Date Received: 2023-01-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously denied and/or processed my PSLF application incorrectly. Mohela is not even processing my PSLF application. They are closing it as a duplicate or canceling it. There isnt a duplicate or at least an approved one so this pushes the processing time even further due to their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have tried for almost 2 years to get PSLF from my federal student loan provider and have been unsuccessful. This all occurred after my student loan provider switched to MOHELA. I have submitted forms multiple times throughout the 2 years without any approval, or communication about why it has not been approved. I qualify for forgiveness and they will not give it to me for some reason. I can not stand dealing with MOHELA anymore. I am a resident physician who works at a nonprofit. I have worked at a nonprofit hospital for 3 years now. There is no reason I should not be approved right away for PSLF. Every time I try to communicate with the company I never get through or hear back. They never give me explanations on why I am not approved for PSLF. I attached my most recent PSLF form below.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I recently received forgiveness of my student loans through PSLF. My loans should have been forgiven years ago. When I consolidated in XXXX, it was a person over the phone who consolidated over 20 loans. I expected my loans to be forgiven after I met my obligation and was told I did not consolidate correctly. The government did my consolidation ( over the phone- before you could go online to do it yourself ). So, I was a candidate for XXXX. After a fair amount of difficulty, I finally got the letter last week indicating forgiveness. Yay! After all of these years as a public servant. The problem is I overpaid by 32 payments and they will not refund my overpayments once again because of rules they made up. So some people will get it all back, others none. Also, I paid {$2000.00} through the XXXX until XX/XX/XXXX when I launched this application and realized it was likely to go through this time. I expected I would get the money back through XXXX. I reached out to their servicer, Mohela, today. They will no longer consider giving me my money back now because they have XXXX my loans. Whereas before they XXXX my loans, they " may '' have returned it ( I paid from XXXX XXXX XXXX so yeah, entitled to a refund ). Every step of the way, this has been a dishonest, difficult process lacking in transparency. Seems pretty clear to me. XXXX payments. Refund people. Stop the madnessXXXX XXXX was signed into law. Pay people back who paid through that period. I am actively pursuing legal support at this point. It's not okay, and it needs to stop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97701
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I received a letter stating that my XXXX application was denied. I provided proof that I have over XXXX XXXX of public service. However, the letter stated that I did not make any payments during my public service employment from XXXX - XXXX. I applied for the XXXX and limited waiver, not the regular XXXX program. I would like my application to be reevaluated under the correct program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: In XXXX, I received a letter stating that my XXXX application was denied. I provided proof that I have 4 years of XXXX XXXX. The letter stated that I did not make any payments. However, I applied for the XXXX and limited waiver, not the regular XXXX program. I would like my application to be reevaluated under the correct program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue : I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously denied and/or processed my PSLF application incorrectly. Mohela is denying my PSLF application due to my employer not answering questions XXXX in Section XXXX confirming the organization type. The applicable questions in Section XXXX questions XXXX were completed on the application that was sent to Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33594
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Please note that I submitted a complaint earlier in XXXX ( submitted XX/XX/XXXX, # XXXX ), but it was closed. I received a letter saying that CFPB concluded that the complaint did not come from me, but it did. On this site it says the complaint was closed because I had already submitted previously, which is not the case. Here is my original complaint : I submitted an Employment Certification form in XXXX of XXXX. Mohela 's website has marked the form as " processed, '' but the payment count has still not been updated. I submitted another Employment Certification form in XXXX of XXXX when I had, to my knowledge, reached the 120 payment count, but I have still received no updates. I have tried to call Mohela but can not reach a representative after over an hour on the line. I have also tried sending a message on their website. I understand the 90-day processing time for the form I sent in XXXX, but it seems to me that the form I submitted in XXXX should be reflected in the payment count by now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19426
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am unable to get Mohela to review my account under the new XXXX XXXX XXXX XXXX XXXX XXXX ) waivers and guidelines. My loans were consolidated into the correct loan type in XXXX. I've been with a qualifying government employer since that time. My PSLF history goes back to XX/XX/XXXX when the program started. I've submitted employment certification regularly ( to XXXX and now Mohela ) during that time. My account currently reflects XXXX qualified payments, an additonal XXXX needing employment certification and XXXX ineligible payments. The XXXX ineligible are all forbearance months that will become eligible and qualifying once my account is reviewed. I submitted an application in XXXX that was processed in XXXX with an update to only the more recent months. I was again denied forgiveness. I submitted another application recently and am just trying to get someone to review and update my seemingly straightforward account information and path to loan discharge. Once reviewed, I will have XXXX qualified payments and my loan forgiveness will date back to XX/XX/XXXX, resulting in a substantial refund of payments. Every touch to the case seems to start a new " 90 BUSINESS day '' clock for review. It has now been almost a year that new policies regarding forbearance months were announced and there has been XXXX movement on my case. I am asking for timely review of my account and submission for discharge of my loans under XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92115
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I'm concerned with my employment certification for Public Service Loan Forgiveness ( PSLF ) and eligibility for the XXXX limited waiver. I've spoken to representatives at least 5 different occasions including phone calls and chat options. Each time they've said we have received your new employment certification and it will take up to 90 days for review. After the 90 days passed in XXXX, I noticed on the Mohela website that on XX/XX/2022 they denied my new submission stating it was a duplicate. Not once during those calls with representatives did they say that they had already denied it. I called back in XXXX asking why it was denied when it was clearly not a duplicate application. The lady apologized saying that she would resubmit for processing and again it will take up to 90 days. This will be the 3rd time I've been told another 90 days even though they made the mistake twice now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78411
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am in the Public Service Loan Forgiveness Program ( PSLF ). My account is currently with Mohela. I had 4 loans. Two were forgiven in XXXX. They had different payment counts listed than my 2 remaining loans. This is wrong. The counts should have been the same. I had the same forms, same jobs, same dates in school. I worked in Public Service for 11 years. I should have 128 months. My forms were submitted by XXXX of last year and approved. I have 35 consecutive months of Forbearance and one month that is not consecutive, all of which should be counted toward PSLF. I have approved forms for each of these months. There are also missing months from my account that should be counted. I have filed 2 complaints with Students Aid, the last one was in XXXX, still no response. My remaining 2 loans should be forgiven. Every time I call I get a different answer and get told to wait 90 more days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19454
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A