Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX, my federal loans were transferred from XXXX XXXX ( XXXX ) ( Account # XXXX XXXX XXXX ) to MOHELA ( Account # XXXX ). The transfer was not done properly. I had been on an XXXX plan with XXXX for years, and when the transfer to MOHELA was processed, I was incorrectly placed into an XXXX plan. At XXXX, my monthly payment was supposed to be around $ XXXX ; however, MOHELA says XXXX now owe approximately $ XXXX. In XX/XX/XXXX, I reached out to MOHELA to explain that there was an error in transferring over my loan. I was told that MOHELA would look into it and update my account. On XX/XX/XXXX, MOHELA denied my request and I continue to be on an XXXX plan. MOHELA told me I needed to recertify ; however, no one has been required to recertify since XX/XX/XXXX. My goal is that I be placed back into my correct XXXX plan and continue having the same payment as I had as of XX/XX/XXXX when student loan payments were paused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22207
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: After I filled a complaint with the XXXX on XX/XX/XXXX, for MOHELA constantly not responding to direct questions on my PSLF application, I received a response from MOHELA. The response stated everything was on track for my PSLF application that was filed on XX/XX/XXXX of this year. I also made a call to MOHELA and the representative stated everything looked like it was on track and it may be a the end of XXXX before my account was updated. Then, on XX/XX/XXXX, I receive another email from MOHELA and the processing days have been changed from 90 to 180 days. Six months!? And after a response that everything was on track? It seems that MOHELA just responded with whatever they wanted to get me to close the complaint with no commitment to actually honor their word. It does not look good that this company is the one involved in the lawsuit against student loan forgiveness, then takes over the PSLF applications just to constantly delay the process for millions of borrowers. This was a very poor decision to have this company in charge of these loans and I suspect many will not receive the forgiveness that they rightfully qualify for under these circumstances. I will have to be turning in another application shortly all because my first one was never processed and will be well over the required 120 payments by the time loans are expected to resume payment status, with no resolution to this problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 745XX
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 applied for XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX. My application included XXXX payments while I working for the Federal Government. This exceeds the XXXX payments needed for loan forgiveness. But, Mohela has not processed my application. It has been 9 months. The application is supposed to be processed within 90 days. Every time I call they tell me they see that I have enough eligible payments, but they need to update their tracker. Their story keeps changing and on XX/XX/XXXX they said they have to resubmit the payment certifications because it got " caught up '' in the system, so the clock starts all over. I resubmitted with everything they asked for. I called many times to inquire and they said my application was good and all payments could be certified, but they just needed to update the payments into the account. Now they have changed their story and said my XXXX employment from XXXX could not be verified because my former employer did not sign the form. However the instructions said if I could not get my former employer to sign the forms, I could submit a XXXX, which I did. This is also what my previous servicer and Mohela have told me over the phone. Now Mohela has moved the goal posts and said I need a XXXX for every year I want credit. So I provided those documents and Mohela said they XXXX get to them in 90 days. I submitted my application 10 months ago and they are saying another 90 days. They never told me there was an issue or a need for additional XXXX 's until I started hounding them. Then their story changes every time I call or email them and they XXXX up a new hoop to jump through. They have not acted in good faith. I keep calling, jumping through hoops and submitting more documents and it's never enough
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I filed for XXXX this fall after consolidating my loans with MOHELA. Its has been months and nothing has updated on my account. I have worked at approved nonprofits for 20 years. And its like a black hole. I got all the paperwork and XXXX forms in by the deadline. And nothing has really happened. My payment count has been 3 for a long time. There is no way to speak to a human being without waiting on hold for an incredible amount of time. I work!!! I can not be on the phone for hours on end. They do not reply to emails and I just can not seem to find any way to talk to a human who knows what is going on. 90 business days is a crazy amount of time. I have worked hard to get everything in and now I just feel like it went in the trash or something.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had student loans for grad school and XXXX through XXXX. I have been working as a XXXX XXXX XXXX XXXXXXXX XXXX since XX/XX/XXXX, which is a non-profit legal assistance law firm ( provides legal assistance to low income people in civil matters. ) Believing that I should qualify for 8 years of payments ( approximately XXXX of the required XXXX payments ) under PSLF, I applied for such before the XX/XX/XXXX deadline. I was required to consolidate my XXXX and grad school loans with Mohela to do this. I would never have consolidated these loans, except to get the PSLF ( my XXXX interest rate was very low ). Now, my loans are consolidated with Mohela, and I was approved for PSLF, but it is showing XXXX qualifying payments. Their website shows my PSLF application was processed on XX/XX/XXXX on the " documents received '' screen. My employer and I filled out the document correctly. ( Or if we did not, I never received any notification from Mohela that we did not. ) The only payments that appear to count, per their website, are the 4 since consolidation. It also states that it needs employment certification, but it processed that certification on XX/XX/XXXX. I should have about XXXX qualifying payments. This mistake if it stands will cost me over {$100000.00}. I submitted a question to Mohela and received a response on XX/XX/XXXX that I must call their XXXX. They did not attempt to reach out to me or to fix the problem. The same thing happened to my husband who XXXX XXXX at a XXXX XXXX He will make a similar complaint also.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47712
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2022, I submitted two documents certifying employment to Mohela ( federal student loan processor ) for the PSLF program. After several months, they were marked processed on my account with mohela.com. However, the payment counts was not updated to reflect the additional qualifying payments. I submitted written questions about this on XX/XX/2022 and XX/XX/2022. I attempted to call their customer service number weekly between XX/XX/2022 and XX/XX/2022. On XX/XX/2022, after being on hold for a couple of hours, I finally reached a customer service representative. When she looked at my account, she was perplexed as to why the documents certifying employment were marked processed, but my account was not updated. She verifying that the employers listed were qualifying employers. She said she would submit tickets to update my payment counts right away. At this time, those payment counts still have not been updated. I am concerned that they will not be. Dealing with Mohela has been much worse than the former federal loan processor. Its incredibly frustrating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have submitted my XXXX XXXX XXXX XXXX application on XX/XX/2022 to Mohela ( who is my servicer for my loan ) and it says it is processed but I don't see or hear any actions that are taking place on my account. I have tried to contact them but they don't respond. Could you please help me get my XXXX application processed. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93312
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: An affidavit was sent in XX/XX/2022 and the debt was removed and the debt has now returned back on credit report. Ive attached what was sent certified mail in XXXX and a screenshot of the removal of the debt. Ive attached other supporting affidavits as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: An affidavit was sent in XX/XX/ and the debt was removed and the debt has now returned back on credit report. Ive attached what was sent certified mail in XXXX and a screenshot of the removal of the debt. Ive attached other supporting affidavits as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have applied for PSLF through my servicer, MOHELA, and subsequently received incorrect information concerning the number of qualifying payments. When I contacted them, which took over 2 hours on hold numerous times, I was told they were aware of it and they were mailing out incorrect information to everyone. Later, I received a rejection letter stating that my employer is not a Public Entity. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I don't know how much more public I can get. I have since reapplied, before the XX/XX/31 deadline, but have yet to hear back. Calling no longer does any good. After 2 hours and 16 minutes on hold their system automatically hangs up on you. I've documented this numerous times, with numerous phones, over 2 different wireless networks. They are completely incapable of handling the volume of business they have taken on. Thank you in advance for any help in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A