Date Received: 2023-01-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I asked for the full loan payment history in XXXX or XXXX of XXXX. MOHELA responded with a payment history dating back to XXXX of XXXX. My loan originated in XXXX. I called back and told them if the error and they said they saw that the loan info sent only went back to XXXX and the origination date of the loan was XXXX. They put in another request and on XX/XX/XXXX sent the exact same payment history dated as starting XXXX. MOHELA has taken off the option to respond via email from their website making phone calls the only way to contact them. Im still waiting for a full payment history. MOHELA is the only loan servicing company that has held my loan. This should not be difficult to get.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 633XX
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have already filed a complaint against this company ( XXXX ) but called again today after getting a secure message back ( after a XXXX month wait ) to be told that they still do not have an update on when they will process my PSLF forms. They state there is nothing that they can do, that they had over 2 million loans " dumped '' on them and they are doing the best they can but are understaffed and unable to do anything for me. They are rude and can not provide any information as to the status or estate time, I was told I would be transferred to a supervisor but was dumped into a survey and then disconnected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX of XXXX, I called after my account was transferred to Mohela from XXXX. I was checking on whether all the documents had been transferred and if my loan forgiveness form was being processed. As I had one employer who would not sign the form for forgiveness I asked what paperwork I could submit to prove that I did work for the XXXX XXXX XXXX and that they were a qualifying employer. This is on the XXXX of XXXX. I was told that I a copy of my W2 's would suffice as proof of employment. The person I spoke with also checked with her supervisor to ensure that she was correct. I believe her name was XXXX. She confirmed that I would need to submit the W2 's for the years I worked for XXXX. I submitted the IRS W2 wage statement for these years. I also requested the payments I made during the covid pause be returned to me. I called again in XXXX around the XXXX to double-check that the document was received and that it would be enough for the forgiveness to be completed as XXXX was my 120 payment. I was told it was fine but the person who reviewed my account in XXXX did not review the IRS document and therefore I was only given a payment count of 80 months. She said she would resubmit the documents with a note on my account to ensure that the IRS form was looked at and it would take 60-90 days. I spoke with XXXX on the chat box today ( XX/XX/XXXX ) to ensure that my IRS document was being reviewed as I was near the end of the 90-day wait period. She informed me that this document would not count for forgiveness and that my request for forgiveness after 120 payments would not happen. I asked to speak with a supervisor and she gave me a phone number. I called the number after I was done speaking with XXXX and was informed after XXXX mins of them reviewing my account that this form was not correct and that I needed to submit paystubs from XXXX XXXX XXXX Having not worked for the XXXX XXXX XXXX for almost six years I no longer have access to the paystubs which were provided electronically at that time. I have been misinformed on multiple occasions by several people every time I speak to someone at Mohela. I have emailed the XXXX XXXX XXXX to get access to the paystubs from this time if they are available. I have received an email from XXXX payroll stating that the paystubs are not available but was told they will print a cumulative payroll report which will have the same information as the paystubs. I do not know if this will be accepted by Mohela as I was told today ( XX/XX/XXXX ) that only the paystubs from this time period will be accepted. I have done everything that was asked of me by this company and they not providing me with the correct information or any alternatives if I can not access my paystubs. My IRS document providing my W2 information from these years should be accepted as proof of employment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Mohela, service lender, has not met the 90 day promise to process PSLF application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 798XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans were transferred over to Mohela in XX/XX/2022. Several employment certifications for PSLF had been sent over from XXXX XXXX. My counts were not updated. In XX/XX/2022, I took the day off because despite the transfer my loans had inaccurate counts knowing that the wait times would be longer than typical. Some payments had been counted while others had been excluded with no rhyme or reason. After spending all day on the phone I finally spoke with a supervisor who found that they had indeed overlooked employment certifications and she told me they would escalate it up to ensure those accounts were accurate. That never happened. I called again to find out why nothing had happened, and was told the request was cancelled. I asked to talk to a supervisor, and waited on the phone for two hours. No supervisor ever picked up. I called again today because nothing has changed. I was told that I was " approved '' but my employment was not certified. This makes no sense. I asked to speak with a supervisor and was told that I was not allowed to unless they got special permission. She said she would go ask, and then she left me on hold and never came back to the call. At this point I have spent over 14 hours on the phone with Mohela, and they have refused to fix a mistake they already acknowledged they made. In addition, they are not allowing access to appropriate individuals who can address the problem. They had all my paperwork in XXXX XXXX XXXX and have done nothing with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been sending forms for XXXX since XXXX of 2021. I would like my payment count updated immediately. They claim they will be updated in 90 days, I have been waiting 463 days. MOHELA is lying and falsifying payment counts. Please see CFPB complaint # XXXX and # XXXX. MOHELA is falsifying my payment count. I would also like to know what my next steps and rights are in terms of a Tort Claim against MOHELA. This is my third CFPB complaint. What administrative actions is CFPB talking?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 468XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is how my PSLF has been handled throughout the XXXX to MOHELA transfer. I have submitted my PSLF forms to XXXX on XX/XX/XXXX. My payments stayed at 100/120 for the entire time even though I have uncounted employment eligibility from XXXX which should count towards my 120 payments. MOHELA is showing the same amount of payments. I called MOHELA and they state they are behind, but I have waited for them to count the XXXX payments since XX/XX/XXXX. Every time I call, they say that it's been escalated and that I should be well over the 120 payments. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-01-19
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 denying my application because the authorized official is not authorized to certify employment. However, my application was signed by HRIS Specialist, who is authorized to certify my employment dates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My payments to Mohela under the XXXX XXXX XXXX XXXX program have not been accounted for. My paperwork has been erroneously marked as a duplicate, and I cant have anyone take the time to fix it
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022 I contacted XXXX @ MOHELA separately to request payments to be returned to me that I made during the XXXX XXXXXXXX pandemic pause. I have been calling every month to request updated on when the money will be sent to me but I keep getting told they are working on it. its currently been over XXXX days and I have not gotten a response or been sent my money. I am not sure what to do but I know its been long enough for them to send me my payments back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06492
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A