even during the payment pause, and I absolutely would have directed my regular payments toward any unpaid interest in an effort to avoid future capitalization. In every other area of financial life balances and fees are clearly visible to promote accuracy and accountability of all involved parties. If unpaid interest was present, it was not visible to me. I encourage this type of information to be readily visible and accessible, with records mandated to be maintained and readily available online to borrowers via any student loan servicing agency in an effort to promote ethical treatment of people serviced by these agencies. Otherwise unethical reporting of balances/fees and adjustments may be the norm, and victimization of student borrowers may be usual practice. In addition this directly diverts and wastes the funding from the Department of Health and Human Services program I am so fortunate to participate in. I appreciate your attention and any assistance or thoughts on this matter, and am available to answer any questions about my specific situation. I have requested the payment history, any unpaid interest, and amount of transfer from XXXX XXXX, but unfortunately this is pending. In the meantime my balance is simply higher without any explanation. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am enrolled in the XXXX XXXX XXXX XXXX program. For the past XXXX years I have been certifying my employment, annually, with my qualifying employer. As required by the XXXX program, I have now completed over XXXX months of work at my qualifying organization. My loan servicer, Mohela, has verified XXXX of those payments. Now that I have literally only XXXX payments for them to verify, Mohela claims that it will take them well into the summer to verify these payments. I find this completely unacceptable, especially as Ive been diligently verifying these payments over the past XXXX years, being told each year that doing so would help my loan servicer process everything faster at the end. Whats worse, because of the XXXX law, I have to stay employed at a qualifying organization not just while making the XXXX payments, but also until those payments are reviewed and forgiven. I am therefore completely at XXXX whim until they decide to review and process these XXXX simple payments, which as they claim could take well into the end of summer. This timeline is ridiculous ; Mohela is putting my life, and the lives of thousands of others engaged in this process, in complete limbo, XXXX and waiting, hoping, for them to speed things along.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted XXXX on XX/XX/XXXX for 3 employers. On XX/XX/XXXX I received a letter saying that 2 of my employers had been certified. I did not receive any information on my 3rd employer ( XXXX XXXX XXXX XXXX. All 3 ECF 's were submitted and received as one PDF so they all should have been reviewed/approved. I called on XX/XX/XXXX and asked about the 3rd ECF. They said that it was reviewed and denied on XX/XX/XXXX which was when account was tied up in consolidation so it caused an issue. She said that she saw no issues with the ECF and would put in for review within XXXX business days. I waited XXXX business days as well as 90 business days from original submission on XX/XX/XXXX and have not received any information on this ECF ( including information when it was denied on XX/XX/XXXX ). This was my longest employer and would have ensured employment verification for PSLF. It appears that MOHELA did this as a delay tactic to delay forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XXXX, XXXX, I requested a refund of payments made during the XXXX forbearance from my servicer XXXX that the company never filed. On XX/XX/XXXX, I contacted my current servicer, Mohela, for a refund. I filed CFPB complaint # XXXX on XXXX and on XXXX, Mohela sent a letter stating that it had been sent to the Treasury for XXXX and that I would receive a check within 30 days. On XXXX, my student loan balance went up reflecting the refunded amount being applied back to my account. It's XXXX, and I still have not received a check. I finally reached out to my XXXX who contacted the Department of Treasury for me to check on the status. The response to their office was that Treasury had not received the request ( language copied from email ) : When a payment does not appear in XXXX, it means payment instructions have not yet been transmitted to XXXX. The forbearance payment promised by Mohela is still with Mohela or whatever agency would transmit the payment instructions to XXXX. You will need to redirect this inquiry to determine when payment instructions will be transmitted to XXXX. I can not get an answer from Mohela has to how long it takes Treasury to receive information to issue a check but 2 months seems excessive. It appears that the problem is on Mohela 's end, not on Treasury 's.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A