Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: MOHELA has had my loan portfolio, including my XXXX forms, since XXXX. I can not get them to give me an updated payment count. They told me in XXXX it would update in a month and it didn't. XXXX and XXXX have passed by and it hasn't updated. I spoke to an agent today and they said it would be another 90 days. I told them that wasn't acceptable as they've had all of my documentation since XXXX and I need to know my qualified payment count for planning purposes around my employment and getting married for tax purposes. They said they'd transfer me to a " supervisor '' but I was put on hold and no one picked up the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: To Whom It May Concern, It has been brought to my attention that refinancing, consolidation or restructuring of a consumer credit transaction the creditor shall promptly refund any unearned portion of the interest charge to the consumer. The creditor shall compute the refund based on the method which is at least as favorable to the consumer and by law it is the actuarial method. The actuarial method allocating payments made on a debt between the amount financed and the finance charge pursuant to which a payment is applied first to the accumulated finance charge and any remainder is subtracted from, or any deficiency is added to, the unpaid balance of the amount financed. Upon receiving this written request, before the end of the XXXX day period beginning on the date you received from the consumer this written request, the creditor or assignee shall provide me the disclosure of the amount due on any precomputed consumer credit account. Please provide me the statement of the amount necessary to prepay the account in full. I am aware that the amount you will disclosed includes an amount which is required to be refunded with respect to such prepayment, the amount of such refund. I am aware that the written statement is required considering that I am have made this request in writing. It is noted that I, the consumer, shall be entitled to XXXX free annual statement each year without charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When my loans were transferred from XXXX to Mohela, for some reason, I lost an already-approved payment. Under XXXX, I had XXXX eligible payments, with XXXX qualifying payments remaining. Under Mohela I have XXXX qualifying payments remaining. Further, while I submitted documentation for the XXXX XXXX program to both XXXX and Mohela - Mohela still has not processed the submissions. Further, XXXX refused to provide credit for working as a XXXX XXXX XXXX, and I often had to triple-submit information for them to finally read it, process it, and provide credit for my XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans qualify for PSLF under the Temporary Waiver, with my ECF approved in the spring. XXXX was my servicer and I was transferred to MOHELA in early XXXX. On XX/XX/XXXX, after no change in status, I called and spoke with a MOHELA supervisor who advised that the transfer process and having my loans discharged could take up to 90 days. On XX/XX/XXXX I contacted MOHELA again to ensure that they didn't need anything else from me and they confirmed they had my PSLF form, my ECF form, and that it is a process that could take up to 90 days. It has now been just over 100 days since MOHELA said it could take 90 days, which itself was nearly 30 days after the initial transfer. My loans have not been discharged. Both MOHELA and Studentaid.gov systems concur that I have XXXX qualifying months and am eligible for PSLF. I began a complaint case with XXXX on XX/XX/XXXX and have received no followup or contact as a result ; and there is no provided means through which to escalate to the Ombudsman. MOHELA 's service and processes are slow and inadequate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 618XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After my loans were transferred from XXXX XXXX to Mohela I contacted Mohela to inquire if they had everything needed, as XXXX XXXX informed me in XXXX that my employers were certified for for XXXX then they notified me that they weren't. I had the needed employer sign form and resubmitted on XX/XX/22. I know that both employers are eligible I spoke with Mohela in XXXX to ensure they had what was needed. I was told that I had " all my ducks in a row '' and to wait to hear from them in early XXXX. In mid XXXX I reached out to a representative and was told that it looked like my application was hung up and submitted for it to be reviewed again and it could take another 90 business days. I asked why that didn't occur when I spoke with representatives during the summer and fall. She said she didn't know and that she couldn't do anything else to assist
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23606
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: It appears that my loans has been updated with the IDR waiver but I noticed a few mistakes. First, my 2 consolidation loans did not get the updated counts added to them, because of the PSLF waiver all of the loans should be at the same count. I had 24 ineligible payments on my original loans before the IDR update but those ineligible payments were not shifted to the consolidated FFEL loans as promised, the ineligible payment on those loans have been sitting at 0 since the PSLF Waiver was applied. Now the counts are not equal I am worried that this may result in hanging loans & two different pay off times when before consolidation and before the IDR waiver all counts were the same. I have pointed this issue out several times but the ineligible counts have not been updated and it appears my fears are happening. There is also some deferment and forbearance months that are still on my account. I never requested either and I qualified for a {$0.00} payment plan during this time. My tax returns for this time have been submitted to DOE as proof of this in the past. Also, I was told that one of those deferments is coded as an unemployment deferment when my employment is certified for this time. Ineligible payments from XX/XX/2013 - XX/XX/2013 is coded as an unemployment deferment when I was employed. My XXXX has been approved for this time. Ineligible payments XXXX is coded as a hardship deferment. The IDR waiver says that time hardship deferments should count towards PSLF. Ineligible payments XXXX is a general forbearance that was for some reason not counted but I am unsure why. I would like to add that I did not request any of these deferments or forbearances. During all of these periods I qualified for and was told that I was in a {$0.00} payment plan. I asked for phone records from XXXX ( my servicer at the time ) to prove this but was told they do not exist. I also have 6 months of grace period that I did not need - I will replete that I qualified for a {$0.00} payment plan for that time and my XXXX during that time is on file and approved. I also have 4 years coded as in school even though I worked full time while going to school full time and was told by XXXX XXXX ( my servicer at the time ) that my time in school would count towards PSLF - again was told my payment was {$0.00}. They failed to have me fill out a deferment letter but XXXX ( my servicer at the time ) had the form to retroactively remove the in school status- this was approved - but those 4 years were never added to my account. Its just exhausting. Ive worked in public service for well over 10 years and have never even had a late payment when my payments were no longer {$0.00}. It is unfair to be punished for multiple servicers mistakes. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was told my loans are on the direct to discharge list for the public service student loan forgiveness program on XX/XX/XXXX. My final payment was XX/XX/XXXX. Many other people on the same discharge date and later have had their loans forgiven already. I am still waiting. I spoke to Mohela several times and they say they are still processing it but many people who have a later date have already received forgiveness. They are not processing the forgiveness in a fair manner. I have been working in public service for 19 years and have been waiting for a long time for this. This is a huge burden on me and very stressful and is damaging to my mental health. I just want my forgiveness processed fairly and in a timely manner
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96007
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I spent over XXXX hours on the phone ( mostly on hold ) with Mohela we talked to XXXX ( ID # XXXX ) XXXX acknowledged certification from XX/XX/XXXX until XX/XX/XXXX. During that time I made XXXX qualifying and certified on time payments. Mohela assume the loan from XXXX on XX/XX/XXXX. Since that time communication has been awful. I submitted XXXX certification to Mohela on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Any or all of these certifications should have been sufficient. These originally were marked " wait 90 days for processing '' then later updated to " duplicate, not processed ''. This appears to be a modus operandi as on the XX/XX/XXXX I was assured that the the certification appeared to be in good order and that the processing of loan forgiveness would be " Expedited & Escalated ''. Several days after the conversation it was updated from " expedited and escalated '' to " Please allow XXXX business days for processing. Once a decision has been made you will receive notification of approval or denial. No additional steps are required of you at this time. '' I am certain if some one competent in there organization reviews this case file it can be resolved within XXXX minutes. But since I can't get a response I am now submitting complaints to CFPB, XXXX the US Department of Education, and Senator XXXX XXXX. That make take Mohela more than XXXX minutes to resolve. At present Mohela Payment tracker shows XXXX qualifying prior to XX/XX/XXXX. As such please verify that the certification submitted represented certifies at least 3 additional months. Also please verify that XXXX + XXXX = XXXX. My XXXX qualifying, certified, on time, eligible payments far exceeds the XXXX required by law. Please discharge the debt as required by law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I contacted Mohela on XX/XX/XXXX to complain and get this corrected : Mohela is applying my employer contribution of XXXX to the interest. They apparently started doing this in XX/XX/XXXX. I just noticed. They stated they sent an email out and said I could not change it. They said it is now a 'policy ' if the payment is not made on the exact same date as my payment, it will now go to interest and there is nothing I can do about it. They know that this is not possible to line up all employer contributions to go on the same day as the payment. Besides the fact that I am XXXX XXXX XXXX and have $ XXXX in student loans that I am trying to pay back, this small contribution that my employer makes on my behalf should be applied to the principal as was the intention when this program was initiated. I think it is a complete scam that they 'changed " their policy. This contribution was to ease the burden of the student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have attempted to contact MOHELA by email, phone, through my account and have not received any response. I was on hold with customer service for over an hour and then they disconnected the call. Other calls only gave automated voice response, and after answering all prompts, I was told no one could help me. They have not updated my payments to reflect my PSLF payments. I recieved 2 letters from Dept of Ed in XXXX of 2022 that stated all of my loans met PSLF payments - still no updated info from MOHELA. With the pause on payments, but still those months still counting toward PSLF, I have MORE THAN 120 payments- why is MOHELA holding up my forgiveness?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A