Date Received: 2022-12-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I contacted XXXX to make a dispute regarding Mohela student loan. I had a student loan through XXXX. The student loan was some how consolidated into 1 and sent to Mohela. It then appeared as a new debt after I received a email stating it was forgiven and now it has effected my credit score. I would like the score changed back to my prior rating as this is not a new debt. There must have been a mix up with in the government with the loan forgiveness and further more and some how this was added back as a new account and it is not.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 13021
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: We can not begin to describe the level of incompetence and disgrace that has arisen from our experience with Mohela. Horrific. I had applied for PSLF forgiveness ( to include XXXX ) on XX/XX/2022. That would have qualified for the 120 months worth of forgiveness according to my qualifying count on both Studentloans.gov and XXXX prior to the transfer to MOHELA. All we needed was for Mohela to count the twelve payments over the last twelve months since I was with my employer ( and still am ) for the entire duration of that time. Thats it. Count to twelve. However, we were told it would take 90 days to do so. Regardless, on XX/XX/2022, we called Mohela to check on the status of our loans and spoke with XXXX. XXXX verified the form submission and all details filled out were correct. However, on XX/XX/2022, MOHELA erroneously submitted a response stating Your employer provided an employment end date on your PSLF Form that is more than 60 days prior to the date we received your form. Therefore, we are unable to confirm if you are still employed with that employer. You must be employed full-time by a qualifying employer when you apply for and receive forgiveness under XXXX or XXXX. 1. This is patently false. If MOHELA had bothered to check the form submission which can be found on their own website, they would see that the employer certification, the employee signature, and the received date are all the same : XX/XX/2022. It does not take an inordinate amount of effort, let alone 90 days worth of effort to do that. 2. It is irrelevant. As long as I was employed on XX/XX/2022, that would have constituted the full 120 payments per the prior qualifying counts as confirmed by both Studentloans.gov and XXXX XXXX. It is unbelievable that something like this has to involve so much complication and quite frankly shear incompetence over such an inordinate duration of time. This is egregious and contravenes Congress and the Presidents intent for the program. We will be sharing this information with all prospective legislators who represent us. XXXX recently reached out to us - along with other lenders- and offered monetary settlements to account for their previous bumbling of student loans. You would think MOHELA would take note, but clearly they have not. Request MOHELA go back and perform this check in accordance with the mandated standards and processes as required by law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45040
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: Trouble with how payments are being handled
Consumer Complaint: The Biden Administration DOE stated in XXXX of XXXX that you may contact your loan servicer to request a refund of any payments that you made during the payment pause. It is also posted on the studentaid.gov website. With this information, I requested a refund for a {$2000.00} payment that I made in XXXX since I found out that the payment pause would count towards my PSLF payments anyway. I requested this refund in XX/XX/XXXX in writing through my portal. I did not hear from them and sent ANOTHER email over a month later in XXXX asking for the status of my request. I finally received an email XXXX months later in XX/XX/XXXX stating my refund request had been submitted and I would receive my refund within XXXX days. Fast forward to now ( almost 90 days later ) and I emailed them asking for the status of my refund. They emailed me back today and informed me that my loans had been consolidated on XX/XX/XXXX so I don't qualify for the refund. This can not be correct for several reasons : XXXX. I requested this refund well before I consolidated my loans. XXXX. Nowhere on their website or on studentaid.gov website does it state that it even needed to be done before I consolidated. Not that that matters because I still requested it before I consolidated. XXXX. I had tried several times to contact Mohela over the phone and by email and it is not my fault that they didn't process the request before my consolidation. I requested this as soon as the DOE allowed us to request the refund. No where was I ever told that it had to be done before my loans were consolidated. Also, had I waited to consolidate my loans until I receive my refund then I wouldn't have been able to apply for the PSLF temporary waiver to get into the program. That program had a deadline in XXXX. I also went on the studentaid.gov website TODAY and looked again at the requirements for the refund of payments. No where on there does it say anything about needing to be done before consolidation. This does not seem very transparent. I am attaching screenshots for reference. This is unacceptable to me. I have spent so much time constantly emailing this company and trying to call. I once waited over 80 minutes for them to answer my call only to have them hang up immediately. Why should I not be allowed my refund that is due to me because they are backlogged on their processing times, thus pushing my refund approval until after they conaolidated my loan? I submitted the request in plenty of time for them to refund my payment before consolidating my loan. I would also like to note that Mohela had my old loan before consolidation, I was only adding a loan to my already consolidated loans so that it would be included in PSLF. This is unfair and frankly, it should be illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was transferred from XXXX and everything seemed ok, but then I needed my employment certified. I have been trying to get it certified since XXXX maybe XXXX at this point. I have emailed and called numerous times. I have spent over 10 hours on hold or talking with customer service all have assured me it will be taken care of. XXXX I'm on the phone now waiting to talk to a supervisor, I'm sure it won't happen. If I turn in the next six months of certified employment they will cancel the request and say this is a duplication form. I also initially had the wrong payment plan set up which I repeatedly asked about and was told it was fine.. it wasn't and would have made me ineligible for the PSLF. I am starting to believe that MOHELA feels this is a game make us wait it out and see how long until we give up. I have worked for the feds for 15 years and it's my right to have PLSF. I'm not sure why they are doing this to good people, I have had four different loan providers over the year and this is by far the absolute worse service I have ever had.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22630
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am reaching out to obtain a status update on the request made on XX/XX/2022, regarding XXXX XXXX XXXX XXXX. MOHELA is literally " hiding '' behind the issues that are presently addressed through the legal system. I have been in the XXXX XXXX XXXX XXXX for over XXXX years with over the XXXX payments required for forgiveness, and my account was only affected by those legal issues once you all CONVINCED me to consolidate my parent plus loans. I am attaching a copy of the letter from FED Loans dated XX/XX/2022, indicating that my XXXX XXXX XXXX was XXXX at that time. I am also attaching a copy of the PSLF Payment Tracking showing that I made XXXX payments. I consolidated on XX/XX/2022, to include my parent plus loans. MOHELA processed the consolidation on XX/XX/2022. I was on the Income-Driven Repayment ( XXXX ) plan before consolidation and am currently on the XXXX payment plan. MOHELA has only given me credit for a total of XXXX payments. I was provided information from XXXX XXXX XXXX and MOHELA that my payments before consolidation would be counted after the loans were consolidated. This has yet to happen. Instead, MOHELA has been " gaslighting '' me since day one. They have not applied any of my payment counts to my student loan account. I do not wish to move forward with the consolidation if they do not plan on upholding their end of the agreement. I made the XXXX payments before consolidation, and I want to revert my loans to their status before consolidation. This would leave me with the parent plus loans needing to be repaid back for roughly {$14000.00}, give or take a few dollars. I would have never consolidated in XXXX of 2022 if they had not practiced " deceitful tactics '' to lure me into consolidating those loans. I have tried contacting MOHELA, XXXX, and FED Loans to resolve this situation. I have yet to be successful in obtaining any resolution from these folks. The representatives at MOHELA are very unprofessional and have a nonchalant attitude when discussing your concerns with them. The last representative laughed during our phone call without any provocation. I need clarification on how MOHELA acquired my loan in consolidation but not my payment count. I have spoken to several representatives with MOHELA, and all of them have assured me that they only enter notes into the computer system and can not provide ANY assistance on my account. I have a copy of my entire FED Loans file, over 1,000 pages. I have been in the PSLF program for over ten years. I can not email the file as it is too large, but if you need additional information on my student loans, I probably have access to the data. I can be reached at ( XXXX ) XXXX or at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I spoke to Mohela about my loans and they told me I had to re-submit an XXXX. This information is inaccurate because my XXXX confirmation is not until XX/XX/XXXX. Now, I have to make payment on income on XXXX taxes which was inflated due to unemployment I received in XXXX. I will not afford the cost based XXXX that income from 2 years ago. I need help removing my recent XXXX income submission. Thank you,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07016
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Starting in XX/XX/2022 I have been reaching out to mohela to find out how my application was going. I sent inmy new application for pslf per mohela request when they took over my student loans. They sent back an auto reply that stated to give them 90 days to process applications because they were being inundated. Since then I have sent 7 messages. I have been unable to get a hold of a customer service rep and when I finally did yesterday they told me they have never received my application and that since they hadn't I no longer qualify for the limited pslf waiver. They then decided to transfer me to a manager because I stated why would I be calling and sending multiple messages if I never sent an application? I held on the phone for an hour and a half with no answer, just holding music. This is just XXXX problem I'm having with them. I have multiple, but they only reply with auto reply on the secure messaging that is not helpful. They have made it too difficult to contact them and my loans are being grossly mismanaged. At this point I don't know if I need to get legal representation. All my messages are secure on my site and it is obvious I have been reaching out for months to try and figure out where my application is, why my eligible payments aren't rolling over and also I submitted a decrease in working hours and requested they change my monthly payments based on this. None of this has even been addresses. This is a horrible company and XXXX begging for help. I'm a XXXX XXXX who has worked through the pandemic with covid in XXXX XXXX patients. I have worked for the same company that is non profit for 12 years. I am the poster child for pslf program. Please help me. Thank you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Called on XX/XX/22 and requested refund of payments made during XXXX pause. XXXX was finally increased on XX/XX/22. Refund should have been in the amount of {$6100.00}, instead it was in the amount of {$4600.00}. Refund was short {$1500.00}. These were the payments made to my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and therefore eligible for payment refund. I have called and talked to several different people at MOHELA and been on hold for hours for a supervisor and no one seems to know anything about this and/or why the refund wasn't processed correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I've been in the process of XXXX loan forgiveness. Was transferred from XXXX to mohela even though I was already past the XXXX payments. Everything is taking months to process, it's impossible to get someone on the phone to explain what is happening, and the entire process has been the least transparent experience I've ever had with any loan or financial service in my life. It's not all on Mohela, also dept of ed., but it seriously undermines the entire point of the reforms to the system in the first place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My account was transferred from XXXX to MOHELA. MOHELA does not have my account information accurately accounted for. Additionally, I have to tell them the same thing multiple times, and it still has not been changed. The chat ( for help/support ) feature has never worked or been unavailable every time I have tried to use it. The confirmation message when submitting a message through my account says that I should get a reply within 3 business days. However, it has taken approximately 3-4 weeks to receive a response, and their responses have yet to resolve any of the issues I have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 161XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A