Date Received: 2023-02-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: *********Sent to the XXXX : I emailed Mohela and received this. I emailed them XXXX times & was told my loans were transferring. However, every other call told me they were previously transferred and the counts were updated. We received your PSLF application & are working them in the order they are received. Please allow up to 90 business days for processing. You will be sent notification after the processing is complete. I submitted my final XXXX documents in XX/XX/XXXX, prior to the XXXX deadline. Mohela told me via phone that they'd already had my other PSLF document come over from XXXX in XX/XX/XXXX. PSLF Application- XXXX Processing XXXX PSLF Application- XX/XX/XXXX Processing XXXX XXXX DL Consolidation Subsidized, XXXX, PSLF, TEPSLF, Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Subsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. XXXX DL Consolidation Unsubsidized XXXX PSLF, TEPSLF Employment Not Certified This payment period is eligible but requires approved employment in order to qualify. Previous payments showed XXXX payments. Again, I was told to that my other periods would take care of the last XXXX payments. I have been a government employee well 10+ years. I submitted each PSLF document for the covered periods from each federal agency. I called mohela in XXXX XXXX XXXX XXXX XXXX and was told that it would take 60 to 90 days. Desired Outcome/Settlement Desired Settlement : Contact by the business I would like my PSLF/TEPSLF counts to be adjusted so the loans are discharged/forgiven ; 1of the agents literally told me they were in the process of forgiveness and now they are saying they are tranferring. ; I want the truth of where my loans are and why the explanations keep changing. Wednesday, XX/XX/XXXX MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. Wednesday, XX/XX/XXXX Complaint : XXXX I am rejecting this response because : No contact has been made by mohela with me, nor any attempts by email or phone. I want direct answers to each of my concerns. XXXX XXXX : Dear XXXX XXXX This message is in regard to your complaint submitted on XX/XX/XXXX concerning MOHELA. Your complaint ID is XXXX. Below you will find the company 's position to your complaint. What happens next? Please review the company 's response to your complaint and advise the XXXX if you accept or reject its position. If you reject the response, please indicate why and provide any documentation to support your continued dissatisfaction with the business. Access to this complaint will close after seven ( 7 ) calendar days. If you respond after that time, please contact our office directly at XXXX XXXX XXXX If you have any questions, please do not hesitate to contact our office. Sincerely, Dispute Resolution Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX MESSAGE FROM BUSINESS : MOHELA has received this customers inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint. **********MOHELA RESPONSE : Dear XXXX XXXX This message is regarding Complaint ID # XXXX MOHELA Thank you for following up with XXXX regarding your position in the above-mentioned dispute. The business has provided XXXX with its position, which indicates a good faith effort. This matter is now closed in XXXX files, and will appear in the companys XXXX Business Profile as : Answered- the business addressed the issues within the complaint, but the consumer remains dissatisfied. While we regret we were unable to reach your desired resolution, you may provide new information or documentation with your position for review. Please let XXXX know if you do not receive the letter from MOHELA within 10 days Thank you for using our services, and we sincerely hope you will contact us for pre-purchase information. Regards, Dispute Resolution Department XXXX XXXX XXXX XXXXMohela response to my non-acceptance of their explanation. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear XXXX, This letter is in response to the Complaint filed with the XXXX XXXX XXXX regarding your student loan account with the Department of Education, which is currently being serviced by MOHELA. Your concern, as we understand it, is regarding the transfer of your loans, as well as your payment count for the Public Service Loan Forgiveness ( PSLF ) Program. Please know that we sincerely apologize for the frustration and inconvenience that this concern has caused you. Issue # 1 : The transfer of your loans. Your Direct Consolidation Loan disbursed XXXX XXXX XXXX is currently serviced by MOHELA, and has been since its disbursement. As the servicer for the PSLF Program, your loan will remain with MOHELA. Our records indicate that you have no additional student loan debt that requires transferred to MOHELA. Issue # XXXX : Your payment count. Our records indicate that your PSLF applications, received through XXXX XXXX XXXX have been processed by MOHELA, yielding approved employment as follows : EMPLOYER BEGIN DATE END DATE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This, compared to the history of your loan, currently yields a qualifying payment count of XXXX towards the required 120 for PSLF. As your loan was recently consolidated XX/XX/XXXX, your qualifying payment count has been temporarily reset while XXXX prepares and provides information to MOHELA regarding recently announced flexibilities surrounding the PSLF limited waiver and Income-Driven Repayment plan account adjustment. Later this XXXX, FSA will be providing the necessary additional information to MOHELA regarding qualifying periods of repayment, deferment, and forbearance prior to your consolidation. Upon applying the additional credits regarding qualifying periods, if you are determined to have made 120 or more qualifying payments toward PSLF, MOHELA will submit your information to FSA for a final review and determination. If approved, we will then begin the process of applying the forgiveness to your account, including refund requests for payments made after the date for which you qualify for forgiveness. For additional assistance, please contact a member of our XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sincerely, MOHELA XXXX***MY LAST RESPONSE TO MOHELA : XXXX XXXXXXXX XXXX Body : Your Question : Hi, Thanks for the info. MOHELA told me to consolidate and now I'm being penalized? You can't tell a customer to do something that is potentially damaging to them as you have here. This is unacceptable. In addition where is my current PSLF firm that was uploaded XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 313XX
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: Dear Sir/Madam : I hereby submit this complaint regarding the incorrect and untimely processing of my PSLF submission to MOHELA. I faxed my PSLF application ( which was filled out correctly with employment dates/signatures from prior employers since XXXX ) on XX/XX/XXXX. Each of my prior employers qualified as employers for the PSLF Waiver. At the same time I applied for a Direct Consolidation Loan with the US Dept of Education. During the subsequent weeks, I reached out to XXXX XXXX XXXX and MOHELA several times to inquire about the processing of my PSLF form. I called Mohela on XX/XX/XXXX and then on XX/XX/XXXX ( on hold waiting for XXXX hour and XXXX minutes ) and spoke with " XXXX '' who confirmed that MOHELA had received all the application documents and the application was complete and would be processed in about XXXX days. On XX/XX/XXXX I received a letter that my Direct Consolidation loan application and request for PSLF was received. On XX/XX/XXXX I received a letter that my Direct Loan Consolidation Application had been processed. I then called Mohela to confirm receipt. I was then told that the application process would take about 60 days. I received a letter in late XXXX dated XX/XX/XXXX a letter via postal mail from MOHELA stating that I did not qualify for the PSLF program due to insufficient payments ( stating therein that only XXXX of the required XXXX payments ). I attempted to call MOHELA several times after I had received the aforementioned XX/XX/XXXX MOHELA letter to contest the insufficient payment assertion as it was clear that the PSLF form was not processed correctly by MOHELA per the PSLF Limited Waiver requirements. I finally reached someone on XX/XX/XXXX XXXX XXXX XXXX and spoke with " XXXX '' who told me that this was an automatic response and that MOHELA had my entire payment history and that the payments would be updated within their system and the PSLF forms would be re-processed further to the PSLF Limited Waiver. She further stated that the " team will reprocess the application, '' and " all [ of my ] forms were approved, '' that there was " nothing else to do on [ my ] end '' and that the processing of my PSLF form would take another 60-90 business days. Yesterday on XX/XX/XXXX I received a letter dated XX/XX/XXXX from MOHELA that I STILL do not qualify for the PSLF program due to insufficient payments ( stating therein that only XXXX of the required XXXX payments ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 280XX
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: 2023-02-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan has been sold from XXXX to Mohela an I have never received a message from Mohela regarding them having my student loans. The Student loan balance reporting on my consumer report is higher with Mohela than it was with XXXX. i am struggling and due to this high student loan on my consumer report it causes me so much pain an stress. I try apply for a home loans and I did not qualify because of the debt to ratio to high causing by the Mohela/XXXX XXXX XXXX XXXX XXXX reporting on my consumer report. At this point I can not effort to make any payment nor qualify for a place to stay since lender has to check the consumer report. Even though the account is still showing good standing on my consumer report, it still effecting my and my family very bad and due to this recession things are getting harder for me and my family. I would like for these student loans to be update to zero balance on my consumer report so I can get qualify for a place to stay with my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2023-02-11
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: Received bad information about your loan
Consumer Complaint: My information for Public service loan forgiveness was sent to Mohela from XXXX XXXX XXXX and listed as processed on XX/XX/XXXX. I had already been certified for 117 payments by XXXX XXXX back in XXXX, XXXX. My mohela payment tracker was not updated accurately. I was informed in late XXXX, XXXX that mohela had nothing from XXXX XXXX and to resubmit forms, which I did by XX/XX/XXXX. I was promised 90 days to process. In XXXX, XXXX, my PSLF forms were listed as processed but inaccurate payment tracker counts and missing dates ( XXXX, XXXX through XXXX, XXXX completely missing ). Also missing over 2 years of payments for which I submitted employment certification forms. By XXXX, XXXX, I had already called on 8 different occasions to obtain accurate updates. I was told on XX/XX/XXXX that an employment form was misread and instead of 24 months of certified employment, it was recorded as 1 month and for the wrong year. I was also told to wait as I had been told all the times previously for the payment tracker to be updated, that the same form I had submitted 5 months prior had to be re-processed. I submitted all the required paperwork and employment certification forms for over 120 payments ( of 156 eligible at this point ) but due to repeated, multiple mistakes on MOHELAs part, I am still waiting. My account is still inaccurate despite multiple calls to correct it. My forms should have been processed in the promised 90 business days back in XXXX, XXXX. I refuse to wait another 90 days every time Mohela miscounts the dates on my employment certification. If this was any other type of customer service, it would be appalling. I have submitted certified employment proof of at LEAST XXXX20 payments of 156 eligible payment periods. I should not have to wait beyond the promised 90 days, especially when the REPEATED and seemingly intentional mistakes are by Mohela. Every time I call, the re-processed form was somehow grossly misread, resulting in mohela telling me to just wait another 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27704
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: 2023-02-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This complaint relates to MOHELA account for XXXX XXXX ( account ending in XXXX ). I recently submitted a formal letter in XXXX XXXX stated that my qualified payment count was incorrect because I was allowed to improperly remain in forbearance for over 36 months. My file also includes a forbearance form submitted in XXXX XXXX attempting to document this period. My employer certification forms are still not up to date. I have hit well over 120 payments and should be due a refund from payments made after XX/XX/XXXX. I am at 185 eligible payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80220
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: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for the PSLF program, the hospital I worked at for 5 years that qualifies has closed down. I called Mohela to see how I can verify that I worked there and they only would accept W2 from XXXX, which I no longer have. The IRS also no longer has those records on file. They are completely unwilling to work with me on finding a solution
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for XXXX on XX/XX/XXXX and was informed that there was a 90 day processing time. The 90 day period has now passed and when I logged in to check the status of my application the status showed " Cancelled ''. I have not received any correspondence regarding this and have not been informed of what " cancelled '' indicates/translates. Upon contacting Mohela by phone on XX/XX/XXXX I was placed on a significantly long hold while my application status was " looked into '' and still was not provided with helpful information or resolution during the phone call. At conclusion of this call I was told that I would need to wait another 30 days for processing as they are unsure of why my application status is showing as cancelled. I submitted all required and fully completed documentation in XXXX of XXXX and I am not sure what the hold up is for moving forward with the forgiveness of my student loans on the basis of 120 months of completed public service. Being that the 90 days has passed I feel correction or further processing of my application should now be expedited and I should not be required to wait another 30 days due to MOHELA mishandling of my application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was making my monthly payments under the XXXX XXXX period from XX/XX/XXXX- XX/XX/XXXX. The rules were not clear on the deferment at the time and I wanted to ensure that I honored my commitment to the XXXX XXXX XXXX XXXX program. I had requested a refund for those payments on XX/XX/XXXX and was told by Mohela that it would take 60 days to process the refund. At the time, the refund was for all of the payments I had made up until that point. I called again on XX/XX/XXXX and was then told that it would take XXXX business days to process the refund. I additionally requested for a refund for the payments I had made after the XXXX date. Yesterday, XX/XX/XXXX would mark the XXXX business day from that first call in XXXX. I called today to check the status of the refund and all the person could tell me was that it was processing and that there was not anything I could do on my part to expedite the process. I was told today that it will take another XXXX business days for me to receive a refund. I feel that Mohela is giving me misleading information about when my refund is going to arrive especially as a former teacher who recently resigned to take care of my own mental health after experiencing three deaths in my family in the past 7 months. I already was not making much to begin with and thought that I would be okay financially operating under the assumption that I was going to receive the refund for all the payments I had made during that time period, which if I'm not mistaken, totals to about {$13000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91801
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have PSLF payments made on this loan that are not showing up. When I inquired about it with the company, they advised they would get back to me and they never did. It has been over 8 months since they took over my loan from a different servicer and there have been no changes on my account or updates on my payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello. I am a long-time public school educator who is dealing with many mistakesfrom MOHELA that are preventing me from getting XXXX loan forgiveness. I have sent in all necessarypaperwork, consolidatedall loans, and recertified my qualifying employment each year for years. I haveworked at this school since XXXX, so my loans should be forgiven. In addition, all my undergraduateloans are over XXXX XXXX XXXX and should be forgiven even if I had not qualified for XXXX. MOHELA has made mistakes and has delayed correcting them since my loans were transferredto them from XXXX in XXXX of XXXX. Although I have great credit scores and no other debt, I am being denied consumer loans I am applying for no other reason but this loan situation is not being resolved. As a XXXX and a XXXX teacher, I am disappointed and, quite XXXX, angry that this situationis not being resolved. It is interferingwith my life and my financial progress. In addition, credit bureaus are showing an incorrect loan amount that is higher than I actually owe. MOHELA and/or XXXX XXXX XXXX XXXX XXXX remedy this mistake. I ask that you pleasehelp remedythis situationas soon as possible. I want to continue to serve as a teacher, and I need this to be resolvedfor my own financial and personal well-being. Please let me know if there is anything else I can do on my end. Please help me remedy this situation so that I can move on with my life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A