Date Received: 2023-02-09
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Yes I have worked in public service for over 10 years, submitting paperwork last year in XXXX. I have been either deferred or forbearance status for XXXX years with no knowledge from the stdt loan center that i could have this work counted towards my balance which has since ballooned from XXXX to XXXX. This is pure fraud on the dept of education. I applied as mentioned before for pslf and to this date they gave me no relief for my service in the public.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27127
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: Problem with customer service
Consumer Complaint: Mohela has been unresponsive to my questions about my account. They have also changed so-called " policies and procedures '' throughout my interaction with them over the past 5 months. I applied for public service loan forgiveness in XXXX of XXXX. I was told it could take up to 90 days. In XXXX, I received two notices. The first was an update showing that my certification had been updated. And the second stating they had. These were very confusing because although they were transmitted electronically they appeared to back dated and was challenging to piece together which notice was correct. Since then, I have been told there's no other paperwork I need to file and my account reveals the necessary number of qualifying payments. However, I have not been able to confirm whether Mohela has taken any next steps to contact the Department of Education so that my loans can be discharged. I have called multiple times and received no answers. Most recently I called on XX/XX/XXXX and spoke to XXXX who only spoke to me vague generalities about how the process works and would not answer my questions about my account. He promised to transfer me to a supervisor but after 30 minutes on hold they hung up and never called back as promised. Today, XX/XX/XXXX, I attempted to utilize the chat function where I spoke with XXXX. Again, she only spoke in vague generalities and when I continued to ask questions specific to my account she told me I could call to speak to a supervisor and then blocked me from continuing the chat. The other complication is that when I call and use the directory it suggests that there has been another document uploaded to my account in XXXX that I can not see online and that I did not personal submit. I don't know what else to do in order to get information relative to my own personal account. This is completely unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2023-02-09
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: Problem with customer service
Consumer Complaint: My problem is with Mohela. My PSLF application has been in limbo since XX/XX/2022 ( and they keep saying 90 days processing ). The problem is that now my application says it was 'Cancelled for Duplication. ' I called and while they are nice, their explanation really did not make sense. They say not to worry about what the website says ( um, how can we not worry? ) and that the fault lies with the XXXX. XXXX XXXX for not sending them anything. This is demonstrably NOT true. XXXX says talk to Mohela. XXXX says talk to Mohela. The other agencies say everything is with Mohela. This is incredibly stressful. I've been working in a public XXXX XXXX for XXXX years. Furthermore, people who applied months after me are getting forgiveness, whereas I can't even see a payment tracker. I don't know what to do anymore. Thanks for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 977XX
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: ( XXXX ) Submitted consolidation paperwork XX/XX/XXXX, borrower doc information above. XX/XX/XXXX spoke to XXXX because accounts were removed from the Mohlea account prior to consolidation being complete. Tried to speak with supervisor-transferred and sat on hold for an hour. Checked my account consolidation paperwork removed with out my permission. Spoke to XXXX or XXXX he tried to get a supervisor and call dropped.HE NVER CALLED ME BACK EVEN THOUGH I GAVE HIM PERMISSION TO CALL ME BACK. I've been waiting since XX/XX/XXXX for my consolidation to take place for Mohlea to delete my paperwork after I waited 90 days for it to be processed and there were two accounts removed without my consolidation being completed. Whenever I call, I'm kept on hold excessively without being able to speak with a supervisor or processor. The tag line in parentheses is proof the information was not only submitted BUT IT WAS SUBMITTED prior to XX/XX/XXXX which was the last day for consolidation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a public servant who has been employed by the same government employer for over 10 years. I have diligently kept track, followed the regulations, and re-certified my employment annually after that became a recommendation. I had to appeal to XXXX at one point to correct my PSLF month count because I was told Mohela wasn't showing my payments. Finally got that corrected and then my loan was transferred back to mohela right before I qualified for forgiveness with 120 months. It has been well over 90 days since I applied on XX/XX/2022 for the finalization of forgiveness. Since then I have contacted them multiple times and get the same " it will take 90 days message. '' My application is not complicated, my employment has been certified for years and my counts are up to date. I am deeply concerned by the number of people complaining that Mohela has had them waiting over 6 months or longer. At the end of the day, Mohela is a government contractor servicing a government program for government employees. PLEASE hold them accountable to the people who are desperately trying to help themselves here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 669XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have submitted all required documentation for public service loan forgiveness ( PSLF ) as of XXXX. Mohela received my loans from XXXX before I was able to receive forgiveness. They required a re-submission of paperwork which I sent on XX/XX/XXXX. I was told it would take up to 90 business days to process. It was processed yesterday and they are saying the form is a " duplicate '' and needs to be re-processed, taking another 60-90 business days. They admit over the phone this was their error but that " there is nothing they can do. '' Looking through the XXXX forum on XXXX, there are dozens of customers who have had this " duplicate '' error and all are being told it will take another 90 business days. This will cause many people to have to start paying on their loans again even though they should have already been forgiven. I have tried to call several times and am put on hold to transfer to a supervisor, only to be disconnected. They say they will call back but never do. I am reaching out to you because I believe this delay is intentional to keep these loans on their books as long as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have called Mohelia several times regarding this matter, and no one can give me an answer. The last update to my credit report was XX/XX/2022. This loan has been written off due to Public Service Forgiveness. The balance is {$0.00}. Mohela Account : XXXX Current Balance : {$0.00} Previous Balance : {$1500.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, the USPS stamped that Mohela received my revised PSLF form to per XXXX XXXX response to the prior complaint I lodged on this site. Today I called Mohela to check the status of my PSLF application. When I entered my SS number, the recording stated : " PSLF form last received on XX/XX/XXXX. '' this is unacceptable!!! Now I must wonder and worry about the status of my PSLF application, with no way to speak to ANYONE about the true status, with only an erroneous response from mangled XXXX!!! I need the TRUE status of my time limited, modified PSLF, which I originally submitted before the XX/XX/XXXX deadline! Also, due to president Biden 's new regulations imposed on student loan balances, I need to know the recalculation of my student loan balance, per the new rules, as I have been involuntarily retired due to age discrimination, and need to financially plan going forward for tax and retirement purposes!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX, I submitted my application for the XXXX program, expecting to have my student loans forgiven after having paid towards them for at least 16 years at that point. It was at that time I was told I wasn't in the " right '' program and would have to start over, making another 10 years of payments or a minimum of 26 years of payments. This is in direct conflict with what my servicers had told me in XXXX when the XXXX program began. In XXXX of XXXX, I learned that the XXXX waiver program had been established. On XX/XX/XXXX I re-submitted my application for the XXXX program. I was told that someone would contact me to help me through the process but I only received notifications stating that I was not eligible for the program ( even though my colleagues at the same agency had their loans forgiven under the XXXX program ). No one contacted me to go through my application. In XXXX of XXXX, having heard nothing from anyone regarding the status of my XXXX application, and while continuing to make my monthly student loan payments, I reached out to my Senator 's office who claimed it would help me resolve the issue. They did not. They advised that the Department of Education had no records on me. When they finally found my records some months later, I was told they would then investigate. In the meantime, I was advised by someone else who worked with me that they had to " re '' consolidate their student loans to a new company but once they did, the loans were forgiven under the XXXX program. So I " re '' consolidated my loans and went to the required servicer MOHELA in XX/XX/XXXX. The letter I received from MOHELA stated it could up to 90 days to process a PSLF application. Sometime in XXXX of XXXX, I finally received an email from my Senator 's office stating that the Department of Education claimed I still had my student loans with my old servicer and therefore was not eligible for forgiveness. Except I had consolidated to MOHELA months before the Department of Education letter was written. I told my Senator 's office that but nothing happened. On XX/XX/XXXX, I contacted the Department of Education Ombudsman XXXX XXXX. She copied XXXX XXXX. They said they were going to help me get the matter resolved. I have been working for the State of New Jersey since XXXX of XXXX, and have paid on my student loans thousands every month since then -- more than 2 times the actual amount I've borrowed. On XX/XX/XXXX, I received a letter from MOHELA telling me I've only made XXXX payments towards my student loans ( the correct amount is well over 200 -- much more than the 120 required for the XXXX forgiveness ). The letter is dated XX/XX/XXXX, 6 days before I reached out to the Department of Education Ombudsman 's office. Why am I not being granted the XXXX relief I'm supposed to be entitled to that my colleagues have gotten? One of the most egregious parts of this entire situation is that, when I " re '' consolidated in XXXX XXXX XXXX, all those years of payments on my student loans were wiped off my credit report. My credit score dropped almost 40 points as a result!!!!!!!!!!!!!!!!!!!!!!!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have hit the 120 payments required for public service loan forgiveness. I filed for forgiveness in the beginning of XXXX and still have not received the forgiveness. Due to the terms of the PSLF program, I am unable to leave my employment until the forgiveness is processed. Mohela has told me that they and DOE may take an additional 90-180 business days to complete the forgiveness. It is costing me better employment opportunities to be stuck in this position after I have already completed all of the necessary terms on my side to get forgiveness and have already waited two additional months for processing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A