Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I completed forms for the XXXX & XXXX certification and application were submitted for time periods that I worked full time at the XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX, XXXX ) and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) were submitted on XX/XX/2022 and XX/XX/2022. However Mohela did not count these time periods as part of my qualifying payments under XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Filing under the limited waiver prior ( XXXX ) to the XXXX deadline in XXXX my loans were transferred to Mohela from XXXX as part of the PSLF program. I submitted one form from my employer to certify payment made between XX/XX/XXXX and XX/XX/XXXX. This was ignored and I was told to submit again. I did so. 2 payments were credited to my account. After spending a day on hold I was told that the other payments would appear shortly. In XXXX a message was posted to my account showing that counting of payments had begin. It is almost XX/XX/XXXX. Im still at 2 payments. I dont understand why this is so difficult.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02131
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA customer service is horrible. You can not get through to get your questions answered. The automated messaging is irrelevant bantering that gets repeated over and over until the phone hangs up. Negligence. I faxed in my employment certification for the PLSF program. They say they never got the fax the first time, so I did it again. I called today to check if they received it but I can't get through to anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-01-24
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: Problem with customer service
Consumer Complaint: Mohela incorrectly sent me a letter stating that one of my prior government employers did not list their contact information. I have tried multiple times to get someone from Mohela on the phone but can never get through. I'm attaching my PSLF forms again to the CFPB complaint, and I want Mohela to correctly process my information and forgive my student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94131
Submitted Via: Web
Date Sent: 2023-01-24
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 applied for consolidation prior to the XXXX waiver and was told all prior payments would be automatically transferred to the new consolidated loan. After several months the number has yet to update. I've contact Mohela several time but keep getting different reasons as to why the number has yet to update. They have confirmed that the certification of employment is on file but refuse to update the payment count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94044
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: While enrolled in the Public Service Loan Forgiveness program, I have made 180 payments on my direct student loans. For these 180 payments made while a Government employee, I submitted certification ( s ) from each qualifying government agency to the Mohela loan servicer. These certifications were uploaded directly to the Mohela website in XXXX. The Mohela website confirms that 180 qualifying payments have been made. This is 60 more qualifying payments than is required to obtain XXXX was told XXXX forgiveness of my {$41000.00} balance. I have contacted Mohela on two occasions to request my loan forgiveness status and also to inquire about my eligibility for a refund of my overpayments past the 120 payment threshold. I was told that, since I had made over 120 eligible qualifying payments, my student loan balance was going to be discharged and a refund of overpayments would be sent. This has still not occurred, even though it has been over 3 months since my last certification was submitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20850
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: Problem with customer service
Consumer Complaint: I have applied for XXXX with Mohela. My counts were updated with XXXX and transferred to Mohela on XX/XX/XXXX. Mohela updated the counts to reflect what XXXX had. I submitted a new XXXX from my current employer to cover XXXX, XXXX, and XXXX of XXXX. Mohela was processing my form, but instead marked it as duplicate and stopped processing it. They say that I can resubmit and wait another XXXX business days. I submitted the form, called them and had them review the form to ensure there was nothing wrong with it and they just decided not to process it. I don't think it is fair to go to the back of the line when I have done nothing wrong. I do not want to submit a new form only to have it marked as duplicate again and ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85051
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
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 as payments that had previously been qualifying have been removed. When I contacted the agent they told me that it was because one of the signatures was not a " wet '' signature, however, this is inaccurate as both signatures were acceptable signature formats according to the Department of Education 's website. I believe I should have 68 qualifying payments but I am only receiving 11 qualifying payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted for PSLF XX/XX/22. MOHELA has sent 3 separate letters saying my loan does not meet criteria. Each time, I have to call and hold for literal hours before I can speak to an employee incapable of helping. Each time, there is literally nothing they can do. However, I have worked for the XXXX for 12 years and made far more than the 120 payments required to have my loans forgiven. They have once again reset the clock of 90 business days. Being a XXXX XXXX during COVID for the last three years has been enough of a stressor alone. Adding in the atrocious customer service and horrible communication from this company adds insult to injury. I just want my information to be evaluated fairly so I never have to deal with this greedy shady corporation ever again. My XXXX administration faxed my employment information in XXXX and I have been denied yet again as saying I have only paid 2 payments. Over 6 months for them to evaluate employment and send 3 separate letters saying that I don't meet loan forgiveness criteria. Which is incredibly weird when each time they say it hasn't been evaluated yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been a XXXX XXXX XXXX XXXXXXXX. I have supplied various XXXX XXXX XXXX forms over the years since the program 's inception in XXXX. XXXX was among one of those loan companies. My loan information was transferred to the company mentioned in this complaint in XX/XX/XXXX. My payment counts were updated in XX/XX/XXXX. The years XXXX are missing from the count. I am most positive I have made the required XXXX payments needed for forgiveness. I have worked for the same employer since XXXX. The company handling my loans has told me on several occasions I will need to wait another 90 days every time they resubmit my account information for updated payment counts. My issue is why it has to be recounted more than twice. Why can't someone stay working on it long enough to figure out the problems with the missing years?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47714
Submitted Via: Web
Date Sent: 2023-01-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A