Date Received: 2023-02-03
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I was notified that MOHELA was receiving my loans from XXXX. I have tried to set up an account with them to no avail. I called them and was on the phone FOR AN HOUR. I have recived nothing from them regarding my loans or the transfer. I am unable to set up an account because they said the information I provided them about my date of birth, social security number, and last name are wrong when they are not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 262XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I applied for PSLF in XX/XX/XXXX with my servicer XXXX XXXX. At the time my loan information was denied although all documentation was accurate and signed by previous employers. I eventually submitted 3rd party verification of employment in the form of W-2 for the years XXXX through XXXX to verify that I had met employment requirements for the PSLF. The information was accepted and received by XXXX and my payment count was updated once the payment tool was created. Once the payment count was complete months later into XXXX, I contacted XXXX as the payment counts were incorrect they showed 96 of 120. I was informed to wait longer as the payment count process is tedious and to be patient and wait for an update. I eventually spoke with a representative in XX/XX/XXXX that informed me that my payment count was not updated because all of my loan periods were not counted due to me being in school or requesting an " in-school deferment ''. I informed the representative that I had never requested any in-school deferments as I would have no reason to, as I receive XXXX XXXX and I had always been in an income-based repayment plan ( IBR ) with my payment amounts set at {$0.00} per month for the last 10 years. After some review, the representative reviewed their documentation and reported to me that the deferments were " automatic ''. I was unaware of any automatic referrals and I explained to the representative that those payment periods should be counted as I did not request them at any time. The representative reviewed the information and requested that I receive a call-back from a supervisor. When I did receive a call from the supervisor, I was advised to go online, print, and fax the " in-school deferment waiver request '' form. I subsequently submitted the form in XX/XX/XXXX and my payment counts were still not updated. When I contacted the agency I was informed that I would need to consolidate all of my loans for the periods in question to be counted. I applied for a consolidation and all of my loans were consolidated successfully. This process took several months to update. In XX/XX/XXXX, I was informed that I would need to resubmit the documentation to cover all dates in question. On the form input the dates XXXX to cover all dates in question as the representative informed me to do so and resubmitted as requested. In XX/XX/XXXX that information was still not updated, however I was notified via the XXXX website the information was received. My loans were consolidated and transferred to MOHELA without applying the " in-school deferment waiver '' as requested 1 year prior. I have contacted MOHELA several times to request an update on payment periods. They have asked me to provide a copy of the form submitted to XXXX which has been provided, but have failed to update my payment counts. I am missing 41 payments because of this. When I spoke to XXXX a supervisor from MOHELA last week, she informed me that MOHELA can not modify payment counts because XXXX should have updated the count prior to consolidation and transfer to MOHELA. She states she can not apply the form because MOHELA does not accept these forms and they do not have a waiver policy as XXXX did. On XX/XX/XXXX she left me a voicemail saying that she was sorry and there was nothing else she could do for me to update my payment count correctly. I have been distressed about this process for almost 2 years. I have been met with representatives that provide various policy guidelines based on their own interpretation and I have been at the mercy of who ever I speak to that day. I have done everything that I have been told and I have called multiple times in a day to cross-reference information, only to be met with terminated calls after waiting hours and/or no resolution to my issue. I have applied for any available application such as the XXXX as the representatives have instructed me to, even when it was not required because I had met all of the requirements for the basic PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted an application through mohela in XX/XX/XXXX under the XXXX program. At that time I submitted all information past employers and the consolidation information. On XX/XX/XXXX I updated my application that was received by mohela adding XXXX more employer. In XX/XX/XXXX I noticed on the website that I had to qualify and payments for removal and forgiveness of my loan. Mohela also sent me a letter stating that that was the case. In XXXX of 2022 I spoke to an XXXX XXXX XXXX he also left a message on my answering service noting that I had XXXX qualifying payments. I spoke with him again and early XX/XX/XXXX and was told that I had the qualifying payments but my loan was sent to the XXXX XXXX XXXX for XXXX. In XXXX I also contacted the XXXX XXXX XXXX and noticed that mohela did not submit my loans as previously stated. I called in several times and got conflicting information. I repeatedly ask why my account was now showing that I only had XXXX qualifying payments but in my inbox on the account it noted a letter that I received in PDF form that needed I had XXXX qualifying payments. I later contacted the chat and requested to speak with an unbudsman to support my case. The chat feature although it was activated to representatives XXXX and XXXX repeatedly removed me from the chat when I questioned the continuity of the information that I was being told. Often I call into mohela and I have a wait time of over XXXX hours. When I finally reach a representative I am told conflicting things about my loan. Initially my loan was said to be resolved within XXXX XXXX of the XX/XX/XXXX date. That has not happened my loan has not been addressed the errors have not been addressed and my loan continues to sit. Not counting my payments towards forgiveness. On XXXX the XXXX XXXX I again attempted to contact mohela waiting on the phone for a very long time. As a result I contacted the chat the chat feature and spoke to a representative who just gave me answers that were not specific to my case but XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I repeatedly asked to speak to a supervisor and then that representative relegated me to the XXXX number which I told her was over an hour 's wait. At this juncture I would like mohela to update my qualifying payments, to send my account to the department of a for review of forgiveness, and to do the due diligence of contacting my employer 's for certification. Mohela has not completed this task since XXXX of XXXX well beyond the XXXX business day marker they have agreed to reach. I would like to also ask why mohela submitted a PDF to my inbox account noting that I had XXXX payment and XXXX qualifying payments, and then changed this? Where did they get this information and why is there an error now on my account saying that I only have two qualifying payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: MOHELA is in violation of violation 15usc1681, 15usc1681b and 15usc6802 This is the final attempt to resolve this matter before a civil lawsuit
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2023-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX I submitted my PSLF forms. One employer was a charter school that is no longer in business. I do not have W2 forms so I submitted IRS transcript from IRS.gov website to cover information missing. The form provides Employer Tax Identification number and my salary. I'm told by Mohela that's not acceptable but need a W2 instead. W2 gives the same information as the IRS transcript and neither give dates of employment so why is a W2 more acceptable than the tax transcript? Furthermore, SSA charges {$150.00} per year ( 4 years for me ) to provide a W2. I provided 3 years of IRS transcript but was 3 months too late for XXXX so I must pay for a W2 for that year. {$450.00} for the same in information seems ridiculous since they already have the same information but in another form.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34208
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XX/XX/XXXX I refinanced my federal loans with MOHELA into direct loans to obtain forgiveness under XXXX. MOHELA included an application for XXXX in the envelope along with my loan package. I immediately completed the application & returned it ( receipt date was XX/XX/XXXX ). On XX/XX/XXXX I called MOHELA to inquire about the status of my application. The customer service rep asked me to verify my account information then asked if I had received any Pell Grants. I said I received one in the amount of {$450.00}. She immediately advised me to apply for Biden 's student loan forgiveness program. 4 days later MOHELA sent me 3 rejection letters saying I didn't have direct loans. She saw I had direct loans while I was on the phone with her & she still rejected my application. I believe she was steering me into options that did not benefit me but instead benefitted MOHELA based on information she saw within my account & application. MOHELA acknowledges I have qualifying employment & direct loans but they have failed to verify my payment history. I uploaded that information from XXXX XXXX XXXX XXXX & I'm still being rejected. They have not done proper due diligence on my account by looking back & counting my payment history with XXXX XXXX XXXX XXXX. I have been dealing with MOHELA for 7 months & I'm tired of getting the runaround even though I fully qualify. Can you help me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 539XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Employee of 501 ( c ) 3 organization for 12 years with student loans trying to apply for PSLF. Completed online help tool on XX/XX/XXXX. Employer not in database. Information sent to XXXX and told to wait 30-60 days. No response ever. Completed online help tool again on XX/XX/XXXX. Employer not in database. Information sent to MOHELA and told to wait 30-60 days. No response ever. MOHELA telephone system does not connect to human being and automated system under my Social Security Number indicates no file exists and call ends. Thus, impossible to get a final determination of employer eligibility in order to permit completion of application for the PSLF program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted an application for PSLF by uploading it to MOHELAs website on XX/XX/XXXX. I have been periodically logging in to the MOHELA website to check on the status, it has consistently indicated " Received In Process ''. However, upon logging in on XX/XX/XXXX the status indicated " Duplicate Form '' with description indicating " A duplicate application was processed as Canceled. '' I called MOHELA for further guidance on XX/XX/XXXX. The representative I spoke with verified the status was canceled, but indicated it should not have been canceled as it was not a duplicate. She was able to determine the previous certification was submitted in XX/XX/XXXX and the newest on XX/XX/XXXX, therefore the XX/XX/XXXX submission was not a duplicate as the XXXX were not submitted in the same year. The representative resubmitted the application over the phone, however, indicated the processing time will start over and be subject to up to a 90 business days processing time ( anticipate XX/XX/XXXX ), rather than picking up where it left off based on my original submission on XX/XX/XXXX. The representative indicated that there is no way for her to return the application to the original processing time frame, thus the 90 business days period starting over. As noted by the MOHELA representative, this was an error on behalf of MOHELA and therefore I find this completely unacceptable to restart the processing period. By my estimates the original 90 business days processing time would have ended on XX/XX/XXXX. I feel it is reasonable to request processing by XX/XX/XXXX, rather than restarting the 90 business days. The loan in question had a total payoff amount of {$180000.00}, as of XX/XX/XXXX. Of note, my conversation with the MOHELA representative on XX/XX/XXXX, was quite pleasant. She was very informative and understanding of my frustration, and I believe she handled the situation nicely, but simply did not have the ability to remedy the situation as I see appropriate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72701
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My forms to have my loans forgiven were rejected by MOHELA as duplicates in XX/XX/2022, when I was requested to resend them. I resubmitted them and the forms have been sitting on the server the past five months. I was told that it would take only 60 days to re-process the forms. I have been trying to contact a customer service rep/MOHELA for clarification and have yet to hear back. Even my emails come back with a form letter with no information other than to contact them, which again gets no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I paid Mohela XXXX dollars last year for tax purposes on or around XX/XX/22, but Mohela applied it mostly to principal. When I noticed this on XX/XX/22 I began contacting them repeatedly online, but got information about how to give them more money instead. Eventually in XXXX I called and got a person. That person assured me this would be taken care of, which appears to have happened on XX/XX/22. When I check the website today, the money was better distributed, but {$1000.00} is still applied to principal and their site claims I still have {$1200.00} interest that could be paid down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A