Date Received: 2023-01-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA- which is now in charge of all student loans held by public service employees- refuses to accept actual phone conversations from its loan holders. Leading up to the XX/XX/XXXX XXXX ( temporary expanded public service loan forgiveness ) deadline - when public servants called their new servicer MOHELA to get questions answered leading up to the deadline - MOHELA had an automated response telling borrowers that because so many public servants were applying that they were not accepting phone calls and that borrowers should just " check the website. '' I sent a direct electronic message to MOHELA through my online MOHELA account on XX/XX/XXXX asking for critical information I needed specific to my account which was not updated on their website before the XX/XX/XXXX deadline and I received an automated response from MOHELA on XX/XX/XXXX - over a month later- and passed the deadline. Their response did not answer any of my questions - but - again - referred me to their website 's FAQ page! I specifically asked MOHELA to call me and they sent me an automated message with no information regarding my account. I also have a TEACH Grant ( transferred to MOHELA this summer from XXXX XXXX XXXX as the Department of Education contracted MOHELA recently to handle all loans of teachers in PSLF and TEACH Grants ) and although my loans were transferred in the summer of XXXX as of today, XX/XX/XXXX, my MOHELA online account has no record of my TEACH Grant, still! This means that I can not submit my annual certification form because they have yet to accurately update my loans and grants to their own website - 5 months after transferring my loans. MOHELA sent me an automated message on XX/XX/XXXX reminding me of my TEACH Grant service obligation but it had no instructions for how to certify my qualifying employment ( proof that I am teaching and satisfying my TEACH grant obligation ). This is hugely unethical because if any TEACH grant recipient ( teacher ) does not certify their employment annually with their loan servicer - and by a hard deadline - the grant will be converted into an unsubsidized loan including accrued interest- with no possibility of appeal even if you can prove you were actually teaching. By not informing TEACH grant recipients of our deadline to submit our TEACH Grant employment certification form - and failing to accurately update the mere existence of my TEACH grant on my MOHELA account - and by not making the form accessible to me- they are going to cause premature irreversible conversion of my grant into a loan! Even though I am teaching and am desperately trying to certify my employment my grant will be turned into a loan if someone doesn't fix the false information on my MOHELA account so I can certify my employment soon. MOHELA has not responded to my electronic messages or picked up the multiple phone calls I made in XXXX of XXXX. They even notify lenders of the XX/XX/XXXX deadline for TEPLSF waiver in the letterhead of their automated messages sent past the deadline in XX/XX/XXXX! MOHELA refuses to give their lenders information and has inaccurate information on their borrower 's online accounts ( I have a screenshot of a message in XX/XX/XXXX and XX/XX/XXXX saying I have no TEACH grant which is untrue ) and on the messages, they send lenders to their inboxes ( XX/XX/XXXX letter reminding borrowers of an upcoming XX/XX/XXXX deadline that already passed ). I have documented every refusal of MOHELA to give me information regarding my loans and grants and have screenshots of the inaccurate information on my account. To rectify this the U.S. Department of Education needs to revoke its contract with MOHELA because the company is not hiring enough staff to accurately maintain records and keep up with basic communication with the new borrowers they acquired when they accepted the federal department 's contract. I will never be able to trust MOHELA based on their incompetent and negligent record-keeping and customer service over the last few months. It would be comical if it wasn't so frustrating and terrifying considering they are in charge of all of my student debt. I do not have the option of changing loan servicers or refinancing to move to a more competent company because I'm a teacher enrolled in PSLF and my loans must stay with whatever company the Dept. of Edu. contracts with. Please transfer public servants ' loans/ the PSLF contract to another loan servicer company. MOHELA is worse than XXXX XXXX and that's saying a lot considering the scandal surrounding how XXXX XXXX mishandled the PSLF program only a few years ago -when Congress had to step in! Maybe the Dept. of Education should handle the program themselves instead of contracting it out to these shady for-profit mega loan servicing companies who have a financial incentive to mislead teachers so we don't get our loans forgiven after 10 years of honest service. I have attached four documents as evidence of MOHELA 's mishandling of my loans : - Screenshot of inaccurate and grossly outdated TEACH grant info on my MOHELA online account as of XXXX - Outdated notice telling borrowers of the past XXXX XXXX deadline on top of a XXXX XXXX automated letter to my MOHELA inbox - A XXXX electronic letter to my MOHELA inbox informing me of my teach grant but containing no instructions on how to certify, when my deadline is, or reminder to certify my employment at all to prevent it from becoming a loan - A grossly belated XX/XX/XXXX, automated response to my XX/XX/XXXX message that does not answer my questions but refers me to a FAQ page
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, Listen, I need your help!! My name is XXXX XXXX, I have serious concerns regarding MOHELA 's handling of my student loans. Back in XX/XX/2022, I filed a XXXX form with XXXX qualifying payments so that my loans could be considered for forgiveness, however, for whatever reason it remains in pending status. After about XXXX XXXX I received a formal results letter in mail that was inaccurate and showed me short of XXXX XXXX, for a total of XXXX qualifying payments. I called the loan servicer and they mentioned that the form remained in pending status ( their website refers to a typical review timeframe of 90 days, I submitted months ago back in XX/XX/2022, with no results ). I have called several times but they refuse to take action! The representatives do not make any effort to assist or provide a timeframe to begin the process of having my loans forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The servicer is denying my XXXX XXXX XXXX XXXX XXXX stating that I do not work for a qualifying organization whereas XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and my employer correctly completed and signed my application. On XX/XX/2022 MOHELA sent me a letter stating : " MISSING INFORMATION *- HAVE YOUR EMPLOYER CONTACT US XXXX You or your employer did not answer questions 9-12 in Section 3 confirming your organization type. The authorized official at your employer should contact us within 60 days of the date of this letter to provide us with this information so we can process your request. If you want us to consider your request after the 60 days, complete and submit a new PSLF Form and make sure to complete all of the required fields. For more information regarding qualifying public service organizations, review the Eligibility Criteria section of this letter. '' The XXXX application from was completed correctly and clearly states that : " 9. Is your employer a governmental organization? A governmental organization is a Federal, State, local, or Tribal government organization, agency, or entity, a public child or family service agency, a Tribal college or university, or the XXXX XXXX XXXX XXXX. Federal service includes military service. X Yes - Skip to Section 4. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received correspondence in my online account dated XX/XX/XXXX ( see Attachment 1 ) indicating that I only had made XXXX XXXX qualifying payments for loan sequences XXXX and XXXX. On or around XX/XX/XXXX, I received correspondence from XXXX XXXX ( see Attachment XXXX ) indicating that I had XXXX PSLF qualifying payments each for both loan sequences XXXX and XXXX. MOHELA 's letter received on XX/XX/XXXX implied that I had a lower PSLF qualifying payment count than I had previously with XXXX XXXX even despite the fact that I submitted an updated PSLF application/Employer Certification Form to MOHELA in XX/XX/XXXX. As I believed MOHELA 's letter to be inaccurate, I called MOHELA on XX/XX/XXXX to express concern, especially as I thought I had received the correspondence because I had ( wrongly ) assumed that MOHELA had finished updating my PSLF qualifying payments based on my XXXX PSLF application. On XX/XX/XXXX at approx. XXXX XXXX and after a wait on the line and spending an unacceptable XXXX minutes navigating phone trees to figure out how to reach a live agent for assistance, I spoke to MOHELA agent XXXX XXXX While speaking with XXXX, he shared concern with me that MOHELA sent correspondence indicating that MOHELA had a lower PSLF qualifying payment count than XXXX XXXX. Eventually XXXX was able to do further research and determined that the correspondence was sent in error, likely due to an IT issue. He determined that MOHELA 's system indicates that my correct PSLF qualifying payment count for loan sequences XXXX and XXXX is XXXX for each and that the information was correct in my online account PSLF tracker ( see attachment XXXX, which while from XX/XX/XXXX appears to match the same information I reviewed on XX/XX/XXXX for loan sequences XXXX and XXXX while on the phone with XXXX XXXX. XXXX also confirmed that MOHELA received my PSLF application from XXXX and that it had not been reviewed yet, thus MOHELA 's payment count only reflects the data they received from XXXX and not the information from my XXXX PSLF application yet. At the same time however, I am extremely concerned why MOHELA would send correspondence similar to what is sent after a PSLF application has been approved and I would receive a letter contradictory to information showing in my online account. As such, while I find the service provided by XXXX to have been exceptional, I am seriously concerned that I received bad loan information due to IT errors and am not 100 % sure my issue was fully addressed. I find IT errors sending inaccurate student loan payment information to be extremely concerning.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30341
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022 I requested a refund of all payments made to my student loans from Mohela in accordance with the CARES act. I have received 2 loan refunds in the amount of XXXX, but I am missing two payments for over XXXX that were made to XXXX. XXXX is no longer servicing the loans. I have since called XXXX, XXXX, XXXX, XXXX. XXXX XXXX I attempted to call and could not get in contact with a representative. It has been close to 5 months without resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I relieved a notice by mail this week, letter marked XX/XX/XXXX, that my PSLF application was reviewed by MOHELA and found to be incomplete. The documentation I submitted was complete and accurate following the directions put forth by XXXX XXXX XXXX XXXX. The PSLF process for service members does NOT require XXXX OR PAYSTUBS be submitted for every year served in the XXXX. A XXXX and statements of service to MOHELAXXXX are sufficient according to regulation. I am not missing information so you need to process my application with the complete and accurate information you have in your possession. Stop making department XXXX XXXX employees, service members, go through additional hoops to get the forgives they deserved. I filled my orders and instructions to the letter of the law and its time your company did the same. You state in your letter you were unable to determine that my employer- the UNITED STATES XXXX is an eligible public service organization. ( What? That makes no sense unless the person who was reading and processing my application was a complete and utter XXXX. ) Fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My original federal student loan servicer was XXXX XXXX and I continued payments during the XXXX loan payment pause that began in XX/XX/XXXX. My loans were transferred to XXXX in XX/XX/XXXX after I applied for the XXXX XXXX XXXX XXXX ( PSLF ) program. I requested a refund of all of the payments made during the loan payment pause via an online form on the XXXX website on XX/XX/XXXX. My loans were transferred to MOHELA on XX/XX/XXXX after XXXX ended federal loan servicing. I requested a status update from XXXX on XX/XX/XXXX ; however, I received no updates. I called MOHELA on XX/XX/XXXX to check the status of my refund request ; however, I was unable to reach a customer service representative after being on hold for over an hour. I called MOHELA on XX/XX/XXXX to check the status of my refund and I was on hold for XXXX and a half hours. The customer service representative informed me there was no record of the refund request I previously made with XXXX, so I made another request for my student loan payments. The customer service representative informed me I would receive my refund in approximately 60 days ( did not specify business days ). It is XX/XX/XXXX ( XXXX business days later or XXXX calendar days later ) and I have not received any updates or my refund. I have been patient due to the rapid changes and high call volumes ; however, it has now been over XXXX months since I originally submitted my refund request to XXXX. It is extremely difficult to speak to a customer service representative due to the XXXX hour wait times, automatic hang-ups, and the automated phone tree. I understand the State of Missouri is challenging the Biden-Harris Administrations Student Debt Relief Plan that claims it will cause MOHELA financial XXXX. The absolute lack of updates, unacceptably slow processing times, and inability to speak with MOHELA customer service suggests MOHELA is failing to provide service to borrowers and is instead acting in the interest of the State. Due to the awful response, I will also be submitting a complaint to the Department of Education.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been paying my student loan for over 10years. I have had direct student loans and submitted a public service loan forgiveness application multiple times for XXXX public schools and XXXX police department. I am requesting that my payments made to my previous providers be counted towards my loan forgiveness. XXXX, XXXX XXXX, XXXX etc. my current provider is Mohela. Its been related to me via Mohela Representatives that my current count is XXXX of XXXX. That is inaccurate and I am requesting that the adjustments be made. Thank you for expeditiously expediting my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60636
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received a letter from Mohela with inaccurate information regarding certified dates of employment. Mohela claimed that the employment dates are incorrect but they are correct. Also, they requested that I complete an enclosed form but there was no form enclosed in the letter that was sent. I called Mohela on XX/XX/XXXX several times. I also tried several options but to no avail. The number doesn't prompt the caller to speak to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I did a FTC report in XX/XX/XXXX and spoke with XXXX POLICE DEPARTMENT because there were 11 student loans on my credit reports from XXXX. XXXX sent me a Packet Titled LOAN DISCHARGE APPLICATION : FORGERY and i filled it out and sent it to XXXX. On XXXX, XXXX XXXX, XXXX Closed all XXXX accounts from my XXXX, XXXX AND XXXX Credit reports. In XX/XX/XXXX XXXX Reopened my 11 Accounts and added an Fraudulent account with MOHELADEPT OF ED For the same amount as the fraudulent EDFINANCIAL Accounts, {$71000.00}. This account does not belong to me. Under 15 USC 1681 ( a ) 3, You guys assumed this role without permission not only that you did not have my consent. You guys did not respect my right to privacy which is under 15 USC 1681 ( a ) 4. You did not exercise your grave responsibility, you were unfair, you were partial. I have already taken the liberty to file a CFPB report and an attorney general 's complaint. You never had a permissible purpose Under 1681b ( a ) 2. I never instructed you guys to furnish this report and I never consented to this report in the first place. Multiple addresses are reporting on my profile as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A