Date Received: 2023-03-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing about my experiences with the Public Service Loan Forgiveness program. I have worked full-time in higher education for over ten years. I submitted my first PSLF application in XX/XX/XXXX. I made my XXXX qualifying payment in XX/XX/XXXX. One year later, on XX/XX/XXXX, my qualifying payment counts were finally updated to indicate I was eligible for forgiveness. To get to this point, I had to call XXXX XXXX XXXX times, spending many hours on hold. I also had to submit written documentation of payments for XXXX months that were not counted appropriately. Earlier in XX/XX/XXXX, I also received notification that my loan servicer would change to MOHELA in XXXX, XXXX. On the day the XXXX website indicated I was eligible for forgiveness, I called XXXX for an eighth time. After spending two and a half hours on hold, I was able to speak with a representative. I asked them if my loans would still be transferred since the website indicated I was now eligible for forgiveness, and I asked how long it typically took to process forgiveness. I was told that there was nothing I could do, that my loans would be transferred no matter what, and that processing forgiveness was now in the hands of the Department of Education. I was also told that the Department of Education had six months to approve forgiveness, but beyond that, there was no way to predict when my forgiveness would be processed. This response worried me greatly, as I was concerned that the transfer to MOHELA would mean a significant delay in forgiveness processing. I write to you now six months after that phone call. My loans were transferred to MOHELA in XXXX XXXX. My correct payment counts showed up on their website relatively quickly, and I held out hope that my forgiveness would be processed soon and I could be rid of this albatross around my neck. Over the past six months, I have called MOHELA four times, spent over five hours on hold, and received almost no helpful information whatsoever. I called in XXXX to ask if any additional information was needed from me, and I was told they had everything they needed. At the end of XXXX, two months after the transfer and having heard nothing about my forgiveness application, I called again, asking if there was anything I could do to move the process along. I was told no. My most recent call was on XX/XX/XXXX. I asked if the information I was given before, about the Department of Education having six months to approve forgiveness, was correct. The MOHELA agent told me that while it takes at least 90 days, she could not provide a maximum amount of time it may take. She also told me that the transfer from XXXX to MOHELA caused a delay in processing. I asked if there was any way for me to contact the Department of Education directly, and she said no. The agent told me that applications for forgiveness were being processed on a first in, first out basis, based on when a person made their 120th payment. She also told me that they did not even submit my application to the Department of Education until XXXX, despite the fact that my loans were transferred to MOHELA in XXXX. After this phone call, I read on an internet forum where PSLF applicants discuss their experiences that this is not at all the case. There were many posters on this forum who made their final payments AFTER my own, and submitted their PSLF application long after I did, yet they received forgiveness before I have. In summary : I made my 120th qualifying payment for Public Service Loan Forgiveness eighteen months ago. The fact that public servants have to wait this long for the government to fulfill a promise is nothing short of a national embarrassment. The administration of PSLF is shockingly bad. The process is completely opaque and there is no accountability. Since I made that last payment in XXXX of XXXX, I have spent hours of my life trying to get information about the status of my application from servicers who have repeatedly given me inaccurate information, if they provide any information at all. The student loan servicers dont seem to have any interest in actually helping people get their loans forgiven. I am writing to you for help in finally getting my own loans forgiven, but also to add another data point in the larger picture of the debacle that is the Public Service Loan Forgiveness program. My story is not unique.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 948XX
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I faxed applied for the Public Service Loan Forgiveness Program ( PSLF ). XXXX processed the application. My application included 4 employers which Mohela approved as qualified employers. On XX/XX/XXXX, they noted they consolidated part of my loans ( {$90000.00} ) and sent them to Mohela for servicing in relationship to the PSLF Program. I called XXXX to find out how I could get all of the loans included. A representative at XXXX advised me to apply for a loan add-on to include all of my student loans. Attached is correspondence from XXXX from XX/XX/XXXX stating that XXXX approved the add-on & would send the updated loan amount {$130000.00} to Mohela. I also also asked when I would receive an accurate payment count. I was told that to wait 30 business days. On XX/XX/XXXX Mohela acknowledged they had the first loan consolidation, the work verification forms ( attached ), and noted my payment count was at 2 ( attached ). I called Mohela about the loan add-on and payment count. They requested that I wait 30 business days for an update. XXXX has insisted since XXXX that Mohela has the corrected loan consolidation amount of {$130000.00}. However Mohela states that XXXX never sent them the loan add-on and has never updated the loan amount from ( {$90000.00} ) or the payment count from two, despite acknowledging they received verified work statements from each of my employer, and re-verifying the work information w/me. I called Mohela w/a representative from XXXX on the phone, but we were left on hold for over an hour before the call was disconnected. I have spoken to MOHELA over the phone several times since this call. Different managers from Mohela have verbally told me my loans only had 2 payments left, or that I have 0 payments left. I asked how the deferments or forbearances would impact the loan. I have been told that they would, and that they would not. I have ben told that the add-on had been forgiven without the original consolidation, etc... but none would not provide paperwork to verify anything that was stated. Each time I am told to call back after 30 business days. On XX/XX/XXXX I filed a complaint with the XXXX XXXX XXXX On XX/XX/XXXX They responded to the complaint, but did not address any of the questions I asked about my payment count or the what the total amount of my loan should be, On XX/XX/XXXX Mohela sent me correspondence stating that did not include the XXXX XXXX XXXX as an qualified employer, despite previously stating on the paperwork that I previously submitted that the XXXX XXXX XXXX XXXX was indeed a qualified employer. My application stated that I worked from XX/XX/XXXX to XX/XX/XXXX, and was signed by an HR Specialist named XXXX XXXX XXXX However, when processed, MOHELA wrote the dates in incorrectly. In one call they asked me to verify the dates over the phone, and I provided the same ones on the application I submitted. Now this employer is not listed as an eligible employer which would reduce my payment eligibility by at least 18 months. I would like to understand why this employer was removed as an eligible employer from my application. On XX/XX/XXXX, Mohela acknowledged verbally that they received the loan add-on but that now it would talk 90 business days my application to be processed. They also stated that they would have to reverify the XXXX XXXX XXXX XXXX as an employer despite sending me a copy of my application that has the XXXX XXXX XXXX XXXX listed as an employer with the correct dates of employment. Once reverified, they said it would take 90 days from the date they reverified my employer to process the loan. While on the phone, I received two emails with attachments of correspondence MOHELA stated they sent to me. The first stated that the amount of qualifying payments I made was 2 ( I received that one in XXXX ). The second stated I made 7 qualifying payments ( Dated XX/XX/XXXX ). When I logged in to Mohela 's account, it states I have made 0 qualifying payments. When I asked for clarity on why my payments had been reset to 0, they noted that occured because of the update to the loan amount. When I asked why the time span had increased from 30 to 90 days, the call was disconnected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47403
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Original complaint was summited against XXXX XXXX AGAIN accounts/ payments do NOT match what was submitted I'm not sure the purpose of CFPB if you don't do anything. MOHELA still has total count of payments wrong they advised me, that someone put in the wrong date?!? No worries its just a loan forgiveness. Contacted MOHELA on XX/XX/ and they advised me they would fix the payment count in 5-7 days I also uploaded my new certification cause i have 116 payments out of 120 SAYS 90 days to PROCESSS?????????? 3 Months to see if your loan is ready to be forgiven?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The PSLF policy was changed on XXXX XXXX XXXX I applied for PSLF on XX/XX/XXXX. Per the Federal Student Aid website, If you made more than 120 payments on an existing XXXX, you will get a refund for extra qualifying payments you made. I have continued work for a PSLF qualifying employer since XXXX & have made monthly payments on my XXXX since XXXX, putting my number of qualifying PSLF payments well over 120. On XX/XX/XXXX I was informed that my loans were being transferred from my current loan servicer, MOHELA, to XXXX, the PSLF loan servicer at that time. My payment history w/ XXXX was only from XXXX to the present ; XXXX was missing ( loan servicer XXXX was XXXX ). I received notice from XXXX on XX/XX/XXXX that the remaining balance on my loans had been forgiven. In XX/XX/XXXX, I received a PLSF Refund check for {$4600.00}. This was much less than expected. As a result, on XX/XX/XXXX I began to try to investigate. Since then, I have spent countless hours on hold & being transferred from place to place. I have filed 2 complaints on the FSA website where I requested a detailed summary of my loan payment history & list of qualifying PSLF payments. There were many payments that were not counted/missing from XXXX. I complied a ~50 pg. packet of proof of payment & a letter of explanation & sent certified mail on XX/XX/XXXX. Since first applying, my loans have been transferred from MOHELA to XXXX ( previous PSLF loan servicer ) & back to MOHELA ( the current PSLF loan servicer ). It has been almost 1.5 yrs & I have been spinning my wheels trying to get fully reimbursed. There is little to no communication from any of the loan servicers mentioned above & I am extremely frustrated that I have spent countless hours on hold, being transferred from place to place, copying billing statements, etc. & there is still {$16000.00} that Im owed. I'm to the point of seeking legal counsel for help & it should not come to that. This month, I have also filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX, the Ohio Attorney General 's Office, and the Federal Trade Commission. To date, MOHELA responded to the XXXX stating that they would contact me directly, which they have falsely told me many times before. When I rejected their response the XXXX closed this complaint due to MOHELA making a " good faith effort '' even though there is no time frame provided for when they will reach out to me and it has been 1.5 years since first applying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44281
Submitted Via: Web
Date Sent: 2023-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/2022 I requested a full refund on any applicable student loan payments made during the federal pause ( XXXX ), in accordance with the CARES Act. MOHELA, my student loan service provider has yet to provide any indication of the status of reimbursement and has not provided any response since the initial inquiry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92243
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Hello, Effective XX/XX/XXXX my student loan balance was waived through the MOHELA student loan servicing provider under the Public Service Loan Forgiveness Program. The problem is MOHELA has not reported that my student loans have been forgiven to all of the credit bureau reporting in the United States including XXXX, XXXX, and XXXX. I emailed MOHELA through my online account on XX/XX/XXXX asking when MOHELA was going to report this new financial information to the XXXX, XXXX, and XXXX. Their response is they report every 30 days, but I have not seen this change or update on my credit report. I would really appreciate it if MOHELA lets XXXX, XXXX, and XXXX know that I no longer have this debt. Thank you, XXXX XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I can't reach a supervisor to discuss issues with my PSLF forgiveness. Mohela shows my forgiveness only going back to XX/XX/XXXX when it should go back to XX/XX/XXXX. This has caused my PSLF payment count to only go from XXXX/XXXX to XX/XX/XXXX. My loan has been forgiven but if my payments were properly accounted for, forgiveness should be from XX/XX/XXXX to XX/XX/XXXX. That would mean any payments after XXXX would be refunded. I've tried calling Mohela several times to discuss this with them but whenever I contact them and get transferred to a supervisor I either get disconnected or wait on hold for hours and no one picks up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 523XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Employment verification forms were submitted in XX/XX/XXXX and was told it would take 90 days to process. These forms were improperly flagged as duplicate forms and not processed towards the end of the 90 days in XX/XX/XXXX. I called MOHELA to correct them and they put it back in processing but was told it would be another 90 days to process that form despite this being an error entirely on their part. I would like proper processing of my employment verification form and for my payment counts to reflect that the time period from XX/XX/XXXX to XX/XX/XXXX where I was in forbearance under a qualified employer- as promised under the limited waiver.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46203
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: -I filed a PSLF certification in early XXXX with XXXX XXXX. That certification was completely ignored and my loans transferred to MOHELA. -I re-filed the same form ( " first form '' ), plus an updated form from my current employer ( " second form '' ) on XX/XX/XXXX. I was informed that the process would take up to 90 business days to process. -On XX/XX/XXXX, my forms were " processed '', per the MOHELA website and a letter was to be sent. I never received a letter. -I called on XX/XX/XXXX and the customer service representative could not offer a reason why, despite being " processed '' my account had not been updated and no letter had been sent, so she said she was going to ask them to take another look. She posited that the " second form '' may not be accepted due to the electronic signature ( which is incorrect, as the signature is the HR representative 's actual written signature, just in electronic form. ) The representative told me to call back in about a week to see if they could push things along, but she could not make a guarantee on the timeline. -On XX/XX/XXXX, I resubmitted the " first form '' ( now for the third time ), plus an updated form from my current employer ( " third form '' ), with a hand-written signature, just to cover my bases even though I believe the " second form '' should have been accepted. -On XX/XX/XXXX, I called to find out the status, and was told MOHELA XXXX completed '' the process of reviewing my application within the 90 business days of XXXX, but they are now entitled to another 90 business days for " review. '' I told them that they DID NOT complete my application review from XXXX, and that giving themselves another XXXX business days to re-review makes no sense given they didn't complete the review the first time and never updated my account or provided me with a decision on my certification forms within the original 90 days. I asked to speak to someone further. -They defended themselves saying they are busy and they make mistakes and told me nothing can be done. They then, without telling me what they were doing, left me on hold. At this point, I have well over 120 qualifying, certified months of employment and am entitled to loan forgiveness. MOHELA is intentionally delaying this process, entitling themselves to unnecessary time to " complete '' then " review '' an application ( 180 business days total to give ANY answer, not even counting the first three months the first form was lost between XXXX and MOHELA ), likely in the hopes they can profit from the end of the student loan pause for people who should have XXXX balances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had 119 months of XXXX XXXX employment certified through XXXX XXXX while my loans were being serviced by XXXX XXXX. My loans were then transferred to Mohela. I provided an additional employment certification form to them for the month of XXXX XXXX on XX/XX/ XXXX. I provided the form by mail, fax and uploading it to their website due to having prior issues with documentation with XXXX XXXX XXXX. The form was received. On the Mohela website under form status it indicates it has been processed and to expect a notice within 7-10 days. That was weeks ago and I have not received anything in the mail and the website does not reflect any additional information. I have spent hours on the phone with customer service to try to get additional information or an understanding of why my count has not been updated to reflect 120 qualifying payments or why my loans have been forgiven at this time. It is literally paperwork for one month! My employment has been the same for the past 2.5 years. I work for XXXX XXXX XXXX. When I am able to speak to someone at Mohela, they do not provide any specific information about my account. They repeat information to me from a script and keep repeating that there is unprecedented interest in public service loan forgiveness. When I asked to speak to a supervisor, I was then put on hold for an hour and eventually I had to hang up. I have emailed them, I received a response indicating a request was put in for someone to contact me and no one has reached out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A