Date Received: 2023-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am filing this complaint in response to the closed CFPB complaint # XXXX. This complaint was closed XX/XX/XXXX without resolving the issue for which I filed the concern. Although my payment count updated to XXXX for my Direct Consolidation Loan disbursed XX/XX/XXXX, this count is not accurate. All of my employment certification is on file for the appropriate months from XX/XX/XXXX to XX/XX/XXXX. Mohela 's response states " The approved employment in the table above, compared with your eligible payment periods, yields a qualifying payment count of XXXX for your Direct Consolidation loan '' ; this is not an accurate count. There is no information currently reflected for the months of XXXX XX/XX/XXXX. As mentioned above, my employment has been certified for this timeframe. My payment tracker is therefore missing 26 qualifying months. I am asking again for : 1. An accurate updated payment count. This count will reflect the missing months of XXXX XX/XX/XXXX. 2. Written Confirmation that I am at 120 payments, and the date/month that I reached 120 payments, making me eligible for forgiveness 3. Written confirmation, including the date, that my information has been sent to the Department of Education, initiating the forgiveness process
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59701
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: Problem with customer service
Consumer Complaint: I am a XXXX XXXX XXXX who is trying to get my loan payments certified for XXXX through Mohela. I have been calling them for the past 4 months to only be told we have received it but it takes 90 days to process. I have called back many times and they keep telling me they have received my application and my employer qualifies as I work in XXXX XXXX. I feel that my PSLF is never going to be processed and that they will not count al of my payments that qualify since they are refusing to even look at my paperwork not have they even brought over my loans which they said will happen in order to count my payments. They make you wait for hours on the phone never answering the line and when they do answer you get someone who can never give you any information as they say that they don't have the ability to answer your questions. In addition when you go online to check you account there is nothing there for you to check as all you get is a screen that says your account is in good standing and that more information can't be provided to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60169
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: Submitted a payment for 2 loans on XX/XX/XXXX. One payment would completely pay off one loan ( {$31000.00} in principle, {$5500.00} in interest ) and a partial payment to another loan of {$42000.00} ( {$11000.00} in principle, {$6900.00} in interest ). My payment history lists the amounts paid to both principle and interest. However, their loan detail and payment screen continue show that the interest has not been paid off. The payments were applied to the principle but not the interest. This is also seen on the loan screen of studentaid.gov. MOHELA has not been able to offer an explanation for this. I sent an electronic message but was I was instructed to call customer service. I called customer service in XX/XX/XXXX and XXXX but no one could explain my situation. Today, a supervisor told me to wait until the website was updated. This was due to the extreme workload they were receiving, even though the payment was placed 6 weeks prior.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The XXXX XXXX XXXXXXXX attempted to take tuition payments directly from me after I withdrew instead of deducting the payments directly from the students ' loans. ( I currently have the Borrower Defense Application Against them ) I withdrew because the quality of education I received from the XXXX XXXX XXXX was extremely poor, the instructors would not help me and the courses I took at the school are pointless as my former and current employer will not accept them because the school is not accredited and the degree courses are not accepted in advancement of careers. What the XXXX XXXX XXXXXXXX is doing is illegal! You can not send student loan money in the form of a loan directly back to the lender and go after the borrower for collection. The XXXX XXXX XXXXXXXX broke the lender borrower contract without the me even XXXX would like the XXXX to remove the student loan information from my credit reports and cease collection of the all the student loan payments and interest for these courses that I can not even use to advance my career.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75149
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a XXXX on XX/XX/2022, to MOHELA. Additionally, and based off new information received from the XXXX regarding my XXXX tax returns, I submitted an additional XXXX including years worked for XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/2022. To date, MOHELA has not responded to any of the applications I submitted seeking student loan forgiveness. Ive already met the XXXX-payment requirement. There seems to be a serious issue with this company processing paperwork and ensuring that eligible students receive forgiveness. This is supported in a recent online article by XXXX XXXX . In the XXXX XXXX article, she addressed some of the systemic issues that affect MOHELA. Can someone please review the information that I submitted in XX/XX/2022 seeking forgiveness and get bet back to me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was recently switched to a new services and I have been calling for moths and all they tell me is the payment count will be fixed soon in 30 days well its been 6 months and no progress. I asked if they had all my information from last servicer and they said yes but no progress has been made yet XXXX getting frustrated that I XXXX not get my loans forgiven based on their lack of knowledge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is my loan servicer. XX/XX/22 submitted updated PSLF application to complete forgiveness. XX/XX/22 form status updated to processed in my online account but no eligible verification needed payments from XXXX have been updated based on the latest PSLF form XXXX XX/XX/22 called customer service but after over an hour on hold, call was disconnected without being able to speak to representative. XX/XX/22 called customer service. Spoke to rep who told me that even though my account shows the form is processed it is actually not completely processed & we need to continue to wait. When we asked why its taking more than the started 90 days, we were told that they mean 90 business days which is not clearly stated anywhere on their site or in the procedure. We intend to call back in a month to see what has been done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/22 I filed my first XXXX application under XXXX which was the loan servicer I had selected after being informed I was required to consolidate all of my loans in order to qualify for the XXXX. XXXX of these loans is currently in a borrower defense application that is also being ignored and according to the the XXXX XXXX XXXX falls under the XXXX XXXX dispute and should have been absolved, but has yet to have been taken care of. I was instructed by studentaid.gov that the loan even after consolidation can still be seen and resolved so I followed their instructions. XXXX sold my loan to Mohela and they removed my initial application for XXXX. I filed again on XX/XX/22 they cancelled it with no reasoning and long customer service waits and multiple emails with no responses I finally was told it was missing employment certification, which it is not. I was then told to send employment verification again separately just in case and was walked through how to do that. They deleted that document. I refiled again XX/XX/22 They marked that as duplicate and once again I was told to submit employment verification which is showing as still processing as of XX/XX/22. I have called XXXX times and emailed and been given multiple different responses along the lines of not received, still processing, and we don't accept that method of verification. Yet nothing has moved forward. I did receive a letter at one point that appears to have processed the application but does not list ANY of my payment history there are XXXX years of payment history missing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To whom it my concern, I recently just received a copy of my credit report. And I notice the MOHELA Student loan that are listed on my credit report I am unaware of. This is a former update. I am requesting to remove this off my credit report that are listed below. I tried reaching out to this entity and I spoke with someone about this matter. But they still couldn't help me 1 ) MOHELA STUDENT LOAN # NumberXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted my application with employer certification for XXXX in XX/XX/2022. I had initially used the help tool including thXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as I still was working for the XXXX When I submitted my substantiation, I redid the help tool to only include the XXXX XXXX and received a notice that I am being denied due to the XXXX not being eligible. This was confusing since I never submitted anything with this information on it. I reached out to XXXX XXXX since they are my servicer after not getting a response from MOHELA after multiple messages. They responded after over a month to my explaining that I am a XXXX XXXX and the denial is not based on accurate information on their end and they responded saying to call. MOHELA finally responded saying to call as well. The wait times are ridiculous. I have not been able to get through to a person yet. I have yet to receive a notice to stating an update since the information being processed is not even what I submitted. The form on their website still says processing and there are two different received dates which also doesn't make sense since I only submitted one application. I am a XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and am looking for assistance but getting no where.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A