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 have been contacting XXXX XXXXXXXX and now Mohela XXXX XXXX in regards to my loan and application under the XXXX XXXX XXXX XXXXXXXX XXXX. I XXXX submitted my documentation by faxing it to XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. Shortly after Mohela XXXX XXXX took over but never provided any type of communication whatsoever. I contacted their customer service through email and calling and could not receive any type of information nor confirmation. I refaxed my XXXX application AGAIN to Mohela on XXXX XXXX and still have not received any type of communication ( even confirmation of them receiving and processing they have not informed me of ). I logged in the Mohela system and my application is just sitting there. It has been almost XXXX XXXX now going back and forth with XXXX XXXXXXXX and now Mohela to get information regarding my XXXX and to see my status with loan payments and forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been applying for public service loan forgiveness for months. My paperwork is not being handled in a timely manner and Im ready for these loans to be DISCHARGED!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loans were with XXXX XXXX which transferred my loans over to MOHELA around XX/XX/XXXX. During the pandemic I made {$100.00} a month since XX/XX/XXXX, about {$1900.00} total, in voluntary payments to XXXX and MOHELA from when I first requested it from Mohela on XXXX of XX/XX/XXXX. MOHELA has only refunded {$370.00} of that amount and stated because I made the remaining amount with XXXX that it would take XXXX days to process. I still have not received any information or ETA of when I would receive a refund check for the remaining amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72209
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an application for the XXXX on XXXX XXXX. I uploaded my past and current employer. My current employer wasn't coming up under the database online, so I had to enter my current employer manually. I have been employed with a governmental organization since XXXX of XXXX. I was told that I needed to provide documentation from my current employer stating that they are a governmental organization and that they are tax exempt. I provided this information in XXXX. I have been constantly calling Mohela and have been placed on hold for hours before being able to speak with a representative. After finally being able to speak to a rep, I was told back in XXXX that my current employer had been verified as being a eligible employer, but after receiving my letter from Mohela it stated that I am eligible for XXXX payments but I have only been approved XXXX payments and that XXXX payments need employment certification. So, I contacted Mohela again after receiving my letter and told the rep that I was told back in XXXX of XXXX that my employer had been verified as a governmental agency. I was told by the rep that it had not been verified and that it is still being processed and it can take up to 90 days. I called back in XXXX of XXXX and was still told the same thing. I called back today, XX/XX/XXXX and I was told by the rep that it's still being processed and that it takes XXXX business days. At this point I'm irritated because you have to listen to a million prompts before even being transferred to the department you're needing. Then you have to wait on hold for hours before getting a rep on the phone. So, I finally had a lady to pick up today and after she told me that it was still being processed, I demanded to speak with a supervisor because I wanted to make a complaint because I feel like my case is not being handled seriously and that I'm being given the run around. She placed me on hold for a while and finally came back to the phone and said that she was transferring me over to her supervisor. That was over an hour and XXXX minutes ago and I'm still on hold waiting for a supervisor to pick up. This is absolutely ridiculous!!! No one should have to file a complaint in order to be taken serious. I have about XXXX coworkers who have been told the same thing that I have been told. It should not take this long to verify an employer. It has been almost a whole year. I feel that all governmental organizations should be updated in the student loans.gov database so no one have to go through this and wait this long. At this point I should be close to having XXXX eligible payments in order for my students loans to be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good morning, I am respectfully requesting reconsideration for my payment counts. I currently have XXXX loans ( XXXX DL XXXX Unsubsidized and XXXX XXXX XXXX XXXX ) both with XXXX payment counts and XXXX DL Consolidation Subsidized and XXXX DL Consolidation Unsubsidized ) both with XXXX payments counts. I previously consolidated my loans in XXXX. After my loans were transferred from XXXX to Mohela this summer, I contacted Mohela 's customer service representatives several times requesting guidance and asking what, if anything, needed to be done on my account. I was instructed to submit updated employment verification, which was submitted prior to the Limited PSLF waiver expiration. I contacted Mohela at least XXXX times before XX/XX/2022, and at least XXXX times after. Today, I spoke with a supervisor who advised that I should've consolidated my loans to receive the benefit of the higher payment counts. This was my XXXX time hearing about this. Additionally, she provided contact information for the ombudsman which I have also contact. Also, I requested transcripts from Mohela as proof of my prior contact with the loan servicer. As such, I am respectfully requesting that my loan counts of XXXX on both loans be updated to the XXXX, so I can receive the benefit that was not properly explained to me during my previous calls and interactions with my servicer. If I can not call the loan servicer and receive proper guidance regarding my loans, who can I call. For this reason, I would like to request reconsideration. I'm awaiting the requested transcripts. If necessary, I can forward them upon receipt. Mohela, as my loan servicer, did not provide accurate guidance when I contacted them prior to the XX/XX/2022 deadline. Had they done so, I would have consolidated my XXXX loans, so I could receive the benefit of my highest payment count which is currently
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the Public Service Loan Forgiveness Waiver program in XX/XX/XXXX. My non-profit former employer submitted several erroneous employment verification forms but eventually submitted an accurate one in XX/XX/XXXX for dates of employment XX/XX/XXXX, XXXX XXXX, XXXX. My loans were transferred from XXXX XXXX to Mohela with an incorrect qualifying payment count of XXXX when I am well over the required XXXX and am entitled to a refund of over {$9000.00} for the XXXX additional payments I have made. I resubmitted the PSLF waiver application with correct signed employment verification form dated XX/XX/XXXX after the loans transferred to Mohela and my qualifying payment count remained at XXXX. It has been exactly 91 days since Mohela confirmed receipt of the application while the form continues to be " processing ''. Calls to Mohela with hold times greater than 2 hours supply me only with confirmation of receipt and processing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2023-01-11
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: In XX/XX/XXXX, I submitted a XXXX XXXXXXXX XXXX XXXX XXXXXXXX for employment at the XXXX XXXX XXXXXXXX from XXXX to have time credited to my account for loan forgiveness under the time-limited waiver. I submitted an additional documentation of more months of employment XX/XX/XXXX. These forms were transferred transferred to Mohela in XX/XX/XXXX according to XXXX Mohela said that they would catch up with processing this documentation after the XX/XX/XXXX XXXX deadline. It is now XX/XX/XXXX and I have still not received any information. There is no information on the Mohela website that the waiver documents were transferred or are in the process of being reviewed. I am very concerned because ( XXXX ) some of the time I submitted XXXX have counted under the waiver, and not outside of it and ( 2 ) President Biden says that payments can restart within 30 days of a resolution to his XXXX loan forgiveness plan. I want to ensure that payments are applied using waiver guidelines. I think I XXXX have met the required number of payments, and I do not want to start payment if that is true.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
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: Received bad information about your loan
Consumer Complaint: I submitted my PSLF for my yearly submission early XX/XX/XXXX through Fedloans, I received an update on my qualifying payments on XX/XX/XXXX. I did not hear back from fedloans about qualifying payments updates until XX/XX/XXXX. But this was not a completed process and no other information was provided by fedloans about my PSLF. I was then notified on XX/XX/XXXX about transferring to new service provider ( MOHELA ) and then a partial update on PSLF status was received on XX/XX/XXXX but still not a complete process. Between XX/XX/XXXX and XX/XX/XXXX the transfer process had started from fedloans to MOHELA. I was able to access the portal for MOHELA and it showed that my PSLF was processed on XX/XX/XXXX but all payments were not updated for PSLF. I then waited as it stated my app was pending at that time and then updated to processed but try count did not reflect accurate numbers. I emailed, on XX/XX/XXXX, MOHELA for the status of this and they stated ( on XX/XX/XXXX, in a long email ) Thank you for contacting MOHELA, We apologize for any confusion. MOHELA is currently in the process of updating payment counts under the limited PSLF waiver. Therefore, your payment counts may not reflect the actual count until all of the updates are complete. Which has been confusing and frustrating since there has not been any other updates or progress with my account. I would like for this to be resolved as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76123
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: Filled out forgiveness application in XX/XX/2022. Have not been able to receive forgiveness on student loan for government employment. This is ridiculous
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71360
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/2022, CFPB helped me get a letter from my student loan servicer MOHELA ( XXXX XXXX ). This First Letter accurately stated that I was eligible for XXXX and the XXXX waiver. Outrageously, shortly after my CFPB complaint was closed I received a second letter from MOHELA stating the opposite ( Second Letter ). The XXXX XXXX states I am not eligible for XXXX. To resolve this I uploaded the First Letter to my MOHELA account as well as another XXXX eligibility form. I also sent messages to MOHELA asking for them to resolve the inconsistency by adding confirmation to my account that my student loans were sent to XXXX for forgiveness. MOHELA has not given me any response since the two letters in XX/XX/2022. MOHELA should update my MOHELA account with a letter confirming they forwarded my student loans to XXXX for forgiveness because I am eligible for both PSLF and the waiver with OVER XXXX eligible payments. My employment remains the same and in public service, We have no changes other than additional on-time payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 189XX
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A