Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for TEPSLF in XX/XX/XXXX for my federal student loans. I've been continuously employed since XX/XX/XXXX with a PSLF-qualified gov't agency. I never missed or deferred on a single loan payment. My loans were transferred from XXXX to U.S. Dept of Education to MOHELA in XXXX XXXX. Since that time, it has been a nightmare trying to get information on the status of my loans with MOHELA. After finally reaching one of their customer service reps in XXXX XXXX, I received a memo which indicated I had " 182 PSLF Eligible Payments '' but could provide no other information about TEPSLF. In XX/XX/XXXX, the details of my loans disappeared from the MOHELA website, but it displayed a {$0.00} balance. There were no memos or notices on the website explaining what had happened. I called MOHELA customer service repeatedly to verify the status of my loans. They informed me that my loans had been discharged under PSLF, but could provide no information on TEPSLF and the 62 over-payments eligible for refund. I was told I would have to wait 90 days for MOHELA to provide an update on TEPSLF ... then it would be up to the U.S. Department of Education and that could take another 90 days or more. If that estimate from MOHELA is accurate, I would be looking at approximately 16 months from the time I applied to determine if I qualified for TEPSLF??? It should be noted that according to MOHELA 's XX/XX/XXXX Investor Presentation, they are using the same servicing platform COMPASS to perform its servicing operations as my original loan holder ( XXXX ) -- with whom I never had a single hiccup. So, the lack of communication and delays with MOHELA are genuinely hard to fathom, not to mention terribly stressful for me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94610
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I am in the public service loan forgiveness program and my loan was transferred to Mohela and they are taking over XXXX to process documents. I have contacted cutomer service repeatedly with no help. Something needs to be done. I am at XXXX payments with the forebarence months that they put me in due to covid as I was in repayment. I can not get to proccess the paperwork to send to the XXXX XXXX XXXX department. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36532
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: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans were forgiven in XXXX XXXX, with an effective date of XX/XX/XXXX. Mohela missed the fact that I was due a sizable refund. I had to call them and walk them through my loan payments to show them that I had made all of my payments since the XX/XX/XXXX effective date directly to Mohela. They finally agreed that yes, they could see all of my payments made after the XX/XX/XXXX effective data of which I am due a refund. Even though I made the payments electronically, Mohela stated I would be receiving a paper check for the refunds. I don't understand why the refund can't be electronic like the payments made were, but that's fine. I'm not arguing that point. My problem is that it has been about a month since Mohela called me and confirmed I was right and that they owe me a sizable refund. They even gave me a case number ( XXXX ). And yet, I have not received the refund, nor have I heard anything else from Mohela. This feels like insanity. How can a company operate in this way?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: HI, I submitted my PSLF loan forgiveness application in XXXX. It is now XXXX, and I just received a letter saying that a signature needed to be resubmitted. I have done so, but am trying to find a way to have this not take another 6 months to go through the system. Hoping for help to bring this to their attention and not further slow down my application for aid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filled out 3 Public Service Loan Forgiveness forms ( PSLF ) in XXXX of XXXX. To date, only one of them has been processed and certified. The other two are still pending. It has been 15 months. A timeline : XX/XX/XXXX Consolidated loans, loan servicer was XXXX XXXX XX/XX/XXXX Submitted 3 PSLF forms for 3 employers spanning the last 14 years XX/XX/XXXX One PSLF form was certified and approved XX/XX/XXXX Loans were transferred to Mohela Here is what I have tried... 1. Multiple chat and phone conversations first with XXXX XXXX, then with Mohela. They do not have any answers as to why these forms have not been processed. They claim that they are waiting on Federal student aid. XXXX. Submitted complaints on the Federal Student Aid website. The first complaint was made in the spring of XXXX and closed automatically when the loan transferred to Mohela. The second complaint was made in XXXX of XXXX, and we have received no response. My largest complaint is with Federal Student Aid. It should not take 15 months to certify that an employer is a 501C3. We have submitted everything asked of us in a very timely manner. And still no communication. Even after contacting the Ombudsman group, we have received no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76401
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My fed loan was transferred to MOHELA in XX/XX/XXXX. The same month, I submitted my annual Employment Verification which is required for the PSLF program. First form upload was on XX/XX/XXXX. I received a letter from them in XXXX, saying that I was not qualified for loan forgiveness because I had not made XXXX qualifying payments. The letter showed my a breakdown of my qualifying payments, and a list of unqualified payment which required employment verification, which were for the same time period I was submitting my annual verification form for. After a call with a MOHELA representative, I resubmitted the same form on XX/XX/XXXX and later saw that form had been marked as " Duplicate '' and therefore did not go through the process to certify my employment. Re-uploaded again on XXXX and on XXXX, receiving the same notice that I am ineligible for loan forgiveness, but never updating the number of qualifying payments for the time period I am certifying my employment for. On XX/XX/XXXX, I call MOHELA again and ask for my call to be elevated to a supervisor. Currently, I have been on hold for XXXX and XXXX minutes. I am extremely frustrated with this horrible customer service. When my loan was with XXXX, employment certification was a very simple process and never took more than 2 weeks to certify. I am angry that MOHELA 's inability to intake my forms correctly and certify my payments will affect me in my loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I borrowed money to fund my college and law school education ( XXXX, XXXX ). Between XXXX and present ( XXXX XXXX ), except for about 7 months, I have worked in public service. My employers have been local government departments or 501 ( c ) ( 3 ) non-profits. Under PSLF, I am eligible for loan forgiveness. I need 120 payments to qualify. Between XX/XX/XXXX and now, the eligible period, I have made approximately 176 payments, all on time. I consolidated eligible loans summer XXXX. I applied for forgiveness in XX/XX/XXXX. To date, MOHELA has acknowledged that I have XXXX qualifying payments based on the employment verification forms I submitted to MOHELA. As of XX/XX/XXXX, I am still waiting for the forms to be processed to reflect a count of greater than 120 and have my loans forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Ive been dealing with student loan issues since XX/XX/XXXX between XXXX XXXX and Mohela. There has been a lot of lack of communication between both agencies. I received my first email from Mohela on XXXX XXXX XXXX informing me about the XX/XX/XXXX deadline for PSLF. I had not known about the waiver and had 2 days to get my information submitted. I was able to get a certification form submitted for one employee on XX/XX/XXXX, but the representative digitally signed it. The certification form for my 2nd employer was incomplete because it is located out of state and I was not able to contact anyone on time. Ive since submitted complete forms on XX/XX/XXXX and XX/XX/XXXX for both employers. After waiting since XX/XX/XXXX for XXXX to transfer my loan to MOHELA, I am now being told I need to wait an additional 90 business days. Ive been patient with this process. But now it is at a point where it seems am having to go through hoops to have my employer 's certified and payment count updated. My loan should have been forgiven in XX/XX/XXXX, so I have more than the 120 payment requirement for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022 I submitted a new employment verification to receive credit for qualifying PSLF payments. The form was marked as a duplicate, and credit for my qualifying payments were not added to my account. I spoke with customer service, and he said they would reprocess the application. I told him I wanted to speak with a supervisor, and he disconnected my call. I had to wait on hold forever, and I confirmed with the rep that the document shows the correct date, employer info and etc. I keep getting a runaround with Mohlea. The document is visible in my account with accurate info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I submitted an Employment Certification Form ( ECF ) to try and certify my employment and update my payment counts as I am pursuing Public Service Loan Forgiveness. My current payment count is at 115 out of the 120 required. However, I have 7 months that are still not certified because MOHELA is taking an extremely long time to process any forms. I should now be at 122 out of the 120 required payments and my loans should be eligible for forgiveness. I submitted another ECF on XX/XX/XXXX which would be the month of my 120th payment, which is still marked as " processing '' ( the same as my XXXX submitted ECF. I am now afraid to submit another ECF because I have learned that MOHELA will marke these forms as " Duplicates '' and start your processing all over. I have spoken with Congressman XXXX XXXX 's office and they have reached out to the Dept of Ed and I was told that I still show only 115 payments through MOHELA. They reached out to MOHELA about a month ago and have gotten no reply. The point is, PSLF was signed into law in XXXX. I have completed my time in public service while making these payments every month. I am now eligible for forgiveness. The anxiety of this is so very stressful and I am just trying to get answers and a move on with my life. I feel that MOHELA 's delay in processing these forms has caused me so much stress that I found the CFPB to look into their operation. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A