Date Received: 2022-12-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Called XX/XX/XXXX to request refund timeframe that I was told was 60 days. Called several times to follow up and I was told several times that request has been submitted. I called again XX/XX/XXXX way past 60 days only to be told that request wasnt properly submitted and now will need to reset the clock and will take another 90 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90604
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: During the summer of XXXX, I had XXXX XXXX payments and more coming due to the limited waiver. I consolidated my loans in XXXX and received XXXX letters from MOHELA, XXXX on XX/XX/XXXX that showed only XXXX qualifying payments and then the next day on XX/XX/XXXX, i received another letter with XXXX! MOHELA is mismanaging the XXXX program. I should have almost XXXX payments and now they are reporting XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 546XX
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: Mohela is incorrect with their calculations of of XXXX qualifying payments. Before the pandemic payments from XXXX we're certified by XXXX XXXX and was previously included in my qualifying payments count. Mohela do not have these months included in there XXXX qualifying payment count. In addition periods from XXXX has not been added. I was advised by a representative from Mohela, that I would need to submit a reconsideration to studentaid.gov to have periods for Americorps to be counted. I do not understand why a second reconsideration needs to be submitted when studentaid already approved those payments when my account was with XXXX XXXX. Mohela continue to send duplicate letters acknowledging the XXXX qualifying payments, but again the agency is not addressing the periods that I repeatedly outline. I know the pandemic qualifying payments have not been added to my calculation, but my issue is regarding my prior qualifying payments. Why would XXXX qualifying payments not match Mohela 's. There is a complete disconnect. And I have submitted a copy of my XXXX XXXX notice several times as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21117
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: Good Afternoon, Several months ago my federal student loan provider was changed from XXXX to MOHELA, according to related federal action. All had seemingly gone well until XX/XX/2022. At this time I received notice that Mohela had placed a credit limit on my student loan account. Worse yet, they placed a credit limit on my account that was less than the balance, making it appear as I had exceeded my limit. My credit report took an immediate XXXX % hit across several accounts at a time when I was considering buying property. I have contacted them by phone and by email, with no response for several weeks. I would greatly appreciate it if you could look into this, because the credit limit does not make sense with this type of credit, and the obviously low amount reported to the credit agencies is damaging to my credit reputation. Thank you. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79109
Submitted Via: Web
Date Sent: 2022-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My student loans were with XXXX until XX/XX/XXXX, when they were transferred to Mohela so I could apply for the waiver for XXXX. From XX/XX/XXXX until XX/XX/XXXX, my loans were in deferment as I was in college. After finishing my program, my loan payments resumed, despite there being a payment pause due to XXXX. I had assumed that it was because my loans were not held with the government. When my loans were transferred, XXXX told me I had XXXX payments toward XXXX. Mohela added several payments, from XX/XX/XXXX until XX/XX/XXXX ( during the continued XXXX pause and while the loans were evaluated for the XXXX waiver ). On XX/XX/XXXX, I received an email from Mohela with an updated XXXX count of XXXX eligible payments with XXXX qualifying payments. My loan balance showed {$0.00}. ( I still can't even believe this has happened ). I have tried calling Mohela 's number, but I can't get through the automated system as it won't accept my birthdate and therefore can not find my loan information. There is no email to send a request to, and the forms on their website do not apply to my questions. XXXX, can I request a refund for the XXXX I paid on my loans from XX/XX/XXXX through XX/XX/XXXX? XXXX said that XXXX loans don't qualify for a refund of payments made during the COVID pause because those loans are not federal loans ( if they weren't federal loans, then I wouldn't have been able to put the loans into a Direct Loan to qualify for the XXXX waiver ). XXXX, is there a way to know how I reached the XXXX payments when XXXX only had me at XXXX? I'm trying to determine if I am owed a refund for the payments over XXXX or if those payments came from forbearance or deferment periods. None of that information for my loans is on the XXXX site- it only shows the full balance but not the number of payments through each of the servicers I have had over the XXXX ( XXXX was terrible ). XXXX if I am owed a refund, what is the timeline for it?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
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: XXXX, XXXX, a dispute was submitted to XXXX. It was noted by me in XXXX that principal amounts of the students loans are incorrect. During the course of these loans, the service providers have changed several times and the principal amounts changed as well. Instead of bringing the balance to XXXX when transferring the loans from one servicer to the next, it stayed. The time period that is being disputed is XX/XX/XXXX and XX/XX/XXXX. XXXX records says that XXXX XXXX XXXX XXXX and the XXXX XXXX submitted to XXXX XXXX XXXX {$26000.00} on XXXX XXXX and on XXXX XXXX, submission of {$15000.00}. Keep in mind a XXXX XXXX was provided to me during these time periods and the tuition was less than {$10000.00} for the whole year. A dispute was made with XXXX and they indicate that these amounts are accurate and the principal balance is correct as indicated. The principal amount grew each time there was a new servicing agency. Example, XXXX XXXX XXXX XXXX transferred {$5500.00} to XXXX. Once transferred the balance for the XXXX XXXX XXXX should have been XXXX, while XXXX would show {$5500.00}. Instead it shows that the principal amount is {$11000.00} instead of {$5500.00}. Then when it transferred from XXXX to the next servicing agency, instead of showing the {$5500.00}, its now showing as {$16000.00} during the semester of XX/XX/XXXX. The same action happened for XX/XX/XXXX. This is ludicrous, the tuition was paid with a XXXX XXXX and part of the student loans. These amounts that are showing as accurate in the credit Bureaus are incorrect. As an XXXX, theres no way these amounts were given to me while at XXXX XXXX XXXX. It is the changing of the student loan servicing agencies that has driven up the principal of the loans. Each service provider is showing the same loan, XXXX is combining the amounts as accurate and they are not. Moehla is the new service provider and the principal is now over {$57000.00}. Theres no way the principal grew like this. The last semester that school was attended by me was the fall of XXXX. Unfortunately, for me, repayments of the loan was steady for 14 months during the time period of XXXX, I fell on hard times and was not able to continue making {$300.00} plus each month. Started raising my granddaughters. Its the servicing agencies not reflecting a XXXX balance after transferring the loans to a new agency. XXXX now, working part time and still taking care of my granddaughters. This incorrect amount is a heavy burden on me, different if it was accurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 445XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan was consolidated from XXXX to XXXX XXXX for the purpose of applying for the XXXX XXXX. XXXX via MOHELAs message system took months to get a reply, which never answered the questions I had at the time unrelated to this XXXX refund complaint. I have called multiple times and stayed on hold for up to XXXX hours. I requested a XXXX payment refund on XX/XX/22 after a coworker requested her. The first representative I spoke to that day barely answered my questions. When I asked to put the request in she said I would have had to do that before I consolidated, then when I began to question and talk about my coworker the line went dead. And this was after a XXXX hour wait. I called back and waited again. This time the representative was nicer and put the request in. I was told it would be XXXX weeks. When the XXXX weeks came close I called back with my coworker to verify it had been sent. That representative assured both of us it was sent to the treasury, but that the timeline was now XXXX business days. Last week was XXXX business days. We called back again, together to verify the request. This representative now told us that It probably didnt get sent to the treasury because we dont qualify. This representative fumbled along trying to direct us to the studentaid.gov website, but couldnt answer our questions. Yesterday my loan on studentaid.gov was zeroed out with an affective date of XX/XX/22. My request was made on XX/XX/22, and my XXXX form was not signed or uploaded until XX/XX/22. The rules to XXXX refunds made eligible by the Cares XXXX keep changing per these MOHELA representatives. And, now convienently my loan has been forgiven with a date prior to my actual submission. Im seeking help with COVID refund payments that I was promised through MOHELA and assured that it was processing with the treasury.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15701
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have federal student loans and should qualify for public service loan forgiveness. My loans were serviced by XXXX and I applied in XX/XX/XXXX and certified 24 years of public service ( yes more than just since XXXX ) after finding out that years of yearly certification forms that I faxed to XXXX were not documented. My last PSLF update count was this spring at XXXX. With the announcement that there will be a one-time forbearance count added ( if more than 12 consecutive months or 36 months total ), I should be well over the 120 months. I understand that there were some adjustments last XXXX and the adjustments restarted in XXXX. My loans are now with Mohela. My complaint is that each time I call to speak with a representative about my forbearance counts being applied, I get a different answer- ranging from forbearances wont be counted or counts wont be done until XXXX ( which is incorrect because a multitude of others in a similar situation have had theirs applied and are now loan free ). I filed a complaint with XXXX XXXX XXXX on XX/XX/XXXX. I was supposed to get a response within 15 days but still have received nothing and it is XXXX. Due to the transparency of the large social media groups regarding PSLF, there appears to be disparate treatment of loan holders- no transparent system or order to forgiveness. I can not get any answers on what if anything additional I must do. It is frustrating as I see others who applied for PSLF almost a year after I did have their forbearance months applied and now have forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive been paying on my student loan since XX/XX/2014. Im enrolled in the PSLF, Recently my loan servicer switched to MOHELA, and a consolidation was recommended ( which I did ). Since the consolidation I have XXXX payments listed toward the PSFL. When Im fact I should be getting close to 100 payments Ive called and every time they give a different excuse - the most recent from today is my employment certification hasnt been applied to the payment count, Last month they were just behind the month before that it was because of the consolidation. Ive sent a complaint to the XXXX with no reply. I dont know what to do next.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45801
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been paying on my student loans since XXXX. I have worked for the same PSLF eligible employer since XX/XX/XXXX, and have sent pslf certifications every year to fedloan and now mohela. From XXXX to XXXX, I was in the 20 year repayment plan and did not realize I had to be in the XXXX program for XXXX, so I consolidated into a direct loan on XX/XX/XXXX. XXXX then serviced my loan until XX/XX/XXXX when mohela got them. I then went and got a XXXX XXXX, where the final class ended XX/XX/XXXX. Therefore there were loans taken for grad school after the XXXX was consolidated. In XXXX, I noticed my payments were not being counted towards XXXX during the covid forbearance so I called XXXX and they said I was in in school deferment but I could fill out a form to waive it back to XX/XX/XXXX, so those payments wound count. I did this and they approved it. My counts on the loans XXXX and XXXX ( direct consolidated loans ) increased to XXXX through XX/XX/XXXX. I had XXXX other loans in XX/XX/XXXX with lower counts ( XXXX and XXXX with XXXX ). I called XXXX and asked why they had different counts, and they explained that they were taken at different times. I asked if I had to consolidate them and they said no under the pslf waiver they were ok because they are all direct loans. In XXXX mohela got my file and since it has been a mess. In XXXX, I sent them my XX/XX/XXXX pslf certification which they denied because it was a duplicate. On XX/XX/XXXX, I sent them a message asking if I needed to do anything about the varying payment counts so they would be forgiven when they reached XXXX payments. They responded with a message to give them 90 days to process. Sometime around XX/XX/XXXX, I called and spoke to a rep and asked her why my payment counts were pending and not increasing and she said because the last time they were reviewed was the XX/XX/XXXX certification. I asked if there was ANYTHING I needed to do to get ALL of the loans forgiven when I reached XXXX payments and she said " no but I suggest sending an updated XXXX XXXX ''. So I did right away, and this is STILL pending for mohela to review. On XX/XX/XXXX I sent mohela another message and specifically asked if I needed to consolidate before the waiver ends so the loans would be forgiven after XXXX payments. Again they responded to give 90 days to process but added the counts would be increasing and " no further action in needed by me at this time ''. I also called on XX/XX/XXXX and spoke for XXXX minutes to a rep who said no action was needed because I had all direct loans. Then on XX/XX/XXXX, I got a letter from mohela that they received notice i am in school status and they put ALL of my loans into in school deferment BACK to XX/XX/XXXX ( when this was already waived and completed by fed loan ). This means no covid counts would count again. I called them on XX/XX/XXXX and spoke to a rep who said I could waive them, after she confirmed that mohela had the documents from fed loan and she was looking at them. Then, i asked her once I do that, and they put me back into forbearance will all of the loans be forgiven when the highest reaches XXXX payments and she said loans XXXX and XXXX would be first because they are at XXXX counts through XX/XX/XXXX ( pending mohela getting around to ever reviewing my pslf it will increase to XXXX counts through XX/XX/XXXX ). Then she said all of the other loans will have to reach XXXX payments!!! I am at XXXX payments on XXXX loans right now. This is what I have been trying to fix since then and having a very hard time getting straight answers from anyone. I have complained to XXXX, mohela many times and also to senators, oags, XXXX and on XXXX and the bbb. I have an extensive case file with numerous documents as proof and the last few requests I sent to mohela are still processing. I have been asking them if I consolidate my loans now, ( since I did not due to their erroneous information said I did not need to ) would all of my counts be reset or not under the XXXX waiver. Then on XX/XX/XXXX I went onto mohela and saw that loan XXXX was gone and my balance decreased to $ XXXX from $ XXXX. There was loan XXXX left ( at XXXX pymts through XX/XX/XXXX ). I called mohela and could not wait over XXXX hours to talk to the cat rep because i had a meeting. So, XXXX assured me that they confirmed with the XXXX XXXX XXXX that I am able to consolidate my loans and get credit for months prior to consolidation. Because I was worried that loan XXXX would be written off like loan XXXX was and then only the lower count loans would be left, and I would lose over XXXX payments and more, I filed a consolidation application today XX/XX/XXXX. If my payments now reset to zero and I do not get credit and all of them automatically XXXX because of mohelas error, I will consider filing a lawsuit based on principle, mental anguish and suffering in dealing with this pslf mess. This system is not fixed, and is probably worse with XXXX servicer getting all of the loans now. I have filed a feedback case with studentaid.gov that is also still pending. Please help me resolve this. I should not be harmed due to mohelas misinformation and lack of responding timely. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A