Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my application for PSLF based on federal employment in XXXX 2022. I received a notice in the mail approximately XXXX 2022 stating that there was additional information required. Due to the length of time it took to receive the notification in the mail, it was outside of the window to provide an update, and required a new application, which I submitted via fax XX/XX/2022 and there was no response from MOHELA. A second application was submitted in XXXX 2022 via USPS mail service ; to date still no response. I checked their website and there has been no updates to my account since XX/XX/2022. I have no knowledge of the status of my application, or if it was even received. There is no response from MOHELA and attempted phone calls have been met with XXXX hours wait time and the inability to reach an actual human with whom I can speak. As the contracted provider for PSLF, the lack of communication and reporting of status if unacceptable. The deadline for submission has come and gone, and I have no idea if my application was even received in time based on the lack of updates from MOHELA. I need to know if my application was received and is being processed to have my loans transferred to MOHELA as the sole servicer for PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23452
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: Received bad information about your loan
Consumer Complaint: I just received a letter showing my unsubsidized portion of the consolidated loan has 61 qualifying payments, which reflects the months of employment I certified. The statement only shows 55 qualifying payments for my subsidized portion though. MOHELA is required to service my consolidation loan as one singular loan, and that loan should have 61 qualifying payments. I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They have erroneously counted my qualifying payments. I had loans in XXXX as well as loans in an in school deferment. I also consolidated my loans, as Federal Student Aid announced that if the loans were consolidated and employment was certified during the waiver ( prior to XX/XX/2022 ) I would be awarded the highest qualifying payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 082XX
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: Trouble with how payments are being handled
Consumer Complaint: Mohela correspondence states 90 business days to process, I submitted forms in XX/XX/XXXX and XX/XX/XXXX that remain unprocessed. When I called in XX/XX/XXXX, I was told that it could take up to a year to process. This is unsatisfactory, I've made at least XXXX documented payments, far beyond the required XXXX. My payments need to be immediately recounted as I've submitted all of the required paperwork and have been a federal employee since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22556
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan was transferred to MOHELA after being serviced by another company for years. I had submitted my annual XXXX verification form right before I was transferred to this company and I wanted to know if it had actually been received in the transfer. It was urgent that I got this confirmed because of the limited waiver for XXXX which was expiring at the end of XXXX. During the span of a few weeks I tried unsuccessfully to contact MOHELA multiple ways, by submitting a form on their site, by emailing directly and by calling. The first XXXX times i called i waited on hold for over XXXX hours only to have the call dropped without ever speaking to someone. I was finally able to speak to someone after waiting for XXXX hours. And then the representative told me that the forms i had submitted months before were never received. By this point, this was days before the limited waiver was expiring and I rushed to get my employer to fill out the form a second time. I found out weeks later when my account was finally updated online that the representative i had spoken with was wrong, the first form was received, and my stress over this had been for nothing. I have still never received any reply to the written communication I sent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98059
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is not giving me credit for XXXX years of credible federal public service for my recently consolidated loans with them. I have made qualifying payments for over XXXX years and they are not correctly applying them for my loan forgiveness. I have reached out to them several times and they will not correct the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 239XX
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 submitted my application for the public service loan forgiveness waiver to MOHELA well ahead of the XX/XX/XXXX deadline. The company has not responded to my inquiries about whether my paperwork was received or if my loan forgiveness is in progress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87107
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan was transferred from XXXX to Mohela. I resubmitted my XXXX and my payment more than doubled. I don't have a problem with the payment, but Mohela is unable to provide me with the calculations of the payment. Income for XXXX {$71000.00} filed XXXX XXXX XXXX dependents, payment {$78.00}. ( not public data ) Income for XXXX {$71000.00} filed XXXX, XXXX dependents, payment {$230.00}. ( not public data ) My income only went up by $ XXXX, I do not understand why my payment is {$160.00} more per month? I have called and they keep trying to direct me to forbearance, that is not what I want. I want the calculations for the payment plan. They say " It is calculated by what information you gave us ''. My discretionary income has not significantly changed, so the jump makes no sense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55118
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-25
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Refuse to update loan information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2022-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a PSLF application many months ago, but had not received any update or resolution. After calling a few days ago, I was told that my application had been idling, due to a transfer of servicer. They agreed to begin work on my application. Despite filing early and comprehensively, my application was severely delayed ; because I am due a refund, this not only led to aggravation and wasted time on my part, but a delay in receiving funds due to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11570
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-23
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 XXXX XXXX XXXX XXXX XXXX. They have erroneously counted my qualifying payments. I had loans in XXXX, as well as loans in an in school deferment. I reached out with instructions to remove the school deferment and replace it with the covid forbearance, as it is an eligible status for XXXX. I also consolidated my loans, as XXXX XXXX XXXX announced that if the loans were consolidated and employment was certified during the waiver ( prior to XX/XX/2022 ) I would be awarded the highest qualifying payment. I just received a letter showing my unsubsidized portion of the consolidated loan has 5 qualifying payments, which reflects the months of employment I certified. The statement only shows 3 qualifying payments for my subsidized portion though. MOHELA is required to service my consolidation loan as one singular loan, and that loan should have 5 qualifying payments, as the deferment was waived, and I certified employment from XX/XX/2022 through XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A