Date Received: 2023-01-10
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 PSLF application due to the employer signature not being valid. The form contains a physical signature from each of my employers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To Whom it May Concern : On XX/XX/2022, a transfer from XXXX, my previous Public Student Loan Forgiveness, PSLF, Federal Loan provider, was initiated to my new PSLF, Federal Loan provider, MOHELA. I was not consulted about this transfer, and I have learned that this transfer has impact my credit score in a negative way. On XX/XX/2022, this transfer was complete. Thank you for your time and consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2023-02-07
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: Trouble with how payments are being handled
Consumer Complaint: I faxed an application for student loan forgiveness under XXXX on or around XX/XX/2022. I received a letter confirming the application had been received late spring or early summer of 2022. In XXXX or XX/XX/2022 I was notified that my account was being transferred to Mohela. I created an account and logged into the Mohela site. The website has an option to check the status of your XXXX application. Every time I checked, there was no report. The website said it could not track my application. I called twice, including in XXXX and XX/XX/2022. After extended hold periods I was assured by a customer service representative on each call that they could confirm in their system that my application had been received however due to the program being so popular and a backlog of applications the website was taking a long time to update. I called today, XX/XX/XXXX, but after an extended hold was told by the first line of customer service that they had no record of my application. " XXXX never transferred it over. '' I told them this was contrary to what I had been told by Mohela staff on the two previous calls. I have now been on hold for two hours as I'm told I'm being transferred to " a specific supervisor. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55057
Submitted Via: Web
Date Sent: 2023-01-10
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: For several years, I tried to work with the federal student loan servicer about the XXXX XXXX XXXX XXXX XXXX and how they handled my payments toward the XXXX needed for XXXX. The federal service loan company handed off the loans to Mohela just this fall XXXX. I filed a complaint asking for XXXX year of service in XXXX to XXXX in XXXX XXXX for the XXXX attorney to be counted. Mohela finally reflects this first year of service for XXXX XXXX and then proceeds to inaccurately reflect XXXX years and XXXX months of service for the XXXX XXXX XXXX of XXXX XXXX. I was instructed by the previous servicer to submit XXXX for XXXX and XXXX to show my service and since I was unable to get anything other than the XXXX 's to show my employment, to submit the XXXX 's which I did. For the years XX/XX/XXXX to XX/XX/XXXX, I also submitted the correct forms. Mohela misstated who I worked for ( saying it was the XXXX XXXX XXXX ) and then proceeded to ignore YEARS of service in their most recent correspondence. By my account, I have made at least XXXX nearing XXXX payments toward the XXXX. I need the CFPB to resolve this issue with Mohela for me and for all the other borrowers who face similar issues with Mohela and the XXXX XXXX XXXX XXXX program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94115
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: 2023-01-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am a 32 years of service retired educator of public schools. My loan was recently transferred from XXXX to Mohela. XXXX had my total number of payments for PSLF at XXXX. I had XXXX continuous months deferment and XXXX payments that I made during deferment in XXXX that they would not count. I asked Mohela to count them. They said I did not apply for PSLF and did not have my employment verified. I sent both sheets to XXXX in XX/XX/XXXX. Mohela asked for original paperwork. I expressed concern that the new paperwork would have a date past XX/XX/XXXX so I would not qualify for XXXX. I filed a complaint with Federal Student Aid on XX/XX/XXXX of XXXX. I waited three months to hear back. My case was closed on XX/XX/XXXX of XXXX. I called to find out what the judgement on the case was several times and was told the person who reviewed the case would call in XX/XX/XXXX hours. No one ever called, no emails! I contacted Ombudsman and was told to reapply to have my status for PSLF reviewed. I did. I was so angry I filed another complaint with XXXX and they closed my account one hour after I opened it. I am sick over this mess, I cant sleep! I I have NEVER been this frustrated in my life. I have screen shots and documentation for every person and date that Ive tried to resolve this on my own. Im willing to pay a lawyer to help. What are my next steps?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53223
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Requested a refund for all payments made through payment pause. I initially called on XX/XX/XXXX, and was told 90 days, and have only received a partial refund from Mohela, and none of my payments made through previous service provider. Mohela then said I had to request through XXXX XXXX. XXXX is saying they are no longer my service provider and its Mohelas job to send the remainder of my refund. Here is a timeline of all the times I called, and what happened on the day of the call. - XX/XX/XXXX Called Mohela to Request Refund - Mohela Claims Request Takes 5 Days - 7-8 Business Days To Process - XX/XX/XXXX Called Again - Estimated 60 Days Since I Also Had XXXX Servicer Change - XX/XX/XXXX Partial Reinstatement - XX/XX/XXXX XXXX In Bank Account - XX/XX/XXXX Called XXXX for Remainder - Request Takes 2 Weeks - 2 Months - XX/XX/XXXX Called XXXX - Can not Refund - XX/XX/XXXX Mohela Says Request for XXXX Balance Submitted XX/XX/XXXX - 90 Days to See Refund - XX/XX/XXXX Called Mohela Again, No Update - Told To Wait The time frames they have given have all initially passed with no updates on my account. Mohela is taking way too long to process my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90621
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a letter from MOHELA telling me that I am not eligible to qualify for the student loan forgiveness. They don't answer phone calls! No way to communicate with them. They stated that I have only 2 qualified PLSF Qualifying payments ( Public Service Loan Forgiveness Program ). They say I don't qualify XXXX XXXX XXXX XXXX XXXX XXXX XXXX for 15 years! ( Florida ) XXXX XXXX XXXX XXXX XX/XX/XXXX - XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ) PLEASE HELP!! XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Please remove my personal information ), you can leave my name only.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33175
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20879
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I keep submitting my PSLF forms and the payments are not updated. There was carry over from XXXX XXXX that was not ever processed. I have resubmitted and can not get ahold of a representative ( Mohela hangs up, long prerecorded messages to listen to ). Just a difficult company to work with, can someone help?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had an FFEL loan with XXXX which was transferred to XXXX. I requested federal direct loan consolidation on or about XX/XX/XXXX with MOHELA for purposes of PSLF loan Forgiveness. For the record, I have worked for three qualifying employers since XXXX. On or about XX/XX/XXXX MOHELA consolidated my loan. Nevertheless, they sent me a rejection for PSLF loan forgiveness the following week on or about XX/XX/XXXX stating that I had FFEL loans, even though they serviced the new consolidated federal loan. I called MOHELA and my loan was resubmitted on or about XX/XX/XXXX for processing. MOHELA approved an IDR around the same time. At the time they resubmitted my PSLF paperwork, they agreed that they had mistakenly rejected PSLF loan forgiveness and that I could expect forgiveness with the " 60 days ''. I contacted MOHELA via email through their secure system to check on the status of my PSLF loan forgiveness. I contacted them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On average it has taken the weeks to respond to messages. I have only been able to get through to them a few times since XXXX. Each time I have been told that it will take either " 60 days '' or " 90 days '' for the to confirm PSLF loan forgiveness. The last time I spoke with them over the winter break, I was told that they had to " re-process '' my form in XX/XX/XXXX, and that I could expect something by " XXXX ''. When I asked why they had to re-process the form, the phone went dead. It took me at least 20 minutes to get someone live on the phone during this call ; I was placed on hold for another 20 minutes or so, and then when I asked a question to follow up on what I was told, the phone went dead. This is incredibly frustrating, and I did not feel like calling again to be placed on hold another twenty to forty minutes. There have been no updates to my account MOHELA states that they are showing " No payments made in the last 36 months '' although I have made payments consistently between XXXX until XX/XX/XXXX when I requested consolidation. I have paid between {$550.00} and {$600.00} over the course of that time period, easily qualifying for PSLF loan forgiveness. However, MOHELA has yet to credit a single payment for me during that time period. My status continues to be shrouded in secrecy, and it is frustrating beyond belief. MOHELA continues to show that I have a balance of over {$47000.00}. I borrowed {$38000.00} for school, I estimate that I have paid over {$110000.00} on the {$38000.00} loan and without PSLF loan forgiveness I would have to pay over {$150000.00} on a {$38000.00} loan. That is simply unacceptable. I have been a public servant for most of my life and I have done my part to qualify for PSLF loan forgiveness. MOHELA 's handling of my loan is nothing short of shameful. It has been 197 days since I first requested consolidation with MOHELA for purposes of PSLF. It seems that would be more than enough time to review my paperwork and grant PSLF.
Company Response:
State: TX
Zip: 78216
Submitted Via: Web
Date Sent: 2023-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A