Date Received: 2023-01-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The following ( see copied letter below ) is my response to MOHELA which I submitted to them today ( XX/XX/XXXX ) in response to their very inadequate letter of XX/XX/XXXX responding to the initial complaint I filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX. They still have not proceeded with total forgiveness of my federal student loans even though I have provided them with substantially more information than they should ever have needed under the rules of the XXXX XXXX XXXX XXXX XXXX and now I have provided them with even more backup information about my eligible public sector employers to deal with their XX/XX/XXXX response. CFPB, please, please, please help me to get them moving and finally process my student loans for total forgiveness as they are supposed to do!!!!! XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX To Whom it May Concern, I received and reviewed the letter provided from MOHELA in response to my complaint submitted through the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX over the continued hurdles and possibly illegal delays from MOHELA in processing my student loan forgiveness application in full. As outlined in my prior letter from XX/XX/XXXX I have already been approved for XXXX XXXX Qualifying Payments out of a total of XXXX Eligible Payments under the XXXX XXXX XXXX XXXX program. You ( MOHELA ) have stated that my time working for the XXXX XXXX XXXX from XXXX to XXXX was currently not counted and provisionally denied because the XXXX of the XXXX XXXX XXXX signed the original employer verification form with an electronic signature instead of a hand-written signature. You, ( MOHELA ) stated in your XX/XX/XXXX letter response to my CFPB complaint that : In order for your time with this employer to be considered for XXXX, MOHELA requests that you submit a corrected PSLF application with your authorized officials hand signature provided in section XXXX, so that the employers eligibility may be reviewed further through the XXXX Employer Adjudication process. In response, I reached out to the Executive Director of the XXXX XXXX XXXX, XXXX XXXX, and asked him to hand sign section XXXX of the form as you requested. The hand-written re-signed form is being attached with this letter of correspondence and uploaded into the MOHELA website via my online account to meet your request. Additionally, Executive Director XXXX XXXX signed a letter summarizing and attesting to and confirming my employment at the XXXX XXXX XXXX from XXXX to XXXX and that the XXXX is a public sector agency per XXXX XXXX XXXX ( see attached and hand signed letter from XXXX XXXX XXXX dated XX/XX/XXXX ). I will remind you that the XXXX XXXX XXXX is legally established as a political subdivision of the State of XXXX and provides county planning services to the XXXX municipalities in XXXX XXXX, XXXX as described in XXXX XXXX XXXX. Regional planning commissions ( XXXX ) are political subdivisions of the State of XXXX created by their member municipalities ( XXXX XXXX XXXX ). XXXX provide technical assistance to municipalities, and since the state of XXXX does not have county governments, XXXX act as a link between municipal affairs and state government. I will also remind you that I have already provided copies of my XXXX from XXXX, XXXX, and XXXX showing that I was employed by the XXXX XXXX XXXX during the time I was making student loan payments. I have re-uploaded copies of those XXXX once again with this submission. All these attachments completely and unambiguously prove that the XXXX XXXX XXXX is an eligible public sector employer under the rules of the XXXX XXXX XXXX XXXX XXXX ( XXXX ) and that the United States Department of Education should approve all of my time and qualifying student loan payments from XXXX to XXXX when I worked for the XXXX XXXX XXXX and do so without any further delay. Additionally, for reasons not yet explained by you ( MOHELA ), my time with the State of XXXX XXXX ( my current employer ) is currently pending review and confirmation of eligibility from XXXX through the Employer Adjudication process. This is absolutely crazy. There should be NO delay on approving this time whatsoever. I have been continuously employed full time by the State of XXXX XXXX for the last XXXX years as already explained in my prior letter from XX/XX/XXXX. My current boss, XXXX XXXX, hand signed my original employer verification form back in XXXX of XXXX. Being a state employee is quite obviously eligible time under the terms of the XXXX XXXX XXXX XXXX program. To make sure that you ( MOHELA ) do not come up with any more ridiculous and possibly illegals delays in the processing my student loan forgiveness, I have attached with this correspondence and uploaded to the MOHELA website via my online account, all of my State of RI paystubs from XX/XX/XXXX to the present time of XX/XX/XXXX ( XXXX pages in a pdf file ) proving my continued full time employment as a state employee with the State of XXXX XXXX for the last XXXX years. I continue to remain employed as a state government employee of the State of XXXX XXXX as of the date of this letter as you can tell from this letterhead as well as the full XXXX years of paystubs ( XXXX pages ) provided to you with this correspondence. You should approve my time and update my Qualifying Payment count to the full XXXX payments immediately. As a reminder, my total student loan balance now with MOHELA is {$48000.00}. This is the amount that should now be forgiven in total without delay. In addition to the total loan forgiveness, I am also eligible for reimbursement by the federal government of my overpayments beyond the required XXXX monthly payments. By my count, I overpaid by a total of {$4900.00} in payments after I had made the required XXXX monthly payments. So, I should receive at least a refund check in the amount of {$4900.00} in addition to the total student loan forgiveness, if not more. Now that you are in receipt of all of this additional information required to fulfill my student loan forgiveness and in response to your letter of XX/XX/XXXX, I demand that the United States Department of Education forgive the remaining {$48000.00} balance of my student loans immediately as required by the College Cost Reduction and Access Act of XXXX ( CCRAA ) and subsequent related congressional legislation and presidential executive orders and reimburse me in the amount of {$4900.00} ( or more ) for my overpayments made above the required XXXX payments. I expect my student loan forgiveness request to FINALLY be completely approved and processed with all due haste and without any more ridiculous and unnecessary bureaucratic hurdles. Thank you XXXX XXXX, XXXX Supervising Planner XXXX Department of Administration Division of Statewide Planning XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02864
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: On XX/XX/XXXX after receiving a denial of XXXX< I submitted a reconsideration request ( # XXXX ) for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX counts on my loans from XXXX in which time I was under my first XXXX payment plan and made payments of {$58.00}. This was submitted to XXXX XXXX XXXX and at their recommendation. For some reason the loans are showing as forbearance, which I did not request. If I had requested a forbearance I would not have been making payments. These payments were made under my qualifying employer at the time, XXXX XXXX XXXX and I have already had all of my employment certified from XXXX XXXX XXXX I currently have 113 qualifying payments on XXXX and the incorrect count or omission of these payments has caused me to miss out on XXXX forgiveness. Nothing was ever done with this request and my loans were transferred to Mohela. On XX/XX/XXXX I filed a complaint with the Department of Education requesting information or action to resolve the outstanding issue, Case number # XXXX. I have made multiple calls, uploaded proof of my payments from XXXX for the time period that has been omitted along with additional information showing 25 months of forbearance time which at this point should also have resulted in my loan forgiveness since the new XXXX XXXX went into effect after XX/XX/XXXX. Each time I call, I get the same story that my case has been assigned an Ombudsman, that it has been escalated and that they will call me back within 48 hours. To date, nothing has happened with this case. I have only received one email from them on XX/XX/XXXX after insisting that a supervisor call me back that said they were turning over the case to Mohela but they never closed the case. When I called Mohela to inquire, they did not know anything about it and have since attempted to just re-process my XXXX application that was already processed by XXXX XXXX back in XX/XX/XXXX. Everything should not take 90-120 days to complete, an email, an application, every little thing. I began this process over a year ago and I have simply fallen through the cracks and I am eligible for forgiveness but I can't get them to do what they are supposed to do.
Company Response:
State: IN
Zip: 460XX
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: XXXXXXXX XXXX were transferred from XXXX to Mohela in XX/XX/XXXX. Was initially told not to resubmit XXXX paperwork. Then told to submit so I did. Submitted paperwork with no updates and numbers constantly at XXXX XXXX. In XXXX, rebsubmitted XXXX forms as I believed payments to be at XXXX. Since then, was told there was an error with the form. I called and confirmed there was no error. They said they were re-processing. Every time I call, they say the same. XXXX called and spoke to someone who said there are " mistakes '' and they'd transfer me to supervisor. Next person said not a supervisor and repeated they would re-process the forms. I said transfer me to supervisor. Waited on hold over an XXXX XXXX XXXX XXXX with no transfer. My payments are at XXXX and are missing XXXX Payments should be over XXXX. I have XXXX PSLF forms : XXXX ) XXXX ( understand program started in XXXX ), and XXXX ) XXXX XXXX. I have submitted both forms each time. There is a gap in my employment which is why there are XXXX forms. It is outrageous that nothing has been done and all a representative can say is they will submit the form to be re-processed each time I call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60153
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: Trouble with how payments are being handled
Consumer Complaint: I am a student loan borrower that has successfully completed 120 payments and qualifies for XXXX XXXX XXXX loan forgiveness under the terms of my current student loan. Under the previous loan servicer I was able to update my employment history at anytime to certify my employment that ultimately approved my qualifying payments. My last qualifying payment for this loan was in XXXX of 2022. I finalized and submitted my last piece of documentation to XXXX XXXX ( old loan servicer ) in XXXX, 2022. I then received information that my loan was being transferred to MOHELA. MOHELA did not have record of my final documentation to forgive my loan. I created and sent an additional final document to MOHELA in XX/XX/2022. I am still waiting to have this processed or any useful information sent to me. There is virtually no way to contact MOHELA as wait times on the phone have been 2-3 hours on hold and I have had to hang up. They also say that my form needed 90 days to be processed. 90 days is 3 months of paying for a loan that I should have forgiven. I see that there are many claims of other customers that are in my same position. We all want our loans reviewed and forgiven or at least acknowledged as customers, instead of waiting 90 days for a form response. I know there is a government freeze on federal loans but I want this taken off my credit report so I can financially do other things with my life. I have dedicated my entire career to public service for this opportunity and it has now been 7 months of no information or ability to properly contact the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 590XX
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: I received a letter stating that one of my employment filled out the application incorrectly. Ive tried to get in contact with Mohela to rectify the situation and Im unable to get through anyone. Its asking for SSN and once I put it in, Im not in their system. Ive tried calling and its the same thing. Ive tried the get information online and its saying the same thing My information can not be found in their system. This is extremely frustrating as I have completed employment verification every single year. I have no idea how many counts I have or nothing that has to do with my loan. The provider XXXX has no information on Mohela and can not help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33411
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: Problem with customer service
Consumer Complaint: I am eligible for XXXX XXXX XXXX XXXX under the waiver program. I have worked for the same government employer since XXXX. Sometime around XXXX, I consolidated my loans, unknowing that this would reset my tracker toward public service loan forgiveness. However, under the new waiver program announced in XXXX, I became eligible again, and would have reached XXXX payments around XXXX or XXXX of XXXX. I have continued to pay my student loan payments since, and so I believe I am also due refunds of these payments. On XX/XX/XXXX, I submitted my XXXX XXXX to XXXX for processing via fax. I received no correspondence. Soon after, I received information that XXXX would no longer be the processor for federal student loans and XXXX applications, and there would be a migration to Mohela. I waited until XXXX of XXXX, and still had no correspondence from either XXXX, Mohela, or my current loan servicer, XXXX. I was becoming nervous because the deadline in XXXX was approaching, and did not want something to fall through the cracks. I contacted Mohela on XX/XX/XXXX, and was informed to resubmit the same, original XXXX application. I was told to call in XXXX XXXX XXXX to confirm receipt, and that it would take XXXXXXXX XXXX XXXX to process and complete. I contacted Mohela again on XX/XX/XXXX to confirm receipt. I was told to resubmit page XXXX because I had an address change, and I did so. On XX/XX/XXXX, I received a welcome letter from Mohela, which also noted my application had been reviewed and approved. I created an account and ensured my contact information was updated and correct. On XX/XX/XXXX, I sent a secure message through the Mohela XXXX asking for a status update. I received an automated response to allow XXXX XXXX XXXX for a response. I did not receive a response. I checked my XXXX account, and it still shows XXXX as my servicer. On XX/XX/XXXX, I still had not heard from Mohela. I sent another message through the Mohela portal for an update. I again did not receive a response from Mohela. On XX/XX/XXXX, I logged into my Mohela account and received a notification that my XXXX application was a " duplicate. '' I called Mohela. The representative informed me that they are unable to locate the original XXXX form, and that XXXX had not processed anything or sent anything. They stated they would send my XXXX application back again for reprocessing, and that this restarts the processing time back to XXXXXXXX XXXX XXXX again. The representative stated the account is in the process of being transferred from XXXX to Mohela. Mohela account now shows XXXX XXXX applications under " Documents Received '' and XXXX says " Duplicate '' and the other says " XXXX '' with a received date of XX/XX/XXXX. My complaint is that I was very timely in following all instructions to submit my XXXX XXXX to XXXX when the waiver program was announced and started in XXXX. XXXX appears to have done nothing, and as a result I had to resubmit much later to Mohela, putting me toward the end of the line. I did exactly as I was told, and waited XXXX XXXX XXXX I received correspondence it was accepted and approved, but then later found out there was some error and that it would be reprocessed, and the XXXX XXXX XXXX clock would restart. No one informed me there was a problem. No one contacted me. I happened to stumble on this information by being persistent and frequently contacting Mohela. Mohela never responded to portal correspondence, and phone hold times are over an XXXX I have now been waiting XXXX XXXX for my XXXX Application to be processed, and I am very likely XXXX of the easiest accounts to process, forgive, and issue refunds for because I have been with the same government job the entire time. I request that CPFB assist me in ensuring that Mohela prioritizes my XXXX Application based on when it was originally submitted, and expedite the processing of my application and refunds. Thank you in advance for your time and consideration of this complaint, and your assistance to protect consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32803
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: Need information about your loan balance or loan terms
Consumer Complaint: I called Mohela on XX/XX/XXXX to request a refund of about $ XXXX in student loan payments I made during the pandemic. The rep that submitted the request for me said it would take up to 90 days to see my loan balance readjusted in my account and receive the refund via the original method of payment which was through my bank account. I called again in the first week of XX/XX/XXXX because its been over 3 months since I originally made the request and the rep couldnt provide much of an update besides telling me that theyre still working on it and doesnt have an idea of when I could expect the refund back. I get a call a few days later because I emailed Mohela prior to calling them and this new rep told me that Ill likely receive letters in the mail from the Department of Treasury with individual checks of payments I made which is the last thing I wanted because who knows how long itll take for the department of treasury to write those checks, let alone receive them in the mail versus just depositing the amount in my bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46311
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: Need information about your loan balance or loan terms
Consumer Complaint: Despite emailing, calling & sending messages via the Mohela website I have not heard anything regarding the submission of my latest PSLF form for Employment Verification back on XX/XX/2022. I have waited for an extended amount of time on hold on several occasions, and have yet to be able to speak to a representative. My submitted employment verification should bring my qualifying payments to over XXXX payments. But I have been stuck in limbo with no insight as to when my PSLF form will complete processing and subsequently, my loans forgiven. This debt looming has taken a major physical toll and mental toll on my health. I am riddled with XXXX I am unable to even get a call back a reply is that so much to ask?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29681
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: Need information about your loan balance or loan terms
Consumer Complaint: I applied for Public Service Forgiveness with Mohela back in XX/XX/XXXX. I was told to wait 90 days for results. In XX/XX/XXXX, it shows XXXX out of XXXX qualified payments. I have submitted two employment verifications and they are not updated. I have loans dated back to XXXX and Mohela has only verified through XXXX since XXXX of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33401
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: 2023-01-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my XXXX payment for PSLF forgiveness in XXXX of 2022. Mohela acknowledged all my payments and certified my employers. I have called several times. Was told by XXXX XXXX " Everything we send to XXXX XXXX XXXXXXXX. '' XXXX 's # is XXXX XXXX XXXX XXXX. XXXX 6 months does not seem reasonable. XXXX seemed to process these much more efficiently. Thank you XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 992XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A