Date Received: 2023-02-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/22 Negative Acct. Balance on Commercial Student Loan ( {$560.00} ). XX/XX/22 : Requested a refund and was told by a MOHELA rep it would auto credit to my checking acct that was used for monthly auto payments. Should be 30- 60 days. XX/XX/22 : Emailed MOHELA for status update. Did not reply for months and when they did they did not address the issue but used canned language " hope your issue has been resolved. '' XX/XX/22 : Was told by MOHELA rep that MOHELA erred and sent the overpayment to XXXX ( another loan servicer ). I did not have an account with XXXX XXXX. MOHELA would not resolve and said I would have to get the funds from XXXX. XX/XX/22 : Contacted XXXX who said MOHELA should not have sent any funds to them since I didn't have an acct or loan with them. They noted they would have to research and if they were able to locate the funds, the funds would be returned to MOHELA rather than me. ( Note : Funds would be returned to MOHELA ( if they found them ) no later than XX/XX/22 ). XX/XX/22 : Was told by MOHELA rep ( supervisor ) that MOHELA erred and they should have sent funds to me ( rather than XXXX ). I shared what XXXX had indicated. Rep said funds were sent to XXXX on XX/XX/22 but would try to stop payment ( if XXXX had not dealt with the payment yet ). Rep noted Dept. of Ed had already approved those funds being returned to me so it should not take 30-60 days. Rep would request this date that MOHELA Acct. submit payment to me. Rep would keep an eye on my account and if not resolved within 60 days would contact me. I have not heard from MOHELA. XX/XX/22 : MOHELA Rep ( Supervisor ) said funds were still with XXXX and the ONLY option would be for MOHELA to take those funds and apply them to a new loan. She indicated this should take no longer than XXXX weeks. I indicated this solution was not acceptable but to at least begin taking steps to get the funds back from XXXX. She agreed to contact me in XXXX weeks ( a week after she said it would be resolved ) if my account had not been credited. I have not heard back. XX/XX/22 : Complaints filed with : XXXX ) XXXX XXXX ( Executive Director and CEO of MOHELA - XXXX ) ; XXXX ) Congressman XXXX XXXX ; XXXX XXXX Consumer Financial Protection Bureau ; and XXXX ) Dept. of Education Ombudsman Office.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65807
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with non-monetary relief
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: I have been attempting to have my loan forgiven under the PSLF waiver since XX/XX/XXXX. I have worked for the federal government and been paying my student loans for 20 years, but I was under the wrong repayment plan, so I should be covered by the waiver. However, because XXXX, my previous servicer, only supplied 3 years of payment information ( XXXX ) to XXXX originally ( XXXX is the servicer who I consolidated with so I was under a direct loan to be eligible for the waiver ), I have now become entangled in some forgotten web of reconsideration. The federal loan servicer contract was moved to Mohela. Prior to moving to Mohela, XXXX stated they only showed I had 39 payments because they only had payment history from XXXX from XXXX, but they could see that I began paying in XXXX, so they told me to request a reconsideration with the Department of Education ( which I did in XX/XX/XXXX ). I have requested a reconsideration but have not heard anything. I requested XXXX send me my loan history and they supplied payment information going back to XXXX so they had the information and just didn't supply it to XXXX ( I supplied to both the Department of Education and Mohela, but they need it directly from XXXX ). I have called Mohela several times since my loan was transferred and I keep being told that it is being processed. However, today, I asked to speak to a supervisor because my loan payment totals have not changed since the initial incorrect count so it does not appear that anyone is doing anything in the review. I waited for 2 hours to speak to a supervisor and when I did, XXXX the supervisor, told me that Mohelas contract does not apply to consideration of the waiver for pre-consolidation payments ( XXXX ). He told me that that Department of Education is the only one that can apply the waiver and that I had to call them. He provided me the Federal Student Aid Ombudsman Group number, XXXX. I then called them. The Ombudsman Group says Mohela is the only one that can apply the waiver, that they cant provide me any information about my request for reconsideration case # XXXX, and that they dont know why Mohela told me that because Mohela is responsible for considering pre-consolidation payments. At this point, no one is willing to review my full loan history and apply the waiver. Mohelas supervisor was adamant that their contract does not apply to any loan payments prior to my XXXX loan consolidation. Im seeking your assistance in having someone at Mohela review my file and apply the waiver to forgive my federal loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76016
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: Received bad information about your loan
Consumer Complaint: I contacted Mohela Loan Servicer multiple times regarding my PSLF application. I have worked over 20 years for the same employer which is an eligible PSLF employer. My application was processed and I only received one payment applied to my tracker count. This count is inaccurate. When calling I get different responses from different representatives at Mohela. I just want a fair and accurate count which I believe I am eligible for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was requesting a reimbursement for payments made during forbearance on my direct loans. I consolidated and made the request through XXXX, my loan were then teansfered back to mohela, which is where they originated and payments were made. On XX/XX/XXXX I called mohela and requested reimbursement, they informed me I was eligible and put the request in. I followed up half a dozen times. They kept telling me that it was sent to the dept. of treasury and I could expect my refund. I recieved forgiveness is XX/XX/XXXX so I called again to make sure that my forgiveness wasn't going to change my refund and I was informed it wouldn't. I called again this past Tuesday XX/XX/XXXX and I spoke to someone who told me that for some reason there was a stop on my request. She said that she could see I was eligible to have XXXX payments refunded and she called a supervisor. She concluded the conversation by stating that she was going to send the refund back through with priority after having the supervisor approve it. She told me to call back in XXXX week. I called back on XX/XX/XXXX and the person I spoke to said that I wasn't eligible for refund because my payments were made before consolidation. I have been getting different stories and no answers for a long time. It was made clear to me many times that I would receive a refund. My loans were direct loans at the time payment was made and it was made to mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a refund on payments I made during the forbearance, and am now being charged interest by Mohela. I called on XX/XX/XXXX23 after I received the refund and saw the interest, and a request was put in to have that interest removed, because according to that rep ( and all other info I can find from Mohela and the DOE ) that should not have been charged. This seemed to be happening to others as well. I was told to wait 5-7 business days for that to take effect, and checked on XX/XX/XXXX, called today XX/XX/XXXX when I saw that interest was still on there. I was then told that the interest accruing was from the refund, but this can't be accurate : 1 ) nothing has been due from me to Mohela, I was transferred to them when XXXX stopped servicing during the forbearance 2 ) I was up to date on all payments to XXXX, with no outstanding interest or principle at any point 3 ) all payments I made during the forbearance were interest-free, so all applied to principle, and no interest should have accrued from reversing those payments. After the rep today checked with a supervisor and again confirmed incorrectly that the interest accrual was because of the refund, she rudely asked me what I wanted to do about it, and I asked if there was someone else I could speak to, because that wasn't accurate, and I wasn't trying to tell her how to do her job, I didn't know how to fix it, but it needed to be fixed, and she put me on hold without checking in for the connection as usual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX : Submitted PSLF application. After months of no response, I was told I needed to consolidate my loans to be transferred to Mohela and submit my PSLF again. XX/XX/XXXX : resubmitted form via fax and received confirmation. XX/XX/XXXX : Submitted PSLF to meet deadline, no record of previous submissions. XX/XX/XXXX received notification that ECFs were processed. XXXX qualifying payments, needed Employer Cerification for months after XXXX. XX/XX/XXXX Submitted final Employer verification. The form was cancelled as a duplicate. I called Mohela and was told, it was okay because I have over XXXX qualifying. Called back the next day and was informed that the forms needed to be resubmitted. I resubmitted the forms, XX/XX/XXXX forms show as resubmitted for review. This starts the 90 days again. I am at the same employer from previous verification. Concerned the forms are marked as duplicate each time because they are signed by same HR employee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have mailed out 2 request to the credit bureau informing them that the late payments that are reflecting on my credit report are inaccurate and its a credit error. I have not received any response so I am taking the next step necessary. This is affecting my credit and I am not able to purchase a home at this time
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33030
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: *Approval of the PSLF was received XXXX XXXXXXXX on XX/XX/XXXX XXXXBefore forgiveness was finale the loan servicing transfered to Mohela *Mohela claims not to have any of the paperwork for this PSLF program and require me to resubmit all of the documentation *Mohela has given 30 day timelines to respond and no response has been received *I am still having to spend hours on hold multiple days per week attempting to reach anyone at Mohela who can assist *My loans are still not forgiven as previously approved for the PSLF and as of XX/XX/XXXX I am being told I now no longer meet the qualifications XXXXMohela has mismanaged my loan documentation and will not follow up as promised. They are providing disconnected phone numbers and not responding
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57106
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: Received bad information about your loan
Consumer Complaint: Since Mohela took over my student loans it has been a true nightmare which has affected my mental health. They have been so unresponsive down from the agents on the phone to the agents in chat, to the supervisor, and Ombudsman. I have contacted them over the phone, in writing and filed a complaint to the ombudsman and all I get as a response is that they are working on it. I have spent endless hours on the phone waiting for agents to take my call, and every time I am sent to speak to a supervisor, I have to wait over one hour to speak to someone. I have spoken to XXXX XXXX & XXXX over chat, not to mention all the other agents I have spoken to over the phone, as well as the various supervisors, XXXX ext. XXXX, XXXX ext. XXXX, XXXX ext. XXXX, XXXX ext. XXXX, and XXXX. I have spoken with 5 different supervisors which names I have mentioned, and they all agreed and were confused as to why my only XXXX loan was updated differently on the qualifying payments. Every supervisor has confirmed that I only have THE XXXX loan which is Subsidize/Unsubsidized should update the exact same way. I have been told that they reach out to Customer Advocacy team and they cant resolve their error. Then they tried to blame it on XXXX XXXX that they did not provide the correct information however that is completely a lie because when my loans transferred to Mohela from XXXX XXXX XXXX XXXX loan would update with the same payment count. Every year when I certified my employer XXXX form with XXXX XXXX they did it in a timely manner and they would update the same loan unsubsidized/subsidize with the same payment count. ( Mohela ) I logged in and had seen the XXXX Loan XXXX having the same payment credit count, however I logged in on XX/XX/2022 and noticed that my subsidized loan had updated to 116 qualifying payments, but my unsubsidized loan had stayed at 87 qualifying payments. I was assured by XXXX the supervisor that within the next 30 days I would see my payment count to reflect the same however I was then called by another supervisor that I needed to file a reconsideration form through studentaid.gov. While on the phone with supervisor XXXX, she asked me to file the reconsideration and wait to provide her with the case number. I provided her with case # XXXX and XXXX had me submit a copy of the email receipt with the case number to the XXXX department for further processing. A few days later I received a call from supervisor XXXX, and she advised me that the CAT team had advised her that it was in internal error that they could not correct. It is unacceptable that Mohela is the one who made the mistake and did not update my XXXX loan with the correct qualifying payments, and they keep blaming others for their wrongdoing. I also never heard from the Ombudsman which that person should be investigating claims filed and discrepancies done by Mohela. Also, Mohela continues to tell me that XXXX is the only one that can correct this however I have spoken to XXXX many times and they continue to advise me that Mohela is the only one that can correct it. I was encouraged by the Department of Education to file this complaint. I continue to reach roadblocks with many attempts for clarification and correction by Mohela. I have been working towards XXXX XXXX for the last 10 years. I am requesting that forgives is applied to my XXXX loan that has Subsidize/Unsubsidized balance as I would have taken all the steps necessary to have the entire sum of my loan forgiven. It is not appropriate that I have to work around any remaining obstacles created by Mohela to obtain forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85248
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with non-monetary relief
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: I initially applied for public service loan forgiveness back in XXXX of XXXX when the designated lender was XXXX. After multiple months of back and forth with them on the processing of my application I finally received confirmation that I had met the necessary threshold for forgiveness however I was notified that given the ending of their contract with the Department of Education that my application would be forwarded over to MOHELA for completion. Since that has taken place many months ago I still have not received any notification from MOHELA on the status of my loan forgiveness. In fact the information that they have noted on my payments is incorrect and I have contacted them on multiple occasions via phone and email to indicate such. I even resubmitted my public service loan forgiveness application and certifications to them again so they could see the discrepancies and all they did was cancel my duplicate application. Every time I have made attempts to contact them to gather information on the status I keep being informed that they have an influx of applications and it's going to take a long time to process. I'm told it'll take 30 days, then 60 days, then 90 days by now it has been practically 6 months since MOHELA has had my application and I still have heard nothing about correction to my payments nor whether my loan has been forgiven. I have emailed them about this on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I have called them on at least 3 occasions but unfortunately I have not taken down those exact dates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91010
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A