Date Received: 2023-02-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had my Federal Student Loans transferred to MOHELA in order to participate in the Public Service Loan Forgiveness ( PSLF ) program. I have submitted all relevant Employer Certification Forms ( ECF ). Despite following all of the required steps, I am continually having my forms rejected for some random, or even unknown reason. I was actually told by a customer service representative who looked over the forms as I was on hold that, " there doesn't seem to be anything wrong with them. '' This interaction led to the form having to be " reprocessed '' and would take 90 business days. It is completely unacceptable to have completed documents " reprocessed '' based on errors by this company, who was selected to manage these accounts. Tax payer funds being spent on what seems to be an in ability to meet the needs of student loan borrowers ; is extremely frustrating and inconvenient. My forms for submitted by me directly from the National Archive and Records Administration, complete with stamps and all. There is a problem over at MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80016
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela sent me a message saying Ive been removed from my income driven repayment plan and as a result will no longer qualify for PSLF because I did not recertify my income and put my payment amount at almost XXXX a month and back on a standard plan. This is completely inaccurate and is causing me mental anguish. No one was required to recertify during the pause and no is required to certify income at this time. Mohela refuses to correct their mistake and insists I need to recertify and thats the only way this can be corrected. Mohela is causing me unnecessary stress by giving false information and completely screwing up PSLF. I want to be placed back on my correct payment plan that I had with XXXX before the transfer. I want Mohela to do its job correctly. This is disgusting and scammy behavior by Mohela and Im sure this is happening to other people and cashing needless stress and panic. .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07032
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am on XXXX XXXX with the XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and I am having trouble with my loan servicer, Mohela, updating my Public Service Loan Forgiveness ( PSLF ) employment certified form ( ECF ) payment period counts. Currently Mohela lists me as having XXXX ( out of XXXX for PSLF ) eligible payment periods for forgiveness. In XX/XX/XXXX, I submitted a new ECF form ( form XXXX attached ) signed by the XXXX to bring my certified payment periods from XXXX to the required XXXX. Mohela took several months to process the form, and then declared it a 'Duplicate Form ' and did not update my payment counts. I called Mohela in XX/XX/XXXX to inquire as to what happened, and they said the erroneously marked it as duplicate. This reprocessing showed on my online account. In XXXX the re-submitted form still showed as processing. In XXXX it still showed as processing. At that time, in XXXX, I had 10 months of PSLF eligible payment periods that were showing in my Mohela account as 'not employment certified '. So, I decided to submit a new ECF form ( Form XXXX ) signed by the USPHS to cover my employment period through XX/XX/XXXX. In XX/XX/XXXX, Mohela erased my re-processing form from my 'Documents Recieved ' online status page, and marked my new ECF from XXXX as a duplicate form. My PSLF certified payment count remains XXXX, when it should now be XXXX. I called Mohela, and they said the new form was once again marked 'Duplicate Form ' in their error, and they they would 'expidite ' the reprocessing within 30 days. I have been eligible for XXXX since XXXX of XXXX. Since then, Mohela has made two errors in processing my ECF forms by marking them duplicates and neglected to finish re-processing a form that they said they would reprocess because of their own error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21212
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan servicer is Mohela. On XX/XX/XXXX, I submitted a Public Service Loan Forgiveness Certification & Application which should have resulted in the forgiveness of my student loans. I was at XXXX qualifying payments for Public Service Loan Forgiveness but had qualifying payments for XX/XX/XXXX to XX/XX/XXXX that had not yet been counted. These payments would bring my total to more than XXXX qualifying payments. I have worked for the same non-profit employer since XX/XX/XXXX. However, Mohela processed my application without counting any payments from XX/XX/XXXX to XX/XX/XXXX and my count was updated to XXXX and XXXX qualifying payments. I contacted Mohela and all they could do was resubmit the same form and tell me to wait another 90 business days for the form to ( hopefully ) process accurately. This error is keeping me from being able to purchase a home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61611
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: It is showing I am late on my student loans. I have not been late. It also has 4 closed accounts under dept of ed/XXXX I do not know who this account is. I did try calling XXXX XXXX, and they directed me to Mohela whom said I would have to speak with XXXX and could not assist me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06492
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a federal employee working towards XXXX forgiveness for my federal student loans. I typically submit an employment certification form ( ECF ) each year in order to have my payment count updated. This was my first year certifying my employment with Mohela, after having had my loans transferred to Mohela from XXXX XXXX, and it has been an absolute disaster. I submitted my XXXX to Mohela in XX/XX/XXXX. My previous XXXX had been submitted ( to XXXX XXXX ) in XX/XX/XXXX, and so I was seeking to have my payment count updated to reflect the period from XX/XX/XXXX to XX/XX/XXXX. Due to the student loan pause, which provides XXXX credit for each month spent in qualifying employment, and the fact I was in qualifying employment for entirety of the period covered by my XX/XX/XXXX XXXX, I was entitled to XXXX credit for each month from XX/XX/XXXX to XX/XX/XXXX. But Mohela, after completing my payment count in XX/XX/XXXX, only credited me with 5 qualifying payments in that period. The remaining months say " employment not certified in my payment tracker on XXXX website. I called Mohela for the first time about this issue on XX/XX/XXXX and was told that my payments were still the process of being counted and that this process would be completed in XXXX weeks. I doubted this was the case, as I had already received a letter from Mohela on XX/XX/XXXX stating that they had reviewed my XXXX and calculated the number of qualifying payments I had made, thus implying that the counting process was complete. But I decided to give them a few weeks to see if they could fix the problem. When my payments were still being credited incorrectly on XX/XX/XXXX, I called Mohela for a second time. The representative I spoke with this time told me essentially the same thing that they were still in the process of crediting XXXX payments and that, eventually, my payment counts would be updated, but that he could not give me a date by which this would be completed. He stated that it was misleading to have sent me a letter implying that the process was complete. Im submitting this complaint because I am concerned that I am being given the runaround and that nothing is actually being done to ensure that my XXXX payments are properly credited. Im also concerned about Mohelas recordkeeping practices with respect to XXXX payments. They are my third student loan servicer and this is the first time I have had so many errors in my payment count. Even if it is the case that Mohela is still trying to calculate payments, it is absurd that it is has taken so long and that they can not give an estimated date by which the process will be complete.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-17
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: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a request to have my payments counts updated in response to the public service loan forgiveness program. I have submitted all the requested paperwork, however, the form, which is accurate, keeps getting rejected by MOHELA. When I address the issue and resubmit the form, the 90-day processing time starts over. It seems like an endless process on their end to update my payment counts for the PSLF program. I have gone through this process at least 3 times and each time I get pushed to the back of the queue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Due to student loan debt relief being on pause until litigation is complete persons with US Dept of Education loans were advised to apply for TPSLF as a means of receiving some debt relief. Under this program you only needed to be an employee of a company that provided public services and the qualifying 120 payments that are usually required under PSLF did not apply. I submitted my applications ( XX/XX/22 and XX/XX/22 ) with 3 jobs listed all of which were public service. After my application was processed I only qualified for 7 payments and only 3 were applied to my account. After further review I noticed that my current job had an end date of XX/XX/22 which was incorrect as I am still employed. I am requesting that my qualifying payments be recounted as the deferred payments during Covid weren't accounted for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My employer sent {$10000.00} on my behalf to my student loan serviceXXXX XXXX/Mohela XX/XX/XXXX to pay down my student loan balance. However, it was sent to the federal student loan side and not to private student loans. I made a call in XX/XX/XXXX and Mohela said they could not transfer the money to the private side and they would need to refund the money back to my employer so a new check could be sent. I have continued to make calls to XXXX/Mohela requesting the status of the refund and they continue to tell me its being sent out. As of today XX/XX/XXXX it has not sent sent back to my employer. One of my contacts there is a supervisor by the name of XXXX XXXX. XXXXMohela continues to hold this money and in the meantime I continue to pay interest on a higher balance. I feel that they are purposely dragging their feet for this reason. I can provide a copy of the check sent to XXXX/Mohela showing when the funds were sent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76087
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, my federal loans were transferred from XXXX XXXX to MOHELA. The letter from MOHELA related to this transfer was just sent to me yesterday ( XX/XX/XXXX ). At the time my loans were transferred, there was a pending XXXX XXXX XXXX XXXX XXXX XXXX ) form that I submitted, demonstrating that I completed by 120-month payments to my federal loans. When asking MOHELA for an update on XX/XX/XXXX, they provided me with a generate message, informing me of the XXXX program. I replied stating that this generate message was unacceptable. They also informed me that processing of the XXXX form would take 90 days. MOHELA replied again on XX/XX/XXXX, stating that my " employment has been certified through XX/XX/XXXX. Our next step will be to verify qualifying payments and apply the new rules according to the XXXX XXXX XXXX. '' It's been over 4 months, 26 days since my loans from XXXX XXXX were transferred to MOHELA, and I have not received a sufficient update from them regarding the processing of my XXXX form/student loan forgiveness. While I understand that the transfer of loans creates new administrative hurdles, MOHELA 's customer service capabilities are far limited to that of XXXX XXXX as far as getting updates regarding processing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A