Date Received: 2023-02-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have two separate issues with my application for Public Service Loan Forgiveness ( PSLF ) that I have made Mohela aware of on several occasions, but neither has been resolved, and the application has been in " processing '' for many months. First, Mohela is erroneously saying that my employment is " not certified '' for all my loan payments between XX/XX/XXXX and XX/XX/XXXX, despite clear proof that I have been employed at the same 501 ( c ) ( 3 ) nonprofit organization since XXXX of XXXX. The attached individual payment summary shows the " Employment Not Certified '' status for all loans between XX/XX/XXXX and XX/XX/XXXX ( see pp. 9-15 ), while the attached Employment Certification Form ( from XX/XX/XXXX ) shows that I was employed continuously at the same organization between XXXX of XXXX and XX/XX/XXXX. I have brought this problem to Mohela 's attention multiple times by phone and written correspondence, and have waited many months for it to be resolved, but nothing has happened. Second, although I made monthly payments to XXXX throughout XXXX and XXXX on my consolidation loans ( see attached " XXXX XXXX Payment '' spreadsheet ), Mohela has not given me credit for any payments on these loans ( identified as " 1 DL Consolidation Unsubsidized '' and " 2 DL Consolidation Subsidized '' ) between XX/XX/XXXX and XX/XX/XXXX ( see individual payment summary pp. 63-69 ). Again, I have made Mohela aware of this issue, provided them with the relevant information, and have sent them the XXXX XXXX XXXX summary, but they have not resolved the issue despite many months of waiting. I am eligible for PSLF now and want to complain about Mohela 's inattention to these simple, easily resolvable issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11218
Submitted Via: Web
Date Sent: 2023-02-13
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: Received bad information about your loan
Consumer Complaint: I signed up for XXXX loan forgiveness. I submitted my application on XX/XX/XXXX, and it took XXXX 5 months to process XXXX XXXX for one employer. They then told me I had to wait to be transferred to Mohela in XXXX on the XXXX. After the transfer, I received my first payment count of 4. I consolidated my loans in XX/XX/XXXX. I decided to be proactive and created a PDF with all the XXXX submissions and all communications I received from XXXX, to speed the process up, not realizing that when I was transferred from XXXX that XXXX ( according to a supervisor I spoke with recently ) none of the information is transferred over and so that have to process the upload, which I don't understand why they would need to process a form twice when it was approved by XXXX XXXX I submitted the upload on XX/XX/XXXX and still have not heard anything back, nor has my payment tracker moved past 4. When I call, I get told to wait, and the most recent call said I had two pages 1 's ; one was good because of the " wet '' signature, and the other bad because digital. That it may get rejected, which I can not understand why when the original form was already approved. i submitted another form on XX/XX/XXXX which was marked duplicate. My original XXXX and the one for the year update submitted on XX/XX/XXXX are processed as of XX/XX/XXXX but my accounts have only moved by 10. It's been almost another 30 days with no account movement. I do not believe Mohlea is acting in good faith on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33813
Submitted Via: Web
Date Sent: 2023-02-13
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: Received bad information about your loan
Consumer Complaint: I received a response/action from Mohela on XX/XX/XXXX stating that my portion of my joint spousal loan had been forgiven. They also stated that they took the overages from my portion of my student loan and applied them to my ex-husbands balance. I was told by XXXX in XXXX on a couple occasions that overages from one portion of a forgiven spousal loan would indeed be refunded or returned to the original payors account, unless I chose to apply them to the other portion. While I am thankful that Mohela finally carried through with forgiving my portion of loans that XXXX failed to process. I am not pleased that my overages went to my ex-husbands portion. Any payments paid in XXXX were paid by my employer to the student loan company for my benefit. While Mohela may cite that I am responsible for the other portion of the loan, there was a law that was signed by XXXX XXXX, XX/XX/XXXX, that is to separate joint spousal consolidation loans. My intent is to separate these loans once the DoE implements this law. I am a victim of abuse, which can be proven. My former spouse has not made any payments on these loans. He has used these loans to continue to abuse me and I do not fond it fair that any refunds would find their way to him. The law that was passed is designed to protect me and people like me. I would like to know how much of an overage was applied to my ex-husbands portion. I would like to know when the DoE implements the law that will indeed separate these spousal loans what will happen with my overages. Also, when the IDR waiver is applied this year which could forgive my ex-husbands portion, what will happen with the overages? His loans went into repayment in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37129
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have not received updated payment information since my consolidation and my PSLF tracker is incorrect since XX/XX/2022. No updates have been made on my account. After a few times of reaching out to get information on when my account will be updated, they keep saying I have to wait.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2023-02-13
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: Received bad information about your loan
Consumer Complaint: I have been working in public service since XX/XX/XXXX, for the same eligible employer. I consolidated my loans in XXXX XXXX XXXX and they were transferred to Mohela from XXXX. I have submitted employee certifications covering the period of employment from XX/XX/XXXX through XX/XX/XXXX. The certifications have been processed, accepted, and the period of time is considered " qualifying ''. HOWEVER, when Mohela updated my payment counts, I am only getting credit for 65 payments when my counts should be over 120. In fact, when XXXX was servicer, they had already certified 85 qualifying payments so this makes no sense. I have contacted Mohela numerous times via telephone and chat option. I have spoken to several supervisors. I have been told by three different supervisors that there are errors in my counts, they can't explain them, and that they are sending emails to other departments for an " expedited '' review... however, nothing has changed and nothing has moved. The counts are still at 65. I have been contacting them since XXXX, most recent contact was today. I have also submitted two complaints to XXXX, requesting they provide additional information to Mohela ( at one point, Mohela stated they were waiting on XXXX ) and/or that they reevaluate the record and update it. Those two complaints are still under review and as of this morning, I was told via chat when I asked for a timeframe for a response, " there is no timeframe ''. I do not understand why supervisors at Mohela have recognized there are errors and yet months later ( this was first recognized in XXXX ), nothing has changed, my counts are still at 65, and if these mistakes had been corrected I would be more than eligible for forgiveness at well over 120 payments. I am incredibly grateful for this opportunity but also, incredibly frustrated that what seems to be a simple/easy " case '' ( same employer, already certified, XXXX ) is taking so long to update/review for errors already identified by three different supervisors. The amount of my student loans directly impacts my livelihood, ability to obtain a mortgage at this time, and ability to move out of the non-profit world in which I have worked for well over 25 years as a XXXX XXXX XXXX. I have attached the most recent certification form submitted and processed by Mohela and the XXXX " count '' as proof that the counts provided by Mohela are simply not accurate! Anything you can do to assist would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2023-02-13
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: Mohela customer service provides no option to speak to a representative. I made more payments than needed for Public Service Loan Forgiveness, and Mohela sent me paperwork stating they still can not forgive the loan. This is the issue I need to discuss with a representative from Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42101
Submitted Via: Web
Date Sent: 2023-02-13
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: Received bad information about your loan
Consumer Complaint: I applied for XXXX to Mohela this summer. They said 90 days to process and issue my refund check. It's now XXXX and they still haven't even calculated my qualifying payments! When i call to inquire, Mohela reps are clueless and provide no information at all besides to wait. One rep told me today that my account is in good standing, employers approved, but they won't look at it for processing until XXXX 2023!! So, they said 90 days and now they're saying a year?! I would like Mohela to calculate my qualifying payments and issue my refund check now. Thank you. It has been more than 90 days - they need to do their job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/21 and XX/XX/21 I had XXXX taken out of my account. And XXXX a month since then for a student loan. It has not been going to be student loan account. I have contacted the US Department of Education/Mohela , where my loan is through. And I have contacted my bank account to have them put a hold on my account. Is there any way I can try and get some of my money back? Because it has not been going to my student loan. Please let me know. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 486XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe that my student loan was incorrectly denied for PSLF. The IDR Waiver and PSLF waivers have both been applied to my account resulting in an increase in PSLF payment counts. For that I am grateful ; however, I am being denied a just decision regarding the 60 months I spent in Bankruptcy Forbearance between XX/XX/XXXX thru XX/XX/XXXX under the Student Loan Hold Harmless provision in the XXXX Negotiated Regulations. All of the following arguments have merit, should be considered, and they should qualify me for full PSLF immediately. In the process of filing XXXX XXXX, XXXX put my loans into an Administrative Forbearance. This was not requested by me, nor was it required by Federal Bankruptcy Law. Federal Bankruptcy Law puts a stay on collection. It makes no mention of a mandatory Administrative Forbearance. This is a loan servicer decision. My loans were moved without my consent or without legal requirements into a Forbearance. They were moved from an IDR Plan, which would have had a payment of {$0.00} and resulted in 60 payments towards my PSLF count, into a status where I am not receiving the credit I deserve. This is the very definition of Administrative Forbearance Steering that loan servicers have been shown to abuse. Because of this, all of these payments should count under the Income Based Repayment or IDR Waiver rules. If that argument is found wanting, then it should be understood that XXXX XXXX is not a liquidation of debts. It is a reorganization. Payments were actually made to XXXX during this period, so I forfeited credit for 60 payments under IDR Repayment ( previous paragraph ) and I was then put into repayment by a Federal trustee. I actually MADE 16 PAYMENTS to Fedloan during this period that amount to {$12000.00}. I have submitted documentation from XXXX to Federal Student Aid demonstrating this and I can again if necessary. I made 60 consecutive monthly payments to the Federal Trustee for XXXX These monies were sent to XXXX. They recorded the payments. They accepted the money. These should have been credited under President Bidens PSLF Waiver that counted ANY partial or lump sum payments. For that reason I should be credited 60 payments towards PSLF for the XXXX XXXX XXXX Period. I have been exploited and victimized by XXXX decision to move my loans into a Forbearance Status that was not required by Federal Bankruptcy Law. I made payments during that period and I received no credit towards PSLF. Payments were made and not credited ; forbearance was foisted upon me and not credited. This is a misapplication of Federal Regulations and miscarriage of justice. Under the Negotiated Regulations from the Fall of XXXX, the Hold Harmless provisions allow for make-up payments to be made for credit towards PSLF for months where the status is in question. At the very least, the Hold Harmless provisions should apply to me, especially since I already paid, {$12000.00} and received no PSLF credit. Please hold me harmless! I paid my debts via XXXX XXXX ; I made arrangements to do right by the people I owed money to. I paid my student loans while in XXXX XXXX. The evidence is there. Grant me the credit I deserve or allow me to make additional payments. These arguments have merit and should be addressed. I look forward to hearing from you. XXXX XXXX XXXX See attached for payments acknowledged by XXXX on the following dates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
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: MOHELA denied my request to continue on an Income Driven Repayment Plan ( IDR ) for my federal student loan, a requirement for the Public Service Loan Forgiveness program I am currently enrolled in. They sent me this denial at XXXX Central Standard Time , to which I jumped on the phone to call them about it at approximately XXXX, only 10 minutes after it was sent. The denial stated, to inquiry or fix the denial, you must call the number on the form, so I did. At present I am still on hold with them at XXXX, over 2 hours later, without having spoken to anyone except the person who transferred me in the first 5 minutes of the call. They take calls until XXXX this evening, but I fear my call will not be taken before they shut off. I can not spend 2+ hours of my day during the day or as I have seen some people say, up to 5 hours, waiting for someone at MOHELA to answer my call to fix my loan. If this issue isn't rectified, my PSLF will be in jeopardy and my payments, when they resume, will go up well beyond what I can afford to pay. This is not okay to do to people, especially when we had no choice in the loan service provider we were sent to for being enrolled in the PSLF program. This is not feasible for anyone and should be criminal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64151
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A