Date Received: 2023-02-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I reached out to Mohela on XX/XX/XXXX to inquire about the status of my PSLF. It has been well over 90 days since I submitted my application from XX/XX/XXXX so there should be an update. On XX/XX/XXXX, I saw this status update : XX/XX/XXXX Duplicate Form A duplicate application was processed as Canceled. I immediately called on XX/XX/XXXX to inquire about what the duplication application cancelled status was about. I stressed to the representative that I have thoroughly checked my application over a dozen times and there was no duplicate application. I stated that everything is dated from my years of employment XXXX - present. She informed me I was correct and there is no duplicate application and she is unsure why that was written. She also informed me my XXXX were processed XX/XX/XXXX and she confirmed she will write a note in my account. When I logged back on Mohela, I see another status update : XX/XX/XXXX Received in Process Please allow up to XXXX business days for processing. A notice will be sent upon completion. I message Mohela to follow up, requesting clarification. Am I to understand that I have to wait another 90 days before I get another update regarding my PSLF status? I don't understand how I have to wait about 6 months now to get an update on my PSLF when there was no error from my end. I asked for this confirmation in writing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When the Temporary Expanded Certification and Application ( TEPSLF ) was announced for Public Service Loan Forgiveness ( PSLF ), I contacted XXXX XXXX XXXX and asked what I needed to do prior to submitting my application. I was told by XXXX XXXX XXXX to transfer to Mohela as my provider and to consolidate 2 small loans, but that the rest of my student loans would qualify without consolidation. On XX/XX/XXXX, my principal signed the TEPSLF certifying that I have worked full time ( 45 hours per week ) in a qualifying position since XX/XX/XXXX. On XX/XX/XXXX, Mohela Student Loan Provider processed my TEPSLF. I waited the 90 days for my Payment Tracker to show that I have been working in public service since XX/XX/XXXX. On XX/XX/XXXX, I logged on to Mohela 's web portal to check my payment counts. Only 3 payments, from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX are marked as " qualifying. '' My other payments are not even listed, let alone marked as qualifying or unqualifying. This is egregiously inaccurate. I have worked in public service since XXXX and do not understand why 1 ) my service during those 3 months qualified, but none of my other service qualified, and 2 ) why my other payments, including those that applied to EVERYONE during the loan repayment pause, do not show as either qualifying or non-qualifying. I have reached out to Mohela and keep getting bounced between people who say they're not sure what to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been a public service employee for over 13 years ; as such, I qualify for PSLF and PSLF ( temporary waiver ). My employer ( government agency ), signed the necessary paperwork for my PSLF and PSalF ( temporary waiver ). However, I received a letter from Mohela ( Lon service ), indicating several items are missing from my application, including a valid signature from my employer. My employer and I both signed the documents via PDF. I feel Mohela is giving me the run around and my employer does not have time to keep fixing Mohelas ridiculous requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I transferred my student loans to MOHELA in XX/XX/XXXX, as my previous loan servicer had advised me to since they were closing and MOHELA was taking over all PSLF accounts. I submitted my employer certification forms to MOHELA in XX/XX/XXXX, and 90 days later ( as they state ), my application was denied because my previous employer XXXX was filled out incorrectly. I submitted 2 forms, one for my previous job and one for my current job. The current employer form was approved but the counts were incorrect. When I called the company told me the counts would correct themselves once I was completely approved. I get my previously employer to fill out the form again and re-submit it, and MOHELA tells me I have to wait another 90 days for it to be processed. In XXXX I was Denied so I call to inquire and they said its denied because of how the form was filled out ( my previous employer wrote a note about my part time employment there in addition to my full Time employment ). They requested I fill out a new form for that employer, so I contacted them, had them fix the mistake, and resubmitted the form in the same month. The processing speed was much slower this time and my status for the form changed from Processing to Processed in XXXX. I call because I have no letter or any info and they said the dates were entered on that same employer form incorrectly ( XXXX XXXX vs XX/XX/XXXX ) so that it was denied again. I requested to speak to someone higher up to better understand how my old employer kept filling the form out incorrectly and to ensure it wouldnt get denied for anything else. The representative I spoke with put me on hold to speak to a higher up but I was on hold for over an hour so I hung the phone up. I again re-submitted the form asking my previous employer to fill it out again, with the changes noted, and she did. I submitted in XXXX and now am waiting again for either an approval or denial, for another 90 days. I cant help but feel like its unfair that they keep making me wait 90 days for approval. On top of that they said my current employer counts wont be on the account until Im fully approved. So I feel like this complaint is warranted, aside from the fact I dont trust them. I have all my letters from my previous loan servicer as of XX/XX/XXXX because I cant trust MOHELA will accurately determine my counts. All the staff have different info and tell you different things. My employers have always counted before the revisions to PSLF and one staff member of MOHELA told me my loan didnt count ( unsubsidized ). Theyre incredibly inconsistent and its so frustrating for someone who is just trying to get her PSLF forms processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46304
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When the rules changed on the public service loan forgiveness program which I was previously not eligible for, I submitted the paperwork for my 17 year public service career to have loans forgiven and possible refund of overpayment. My loans were previously serviced by a private servicer ( XXXX XXXX XXXX ). All along the way, I was toldk that any overpayments beyond the 120 I had made would be eligibile for reimbursement. I even submitte additional paperwork for a previous position faxed addtional info at my expense to include this position even though my current fullfilled the 120 payment/10 year threshold. Multiple times I was told that I should be in line for a refund of overpayment ( approx. XXXX XXXX ). Just today I learned that because I paid a private servicer for the 10+ years, I am not eligible for a refund. I was told wrong info all along the way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43085
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My name is XXXX XXXX ( XXXX ) XXXX. Since XXXX, I have been making payments on my student loans. I believe these were FFEL loans, consolidated subsidized and consolidated unsubsidized. Before consolidating the loans into the Direct Loan Program, they were serviced by XXXX. I believe I am eligible for loan forgiveness under the TEPSLF program, and that MOHELA is applying my payments contrary to TEPSLF. First, per TEPSLF, I successfully consolidated my loans into the Direct Loan Program before XXXX XXXX, XXXX. MOHELA replaced XXXX as my loan servicer. Having worked for the City of XXXX, Massachusetts. from XXXX XXXX through XXXX XXXX ( never missing a loan payment ), I submitted to MOHELA my Employment Certification Form. I also submitted, on-line to studentaid.gov, an application for TEPSLF. I have received confirmation that these documents have been received by the appropriate recipients ( MOHELA or studentaid.gov ). All of these actions took place before XXXX XXXX, XXXX. Second, on XXXX XXXX, XXXX, I received a boilerplate form letter from MOHELA explaining I was " not yet eligible '' for PSLF, and that I have " 0 Qualifying Payments '' and " 120 Remaining Payments. '' In XXXX XXXX I spoke with a MOHELA representative. She informed me that my payment history was being received from my former servicer, and my payment history would be updated accordingly on the MOHELA website by the end of XX/XX/XXXX. As of the end of XXXX XXXX, my loan history of payments, eligible and qualified, continued to show as 0 ( zero ) on MOHELA 's website. Third, I have waited patiently for my payment history updates, but my concern and frustration grow as time passes. In order to preserve any rights I may have, in XX/XX/XXXX I submitted to studentaid.gov a Request for Reconsideration. My case number is XXXX. I have received no response or update from my Request for Reconsideration. As of today, XXXX XXXX, XXXX, MOHELA 's website shows 0 Qualifying Payments and 7 Eligible Payments for my Consolidated Subsidized Loan. It also shows 0 Qualifying Payments and 7 Eligible Payments for my Consolidated Unsubsidized Loan. It appears MOHELA has reset my eligible qualifying payments to zero ( 0 ) contrary to TEPSLF. I believe that since XX/XX/XXXX ( start date for TEPSLF qualifying payments ), I made over 130 payments, all while I worked for a qualified government employer ( City of XXXX ) and before retiring in XX/XX/XXXX. My understanding is government retirees are not disqualified from TEPSLF forgiveness, and payments made under any repayment plan, including those made before consolidation into the Direct Loan Program, are eligible. For the above reasons I request your assistance in determining from MOHELA the status of my TEPSLF qualifying and eligible payments, and when I will receive loan forgiveness. The only information I have received from MOHELA, by letter and phone, is generic and not specific to my application. This has only increased my concerns over the potential mishandling of my application. Moreover, MOHELA 's website explanations about overwhelming application numbers do not excuse their inadequate, uninformative responses and apparent misapplication of my eligible and qualifying payments under the TEPSLF program. Please contact me if you need additional information. My contact information is as follows : XXXX XXXX XXXX XXXX Thank you for your attention to my request. Very Truly Yours, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01757
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted a PSLF form on XX/XX/XXXX to certify my employment. This form was processed on XX/XX/XXXX with no change to my qualified payment count, although I should have received XXXX payments added to my count. I submitted a new PSLF form on XX/XX/XXXX to certify my employment through XX/XX/XXXX and put me over the XXXX qualified payments needed for PSLF loan forgiveness. The form I submitted on XX/XX/XXXX was incorrectly marked as a duplicate and cancelled by Mohela. This issue happened to countless other borrowers per online forums. When I contacted Mohela via chat, I received no resolution. When I followed up via phone, I was told my form would go back in the queue and it would take an additional 30 business days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55901
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been trying to manage my loans through public service loan forgiveness ( PSLF ). I was transferred to MOHELA after consolidating my loans under the limited waiver. I submitted all paperwork on time and have since been waiting for my counts to be updated. With the waiver rules, I should be nearing or past the 120 required payments. However, I have been struggling with the " employment certification forms '' ( ecf ) required to update my payment counts. The first form I submitted ( on time ) took the full 90 business days to process only to marked " duplicate '' when it was not a duplicate form - It had new certified dates. I tried to contact MOHELA about this, but each time I was on hold so long that the call timed out and automatically disconnected me. I have since sent in a new form to try and get my counts up, and am hoping it will not just be marked duplicate as well. I am still within the 90 day wait on that form, but again, have not been able to get through to MOHELA through chat or phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64157
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela is slow walking updating eligible payment data and pslf forgiveness. They say to alot up to 90 days... Working on 100+ with not even an update on qualified payment info and delay in handling the application. They say they are overwhelmed. That so, they need to hire some help. This is ridiculous. If they can't handle it, then give it to someone else to handle. Never had a delay like this at the previous servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I, XXXX XXXX, am applying for the XXXX XXXX XXXX XXXX XXXX and am having great difficulty with obtaining prior old loan servicing history in support of my application to Mohela for XXXX. Like millions of students, my student loan servicers have changed many times and there are poor payment history logs of these and prior servicers have since closed down. I am unable to obtain payment history records from my payments between XXXX in support of my XXXX application as there were multiple loan servicers during this time including XXXX XXXX XXXX which serviced my loan between XX/XX/XXXX until XX/XX/XXXX ; XXXX XX/XX/XXXX until XX/XX/XXXX, and Mohela XX/XX/XXXX until current. My application has been sent and received by Mohela XX/XX/XXXX. My direct student loans with XXXX have been transferred/consolidated at that time to Mohela as instructed. My loans went into forbearance on XX/XX/XXXX, and were officially transferred to Mohela on XX/XX/XXXX. Payment history from my XXXX loans was not properly credited to my Mohela PSLF application and I have XXXX payments credits for my Mohela application when I should have XXXX payments from between XXXX XXXX Mohela AND another XXXX payments from when loan serviced by XXXX XXXX XXXX and the prior loan servicer before that. XXXX XXXX XXXX is now closed, no phone number and no website. I have called Mohela and XXXX to request prior payment history from my loans that I have been paying for XXXX years. I was able to receive payment history from XXXX for my payments from XX/XX/XXXX until XX/XX/XXXX when they were the loan servicer which I have sent to Mohela but am unable to obtain older student loan payment history in support of my application. This information should automatically be transferred when transferring or consolidating a loan to another servicer. It is beyond frustrating and simply not fair as I have been providing public service to children since XXXX and have been making monthly on time payments on my student loans since XXXX for 15 years while still having over XXXX to pay in student debt. Many thanks for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A