Date Received: 2023-01-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My name is XXXX XXXX and I currently have federal student loans held by Mohela as of XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX and I initially applied for XXXX XXXX XX/XX/XXXX. Minimal progress was made in receiving a clear response of outcome despite numerous calls and emails. - XXXX/XXXX/XXXX filed XXXX request for all loan payments since inception. - XX/XX/XXXX provided copies of XXXX waiver applications, XXXX for multiple years, XXXX transcript, and military orders. Provider denied application stating they could not verify XXXX based on last XXXX numbers provided on XXXX transcripts and number of hours on application did not correlate to earnings. This did not make sense or seem logical. - Provided actual XXXX for XXXX Credit given for years worked. - XX/XX/XXXX - received XXXX requests with XXXX documents. Proof of payments XXXX - uploaded actual XXXX for XXXX Awaiting response. My primary complaint is timely truthful communication provided by loan servicer, fairness in application of XXXX rules as stipulated by XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Good morning, My student loans were transferred to Mohela in XXXX and then I called Mohela to find out about PSLF one time review that Biden set-up ( not the $ XXXX forgiveness for students who have grants but a review to see if my entire balance may be forgiven ) and I was told it would be in my best interest to re-consolidate my loans. Following this recommendation, I reconsolidated and my loans were returned to Mohela on XXXX My PSLF payment count still shows zero and it has been 3 months. They have been telling me all along to give them 90 days to update my payment count. Now that it has been 90 days, they are telling me to wait 90 BUSINESS DAYS. This is ludacris. I know that they have a lot of loans to process, but I have spent hours and hours on the phone and no one can tell me anything except to wait. I little while back I was told that they started working on my loans forgiveness on XX/XX/ and to allow 90 days from that date. But there still hasn't been any movement on my loans, at all. My payment count still shows zero, and now they are telling me to wait 90 business days? Prior to consolidation I had almost 100 payments. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Can you please help me? I applied for the one time review prior to the deadline of XX/XX/ and I am becoming VERY concerned. This morning I did an online chat with a gal names XXXX and she couldn't tell me ANYTHING except to wait 90 business days. Warm Regards,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 783XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with non-monetary relief
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: My student loan servicer, XXXX XXXX transferred my consolidated loans to Mohela when they became the new servicer. Since then, the reporting to the credit bureaus show me owing 2x the amount I did with XXXX XXXX negatively impacting my credit score and they have failed to apply loans payment credits towards my PSLF. Additionally, they are reporting that I do not have workplace approvals that I submitted last year and had confirmations by XXXX XXXX of my qualifying employers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14580
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: This is the 2nd complaint I am filing against Mohela because the first complaint did not address my concerns whatsoever. Mohela literally said " you have zero payments towards PSLF. '' However, that is not true. They say they are waiting on Federal Student Aid to provide them payment counts ; however, anytime I chat FSA on XXXX the Dept. of Education refers me to Mohela and says only they can provide it. There is a back-and-forth between the US dept. of ed and Mohela that is absolutely flawed and detrimentally impacting me. I should have reached loan forgiveness already, and now I am having to wait an untold number of weeks or months to have that loan forgiveness completed, and thus my credit score is impacted. I will continue to submit complaints until my payment counts are updated in a timely manner. Timely manner is a matter of days, not months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24501
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
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 XXXX XXXX XXXX XXXX XXXX. XX/XX/XXXX through XX/XX/XXXX are listed as ineligible due to a period of Deferment or Forbearance, however, my loans were in repayment at that time. Those months should be qualifying for XXXX. Additionally, my eligible payments are only showing from XX/XX/XXXX forward, though I have been working at a qualifying employer and in repayment since XX/XX/XXXX, with a brief forbearance from XXXX through XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38305
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: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have never been late with Mohela student loan company. Acct shows I was late several years ago. Mohela bought account. I've never been late with Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have submitted my XXXX application for multiple qualifying employers. My first PSLF application was submitted on XX/XX/XXXX and is shown it was processed. My XXXX employers were approved starting with date XXXX. However, the problem I have identified is that there are several years of dates that are missing from my tracker/qualifying accounts. My tracker only shows XXXX of XXXX qualifying. Upon reviewing my qualifying payments the following months/years are missing : XX/XX/XXXX through XX/XX/XXXX and XX/XX/XXXX through XX/XX/XXXX. I called and filed for a review to look into this XXXX XX/XX/XXXX and nothing happened. In addition to the qualifying tracking issue, I called to check on the status of my XXXX application for my current employer as a government employee at XXXX XXXX XXXX XXXX XXXX ( XXXX ) that was submitted on XX/XX/XXXX. I was told this XXXX application was denied and they did not know why initially. So when I questioned the representative she stated let me look into the application. The rep then stated because no XXXX was included. I informed the rep that was not accurate the XXXX was included the same day by XXXX of XXXX XXXX when I called. I initially submitted the PSLF application for XXXX without the XXXX because I did not have it ; however, I found it the same day of submission and contacted Mohela. Which it shows on my Mohela account that the Mohela rep did in fact add the XXXX on XX/XX/XXXX. So once I said that, the rep then says she see it and it takes 90 days to process. I said well XXXX 90 days is over if I submitted on XX/XX/XXXX. The rep stated the application was just processed on XX/XX/XXXX and that they have another 90 days to update their error. Which I think that is inaccurate. I asked to speak with XXXX and was told she was transferring me to management. Well I was transferred to what must have been an imaginary queue because I was on hold for well over an hour and half and management never answered. I believe I qualify for loan forgiveness as I have been employed with public service employers my entire adult life and since XXXX as my first XXXX was approved for. Mohela does not have a clear process on how they properly will review inaccuracies identified for their clients and this is wrong. It may also note that XXXX XXXX has my maiden last name XXXX. My current name is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This complaint is regarding Mohela and their lack of response to employment certification for XXXX XXXX XXXX XXXX ( XXXX ) and my eligibility for forgiveness through the XXXX program. On XX/XX/XXXX, I submitted a XXXX application document through their website with employment verification from my employer, XXXX XXXX. I have confirmed they received the document and it is listed on their website as uploaded and " processed. '' On or around XX/XX/XXXX, I received notice from Mohela that my other uploaded applications certifying employment had been processed and a change in qualifying months was observed. My XXXX application for XXXX XXXX ( submitted on XX/XX/XXXX ) also stated it had been " processed '' ( as did the other applications ) however those months are not counted. On XX/XX/XXXX I submitted the same XXXX application document that was submitted on XX/XX/XXXX. In XX/XX/XXXX I contacted Mohela to inquire the status of my XXXX application, the reported it would take XXXX months to process but declined to comment on the fact that my initial XXXX application for my employment with XXXX XXXX was submitted XX/XX/XXXX, which was XXXX months from the date of my call. The XXXX application submitted on XX/XX/XXXX ( and resubmitted on XX/XX/XXXX ) will satisfy the remaining XXXX months of employment certification that will bring me to XXXX qualifying payments which will qualify XXXX of my loans for forgiveness. Loan # XXXX disbursed XX/XX/XXXX = XXXX, Loan # XXXX disbursed XX/XX/XXXX = XXXX, Loan # XXXX disbursed XXXX XXXX and Loan # XXXX disbursed XXXX {$8400.00}. Totaling {$24000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Greetings. I have submitted all of the required documentation to Mohela, my student loan servicer, to document my eligibility for loan forgiveness through the Public Service Loan Forgiveness ( PSLF ) Program. Documentation was submitted beginning in XX/XX/2022. As of today, this documentation demonstrates that I have met the requirements of the PSLF program and I am eligible for forgiveness. Also, in XX/XX/2022. I requested a refund of my payments during the federal forbearance period from both Mohela and XXXX XXXX. I have not received neither my refund nor a written response to my request for discharge of my loans due to submission of documentation that demonstrates I have met the requirements for PSLF. The delay in processing my request is negatively impacting my livelihood because the PSLF program requires that applicants remain in public service until Mohela mails or informs applicants of approval for loan discharge or forgiveness. I have had to decline job opportunities and I am being restricted from pursuing other jobs outside of public service until I receive a response from my student loan servicer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20852
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan service provider is MOHELA. They have managed my account since XXXX. I don't recall who was managing my account prior to XXXX. I am currently enrolled in the XXXX program. I graduated from XXXX in XXXX. I graduated from grad school in XXXX. At some point after grad school, before XXXX, I consolidated my XXXX and grad federal loans into XXXX balance. I have been making student loan payments since XXXX, with some forbearance pauses due to periodic unemployment. I have been trying, for the last 7 months, to get an accurate list of all the payments I have made on my student loans since XXXX. I have called and written MOHELA at least a half dozen times to get this information but when they eventually provide it, they are only able to provide information dating back to XXXX, when they took over my account. It appears they may have no records of my student loan payments prior to their taking over my loan ( which I had no control over ). I tried calling the US Department of Education after not getting satisfactory answers from MOHELA. They simply sent me back to MOHELA. I am very concerned that records have been lost of my payments and that I may qualify for loan forgiveness under the income-based borrower programs but may have that forgiveness unnecessarily lengthened due to lost / incomplete records. Please, can you help me get the information I am looking for?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A