Date Received: 2023-02-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I submitted THREE PSLF Employer Verification Forms to MOHELA in order to verify additional employers with qualify payments under the one-time PSLF waiver. On XX/XX/XXXX, MOHELA responded to the first of my three forms, and stated the form was " missing employer information. '' It was not. I called MOHELA on XX/XX/XXXX, and I spoke with a customer support agent who manually looked at the form, and said, " it looks good to me ; I will resubmit it. '' On XX/XX/XXXX, I logged on to MOHELA 's self-service website and noticed all three of my forms were now marked as " duplicate form. '' They are not duplicates. They are THREE different forms with different employers to verify under the one-time PSLF waiver. I called MOHELA again on XX/XX/XXXX. I again spoke with a customer agent. The agent stated, " I see what you mean ; these are not duplicate forms. I will reprocess the forms. '' As of XX/XX/XXXX, all THREE employer verification forms are still marked " duplicate form '' on MOHELA 's website, and no additional action has been taken. On XX/XX/XXXX, dealing with another problem with MOHELA, I spoke with a level-two support agenda, on the customer escalation team. I asked if she could take a look at my PSLF forms too. She stated, " I will mark them for re-processing again, but they all look good to me. '' While I understand the transfer of the PSLF program from XXXX to MOHELA has taken time, and MOHELA is currently stating 60-90 wait periods, I did wait. My forms were completed on XX/XX/XXXX. MOHELA 's errors in processing them are causing delays.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela states processing time of loan documents of 90 business days from receipt. Error was made on their end and form was sent back to reprocessing. Was told will take another 90 business days likely XX/XX/2023. All other forms that were sent in have been reprocessed XX/XX/2023 ( 90 days from original receipt ). Loan forgiveness and grant approval is pending the processing of this form.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were originally serviced by XXXX XXXX. On XX/XX/XXXX, I submitted the attached form to XXXX XXXX in order to request loan forgiveness. Based on previous work experience, this would have put me at 120 payments. I called XXXX XXXX and they verified that all my employment verification paperwork was correct and that I had 120 payments required for forgiveness. XXXX XX/XX/XXXX, my loans were transferred from XXXX XXXX to MOHELA. It took approximately 3 weeks for my loan information to show up in MOHELA 's website. When the information did show up, it showed that there were 111 payments that were eligible. Payments from XX/XX/XXXX until XX/XX/XXXX are marked as " Employment Not Certified '' even though the attached document clearly states that I was employed at a XXXX XXXX during this time. Payments past XX/XX/XXXX ( XXXX XXXX XXXX ) have been approved and I have not changed employers during this time. I called MOHELA on XX/XX/XXXX to ask why the payments did not come over, and they stated to upload the PSLF Application again to their website in order to verify the form was correct. The customer service representative further verified that I had enough payments and that it was filled out correctly. I was told that it would take up to 90 business days in order to process this form. Around the end of XX/XX/XXXX, the form went from a status of " Processing '' to " Processed ''. I waited a few days for the website to reflect the additional qualifying payments, but it remained at 111 qualifying payments. They still did not count the payments from XX/XX/XXXX until XX/XX/XXXX. I called MOHELA on XX/XX/XXXX to voice my concern about the payments not being correctly applied. I stepped them through the process, and the representative agreed with me. The representative told me that it would go back into " Processing '' and would be reviewed within _another_ 90 business days. This is now 6 months of waiting on a correct form to be approved. Multiple agents have verified my paperwork and employment. Instead of processing the form, they are purposefully delaying me 90 business days whenever I speak to them. This is an unfair business practice. I have jumped through all of their hoops and my forgiveness just keeps getting pushed further and further into the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 559XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I requested that all payments be refunded that were made after XX/XX/XXXX, as per the Covid 19 law. However, I asked Mohella to process it in late XXXX of XXXX, and there were no changes. Therefore, I am unsure that the request has even been submitted to XXXX by Mohella. My loans originally came from XXXX XXXX servicing. In writing, XXXX said my requests would be passed along to Mohella. This was in XX/XX/XXXX. This was not true, according to Mohella. I attached a screenshot of the email correspondence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37601
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a student loan borrower. and graduate. XX/XX/XXXX : -I applied for PSLF, in order to take advantage of the Waiver which would count my previous employment, previous payments AND forbearances credits as stated by the federal government ( attached ). My loans are from the year XXXX all the way through XXXX. I have had many forbearances, which should be credits. XX/XX/XXXX : -I applied for IDR, to have a payment plan according to my income and within the 10 % max per pay check, as has been recently discussed by the White House . XX/XX/XXXX : -I uploaded my current employer information ( same employer that I worked for 15+ years ago ) XX/XX/XXXX : -My IDR application was cancelled. I called to find out why. The Rep. Did not know and called another dept., He came back on the phone and indicated that the other dept., was annoyed with him for calling to inquire, saying " we didn't even send her a letter yet. '' The letter would be to explain why my IDR application was cancelled by them. . XX/XX/XXXX : - I received duplicate letters ( 5 ) saying that my PSLF application was denied ( attached one ) -- -- -- - Reason given was that my current employer, XXXX XXXX XXXX XXXX XXXX XXXX is a FOR-profit -- -- -- - I also received one letter ( attached ) with a list of my previously approved employers that are NON-profits, and ironically, XXXX XXXX XXXX XXXX XXXX XXXX is at the top of the list -- -- -- - A company can not be both. So I used the PSLF Help tool ( again ) and confirmed that my employer is indeed a NON-Profit, which should qualify me for PSLF ( attached ). -- -- -- - I called and spoke with a Rep, who verified that the FOR-profit status is incorrect -- -- -- - She contacted her supervisor and they resubmitted my application -- -- -- - I waited about 90 days for that news and I have been in the process of waiting another 90 days -- -- -- - The Rep. also explained that my Past and Current Forbearance credits should be credited to my account and currently nothing has been credited to my account -- -- -- - It's been strange to see several that applied after me get approved while I go through this XX/XX/XXXX : I submitted a complaint with all this information with the XXXX, before I sought legal advice and was told that I should have submitted to CFPB to start. XX/XX/XXXX : I received a letter ( via my Mohela portal ) responding to my complaint and not addressing the actual complaint issues of ( XXXX ) my current employer being incorrectly disqualified as a for-profit, when in the same application, they were recognized as a NON-profit when I worked for them in the past. ( XXXX ) Clarity on my forbearance credits. Many colleagues that applied after I did have received these forbearance credits, and there has been no logical reason for me to not receive my forbearance credits. Both of these things were completely ignored. Without my employer not being acknowledged as non-profit, I would not qualify for PSLF. I took my current job ONLY because they were deemed eligible via the PSLF Help Tool.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I originally faxed my XXXX form to XXXX during the period when my loans were getting transferred to MOHELA ( XXXX, 2022 ). XXXX, like they were supposed to, forwarded it to MOHELA, but MOHELA sent it back to XXXX and they processed it, and sent a letter stating I had no eligible loans with them. In XXXX, I resent my XXXX form to MOHELA, which they denied a couple months later stating that the signature for the supervisor that signed my form wasn't a real signature ( which it was ). So I had to send the form a third time in XXXX. I finally hear back from them 4 months later in XXXX, and they're not counting 7 years of payments I made towards my loans in their XXXX XXXX calculations. They also stopped counting payments after the date I submitted the form, even though I'm still employed at the same business. I've also sent them a message in XXXX on a different topic and got an automated response 3 weeks later telling me to call their XXXX number. Why even have electronic support when you don't do anything with it? XXXX was much easier to work with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49441
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: opens were open fraudulently, and without my knowledge. they are affecting my day to day life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Department of Education, XXXX XXXX XXXX and Mohela My concern is related to delay in action, lack of follow up denial of student loan forgiveness. I initially applied for loan forgiveness in XX/XX/XXXX. At that time I was informed that there was a delay in getting forms processed and it would be a few months before I had any information. I was notified that despite having over 120 payments one of my employers needed to be verified by the department of education. Without any contact I was denied forgiveness and received a letter stating that I need employer verification. I resent the application with a letter from the non-profit providing additional documentation and contact the Ombudsman, whom reported I needed to wait for the department of education to review my employer. The application was denied due to needing employer verification. I resent the application with additional supporting documentation of Social Security transcripts and not have been told that the application for forgiveness was denied due to needing employer verification. For the last 3 years I have been given the same response regarding the employer. I worked at XXXX XXXX XXXX from XXXX to XXXX, they did go through a name change to XXXX XXXX XXXX and in the years since my employment have merged with another non-profit. I have provided letters from the leadership explaining the changes and confirming that I did indeed work at the XXXX I have provided social security records from the time of the employment and have submitted the correct application for forgiveness. At this time I have nothing else to provide. I am requesting that the documentation provided that shows my work at the XXXX be reviewed and my forgiveness application be reviewed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80205
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the PSLF relief in XXXX and was told I would have an answer in 10 days. I went back to check and no change for months. Suddenly after XXXX it said application canceled due to duplicate. There was no duplicate info. When I call I get different answers. I dont understand why this has taken 7 months and we have gotten no where and the customer service reps cant give me consistent information. All forms have been submitted correctly and then they just deleted my application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good evening : I am I am writing this unassisted, please forgive any misspeling that is not caught by spell check. My caregiver is not able to help at this moment. I have submitted information that I have not been able to work for the past year, and that I have been decared as TPD by the XXXX and XXXX the State of Nevada PERS division XXXX I am drawaing a pension from the DOD and the State of Nevada. I am pending SSDI/SSA. I am writing again to advise or trying to clarify what inforamatin yyou may need, I have short term memory issues. Please forgive me that if iI do not write thej down they are gone if I do nto commit them to long term.l I do my best ; I do not want to provide anyone wityh wrong information. However the increased amount of the forbearance is concernin g to me, i did not ask for the forbearance but rather if this loan could be considered for cancellation or discharge-if it can not a simple yes or no answer is all I need rather than a run around and a forbearance of a year and increase interest. I have ben burned by XXXX XXXX in the past while on XXXX XXXX. I can not express the deepest concern and frustration aboutt this situat8ion and potention others that maybe in this situatiohn. Yes, I applied for this loan- I can only afford the amount that I agreed to because of the therapy that I am in-the forberancec and the increased interest that this places-thus the small payments thatt I am paying which i hope to XXXX i understood. The lack of communication about what this was about and the potential situation that this is in. The massive csr turn around calls that refer me or my caregiver to nel net- i am very confused. If this loan is NOT eligible for forgiveness/cancellation/discharge at all and I mean at all. Please do NOT lie. I have not lied to you about my situat8ion,, that I have not worked, that I am XXXX and that I have submitted my entire medical file for review which is very invasive. I ajm very and more than willing to cooperate but I feel that talking to anyone i get stuck in que upon que, per my last notes I need to submi a statement that I will not be filing taxes that my income from the VA is non taxable. See : I.R.C. 104. Military XXXX payments are nontaxable. Regardless of this situatin, all of the thihn going on in the world or in everyone 's life. Please all I ask is, 1. ) Do I need to pay the aggreed amount of XXXX or more? 2. ) Is this loan viable for discharge/cancellation/forgiveness? XXXX. ) What additional information do you need at this time? Please note : I will be sending a copy of this information to the BBB, CFPB, and the Student Loan Ombudsman. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A