Date Received: 2023-02-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX submitted PSLF with MOHELA XX/XX/XXXX Submitted FSA Feedback Case because of payment history gap of 48 months XX/XX/XXXX MOHELA secure message stating not qualified for PSLF yet due to not enough qualifying payments. Also, one employer had end date incorrect on employer eligibility form, short on year XXXX. XX/XX/XXXX submitted new employee verification form to include the XXXX missing year. XX/XX/XXXX added message about payment gap allegedly being due to in school deferment mistake by XXXX. Included upload of transcript to show not in school during that time. XXXX?? XXXX transcript of chat with FSA representative ; informed feedback case is being actively reviewed and investigated. XX/XX/XXXX emailed Representative XXXX XXXX regarding congressional inquiry of my loan status. XX/XX/XXXX emailed Representative XXXX XXXX regarding congressional inquiry of my loan status. XX/XX/XXXX Added to Feedback Case request to escalate to the Ombudsman XXXX. XXXX business days since filing complaint. XX/XX/XXXX call FSA, representative with ombudsman. Reports complaint is in the queue with MOHELA. XX/XX/XXXX call with MOHELA. Representative said she couldn't see payments from the time period and connected with an account XXXX. She was told those payments are under review and I should know something in the summer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94063
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: Received bad information about your loan
Consumer Complaint: Mohela, the federal servicer of loans eligible for Public Service Loan Forgiveness, appears to be purposefully and willfully misclassifying my application for PSLF. It is apparent that they are conducting business in a manner to exploit both borrowers and the federal government to maximize the interest collected on loans consolidated to them, as evidenced by thousands of similar publicly available complaints relating to what can only be willful ineptitude. I consolidated my loans prior to the XX/XX/2022 deadline, and submitted two employment verifications that covered a span of over 10 years. Despite communicating with them dozens of times, they still have not yet verified that two different local governments are eligible public sector entities. Additionally, they periodically send correspondence that states that 1 ) I have had no eligible employment, or 2 ) made no eligible payments, which I believe may be designed to dis-incentivize individuals seeking forgiveness. The process for verifying eligibility should be simple, but Mohela is making it tremendously difficult, and is continually providing incorrect correspondence that could lead a person to believe they are not actually eligible when they indeed are. In some cases, Mohela staff state on the phone that they " need more time '' or to " give them another 90 days '' even after they have sent letters ( electronically ) that state " You have not yet made the required 120 qualifying payments necessary to be eligible for PSLF ''. Mohela should be fully investigated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77901
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: Trouble with how payments are being handled
Consumer Complaint: I was recently switched from XXXX serving to Mohela for my student loan serving department. Since this transition Ive had issues with getting my employment verified to complete my PSLF employment certification. I have submitted documents on multiple occasion and the documents tend to be mark as duplicates without reviewal even when they are new forms. All of the forms submitted have all my employment history to certify my payments but they are not being reviewed, therefore, I still have payments that state they require " employment certification ''. Which is incorrect because all the documentation needed has been submitted. I have contact the company on multiple occasion and they state the payment tracker is " behind '', however this is the same incident that occurred when I had to resubmit my paperwork and wait an addition 60 days for it to be review again. My forms were submitted in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and they all were marked duplicated without a thorough review. This situation is putting a hold on my PSLF employment requirement certification and therefore putting a hold on my forgiveness application. Additionally I submitted a request in XX/XX/XXXX and again in XX/XX/XXXX to have a payment refunded to me that was made in XXXX of XXXX that has still not been processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with 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: I have applied for Public Service Loan Forgiveness and submitted all required documentation. I have met all requirements to have my loans discharged under the PSLF waiver. My payment counts have not updated since XX/XX/2022 despite multiple attempts at contacting Mohela to have my payment counts updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I continue to get the runaround on XXXX from Mohela. Mohela and I agree that my last XXXX was processed in XX/XX/2022, putting me over the XXXX required payments to qualify. We also agree that my account has reflected the correct XXXX payments since XXXX. However, Mohela reports that they have not sent my account for discharge under XXXX. When I ask why or when they will, they say they do not know. So we agree all requirements have been met and all paperwork is complete, but they have refused to even begin processing the discharge for months and claim it will take another XXXX business days after they " start the process. '' There is absolutely no reason to not process my completed PSLF but they can't tell me why they haven't.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76123
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: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela, according to the Mohela customer service rep I spoke to on XX/XX/XXXX, explained that Mohela 's processing error led to a letter/notification that my employer did not complete questions 9-12 on the employer verification form that my employer submitted. She pulled up my materials and confirmed that my employer verification form was complete ( all required responses were provided along with appropriate signature ). The representative said that my application file ( including employer 's form and employer 's eligibility ) was complete and should cleared review. ' I was already past the 90-day period the Mohela site posted as my processing time, my application is complete ( according the representative who reviewed it with me during my call ), but the representative said that Mohela would reset my processing for another 90-day period to clear my application for approval. The representative did reset my application, which now shows that a new 90-day processing period has begun. Now a week later, I received a notification detailing that my payments will resume ( but I am way over the 120 payments for XXXX forgiveness ), Furthermore, the rep ( who was polite, no troubles there ) suggested that I resubmit my borrower 's page for the XXXX application, and noted that I should resign my signature on the original application page. I did as suggested ( see attached ) and now that submission is listed as resetting the 90-day processing for review. As the end of the federal forbearance period is coming soon, I am out of time with the uncertainty that additional Mohela reviewing errors will likely continue to reset and delay my approval. The Mohela employee reviewed all my materials while I was on the phone, and she clearly stated that all my materials were in order and that it was flagged in error and now must start the process from scratch. From consumer reports from CFPB, there is clearly a pattern of Mohela delays and errors that jeopardize timely and accurate review for official approval. If the rep I spoke with can confirm all my materials and information is in order, why am I back to square one, and why do I need to wait another 3+ months fearing that the error-prone review process will delay and disturb my official approval. I made more than 120 payments towards XXXX forgiveness. All forms ( including employer form from employer ) were submitted before the XX/XX/XXXX deadline. Mohela rep explained my files were complete and accurate, and that the application shouldn't have been flagged as having an error. Yet, I am now back to week 1 of another round of 90-days for processing, in the same exact system that erroneously flagged my application after the previous 90-day review period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06605
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 have been attempting to get my XXXX processed since XX/XX/22. Mohela provides different excuses why my XXXX has not been processed each time I call or email. I qualify for complete loan forgiveness under pslf and they have done nothing since my loans were transferred in XX/XX/22 except provide multiple reasons and excuses why nothing has been done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39047
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: 2023-02-09
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My student loan balance PRIOR to receiving any refunds was {$8600.00}. I then received a letter from Mohela stating I received a total of {$18000.00} in refunds, & now my current student loan balance says I owe {$30000.00}. This is an incorrect balance. {$8700.00} plus {$18000.00} = XXXX. NOT {$30000.00}! I have tried to fix the issue via phone with Mohela few times without success. I spoke with supervisor XXXX, who said she sees the discrepancy in the balance & would reach out to another dept & call me when she hears back with corrected info. She called me the next week without any new information & said she still sees the discrepancy but will have to send to accounting to fix. My credit score has been negatively impacted by this discrepancy in my total loan balance. I haven't heard anything else regarding Mohela correcting the error. My balance is INCORRECT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63116
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: 2023-02-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a request for refunds of voluntary payments during the pandemic in XX/XX/2022. I was told during that initial request that it would take 90 business days. Since then, the timeline has been pushed back with no movement in the process. My loans are currently being serviced by Mohela but were originally serviced by XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my employer certification forms for forgiveness of my student loans based on the Public Service Loan Forgiveness program on XX/XX/XXXX. These certifications covered XXXX, XXXX through XXXX, XXXX, all of which were qualifying employment for the PSLF program. The submittal page indicated it would take XXXX business days to process, which I understand is normal. These forms were all submitted as part of the same packet. On XX/XX/XXXX, my account was updated to reflect the forms were " processed '' and a notice would be sent within 7-10 days. On XX/XX/XXXX, a payment tracker appeared in my account. On this payment tracker, the period from XXXX XXXX XXXX did not appear in any part of the tracker-either the eligible or ineligible period. This period of time was not on a pick list or part of any count. The rest of my employment was displayed except this period. I contacted MOHELA via live chat on XX/XX/XXXX to inquire as to why this period was not appearing in my account at all. The individual responding to the chat, XXXX, indicated my forms would be submitted for reprocessing to include this employment in the count. I asked how long this would take, and XXXX indicated it would be another 90 business days. The PSLF Form Status on my account also indicates it will take another 90 business days to review the same documents. I have not received an explanation as to what happened to cause this reprocessing to be necessary and it is especially confounding given the rest of the forms or periods of time appear without issue. This is an unacceptable administration of this program. These documents were in the same packet and there appears to be no way to track where these documents are in the process. The idea that it will take another 90 business days to " reprocess '' when they already have had the information for three and a half months is absurd when my financial future is hanging in the balance and I have been eligible for forgiveness for months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 489XX
Submitted Via: Web
Date Sent: 2023-02-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A