Date Received: 2022-12-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have sent my employer certification numerous times, Ive also asked Mohela if they received it, and keep getting the canned message that does not even remotely answer the question. I want to know if they successfully received my employment verification and would like to know when will it be processed. Also I want to know if they have processed any waivers for my account. Mohela is hands-down one of the worst companies, as far as customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 528XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an Employment Certification Form to Moehla in late XXXX. They claimed they needed 90 days to process it. I have been checking it regularly, and as of today, they deleted my form, claiming it was a duplicate. As noted in the message I sent them, I am sending in the same form again as my payment counts are still inaccurate. I have submitted this same form at least twenty times to XXXX XXXX and now twice to Moehla. I am being denied three years of PSLF payments because neither loan servicer collecting millions of dollars in federal money can be bothered to read a form, email, or message. As stated countless times, process my form, process my PSLF application, and forgive my loans. I'm not waiting another 90 days for Moehla to pretend to process a form before deleting it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filed my Public Loan Forgiveness Program ( PFLP ) documentation on-time and to the correct authorities. And yet, despite having earned forgiveness, the government spends my tax dollars on XXXX and Mohela, who combined to screw up my paperwork as detailed in an email to me from the US Dept of Education on XXXX XX/XX/2022 : " Due to a vendor error, you recently received an email with a subject line indicating your application for the one-time Student Loan Debt Relief Plan had been approved. The subject line was inaccurate. The body of the previous email was accurate. We have received your application but are not permitted to review your eligibility because of ongoing litigation. We will keep your application information and review your eligibility if and when we prevail in court. We apologize for the confusion, and you do not need to take any further action at this time. We will keep you updated with any developments. '' How is it possible that despite all the time and resources available, my paperwork and correspondence can be so poorly handled? To what kind of justice can these delinquent organizations and their leaders be held? Where are the investigations into this massive malpractice?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91362
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received an email saying a previous email I received regarding student debt cancellation approval was an " error ''. I am very confused! Please stop this company from wrecking my life!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Upon my review of my consumer reports it has come to my attention that Mohela is reporting accounts to my Consumer reports that I did not give you any express permission or permissible purpose to report. 15 USC 1681b2 As a consumer I have the right to privacy pursuant 15 USC 1681, 15 USC 1692, 15 USC 6801. My private information is my business, my student loans are my private information, and you have reported my private information without my consent. Your actions amount to aggravated identity theft. 18 USC 1028A. As a consumer you have an obligation to protect my personal nonpublic information. 15 U.S. Code 6801 - Protection of nonpublic personal information- It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. You reported my confidential and private information to a nonaffiliated third party without my permission or without giving the proper disclosures. Pursuant 15 USC 6802 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information ( 1 ) A financial instituti on may not disclose nonpublic personal information to a nonaffiliated third party unless : a ) The financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party ; b ) The consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party c ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. I am requesting all my disclosures pursuant 15 USC 6802 B that you should conspicuously disclose to me before reporting of my non-public personal information to nonaffiliated third parties ( XXXXXXXX XXXX XXXX XXXX ) I am exercising my right to opt out of having my information reported pursuant 15 USC 6802B Due to this inaccurate information on my credit report this has caused me mental, emotional stress and denigration to my character. XXXX XXXXXXXX servicer have stolen my identity, violated my consumer rights, my right to privacy and the obligation you have to maintain the security and confidentiality of my private information. See below on the 11 accounts that need to be deleted off my credit report immediately XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First, I received notification that my application for the one-time Student Loan Debt Relief Plan was approved. Then, I received an email stating that was a mistake due to a vendor error. This massive mountain of debt causes me undue stress and anxiety on a daily basis. It prevents me from doing a lot of things, like becoming a homeowner. These XXXX XXXX notifications spitting out conflicting information that deeply affects millions of lives are irresponsible and negligent. They add to the mental strain and perpetual emotional roller coaster and are extremely taxing and harmful to my health and wellbeing. Im not sure what entity is responsible but they should be investigated, prosecuted and fined for the mass uncertainty and chaos caused by their careless, thoughtless and incompetent actions. In addition I spent XXXX hours on hold to finally speak to a representative who was very helpful. After I submitted my PSLF application I finally received a notification from MOHELA that only 3 payments were eligible and that I still need to pay XXXX. I had previously understood that all my payments over five years Ive worked for the government entity should be counted and that I would receive credit for making every payment through the pandemic forbearance. I requested a refund of those payments weeks and weeks ago. This company can not handle the volume and they are an inaccessible monolith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78666
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a letter from XXXX saying my application for student loan debt relief was approved- but now I've gotten an email saying this was in error. My loan is managed by Mohela and is a US federal loan. I demand the lender honor the previous promise to approve my student loan debt relief - {$20000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My student loans were transferred to Mohela in XXXX or XX/XX/XXXX. I have been pursuing public service loan forgiveness ( PSLF ) since XX/XX/XXXX and all of my interactions with Mohela have been related to my PSLF process. In XX/XX/XXXX I submitted my final employment certification form for PSLF, certifying that I had been working in public service for 120 months ( the requirement for PSLF forgiveness ). In XX/XX/XXXX, my employment certification form was processed and my Mohela account was updated to reflect 120 months of qualifying PSLF employment/payments. XXXX qualifying months is what is required to have the remainder of your qualifying student loans forgiven. I have inquired several times to Mohela ( via email and the online chat function ) over the last several weeks about the status of my account. Typically, once someone reaches XXXX qualifying paymens their information is forwarded to the Department of Education to verify and request forgiveness. However, each time I have inquired I have either received no response ( I emailed the Mohela military address XX/XX/XXXX and still have not received a reply ) or have been told there is no update to provide about my account status, that I just need to wait ( I have received this response several times via Mohela 's chat feature, most recently on XX/XX/XXXX ). To me, this is completely unacceptable. I have reached the requirements for forgiveness, there is no reason that Mohela should not be doing their part to allow me to achieve forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My XX/XX/XXXX, request to have my XXXX of XXXX and XXXX of XXXX income recertifications for the XXXX repayment plan to be disregarded has yet to be addressed by my student loan servicer MOHELA. MOHELAs response to my previous complaint with the Better Business Bureau did not address my concerns. I most recently submitted my annual recertification to my former loan servicer, XXXX, on XX/XX/XXXX. My current loan servicer is MOHELA. I recently discovered that I was not required to recertify my income until XXXX months after the payment pause ends, as per https : XXXX. My recertifications will result in me having to make higher payments than what would be required had I not recertified. My payments were {$270.00} when the pandemic began in XXXX of XXXX. I was led to believe that I was required to recertify my income by a letter dated XX/XX/XXXX, from XXXX. My XXXX of XXXX recertification resulted in an increase of monthly payments to {$270.00}, as per a XX/XX/XXXX, letter from XXXX. It is my understanding that I was not legally required to recertify my income under the XX/XX/XXXX, XXXX XXXX at the time the XX/XX/XXXX, letter was issued by XXXX. The XX/XX/XXXX, letter states in part that I am required to recertify my income annually regardless of whether I am in a deferment or forbearance notwithstanding the XX/XX/XXXX, CARES Act. I also received notifications through the " XXXX '' icon at the relevant times when I was logged into my dashboard on XXXX indicating that I was still required to submit my annual recertification for the XXXX plan. A letter from XXXX dated XX/XX/XXXX, indicates that my monthly payments will now be {$310.00} under the XXXX repayment plan. This letter was generated after I submitted my recertification on XX/XX/XXXX, based on the misleading language used in the XX/XX/XXXX, letter from XXXX and the bell icon notifications on studentaid.gov. I would have never recertified my income had I known that I was not required to do so. I have detrimentally relied on the misleading information I was provided. By recertifying my income, I have lost at least six months of payments at the {$270.00} pre-pandemic amount. That clearly calculates to {$42.00} per month, or a total loss of at least {$250.00}. XXXX XXXX informed me that it is unable to assist me inasmuch as it is no longer my loan servicer. Although MOHELA responded to the complaint I filed with the Better Business Bureau, that response ignored my request. Moreover, MOHELA has yet to respond to the XX/XX/XXXX, complaint I filed with XXXX XXXX XXXX concerning this issue. It should also be noted that I have previously sent MOHELA several emails concerning this issue. I have also reached out to MOHELA via social media to no avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 25801
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My Direct Joint Spousal Consolidation loans was transferred to Mohela. My payment trackers are not showing. I have applied for XXXX under the waiver and have XXXX eligible payments. A XXXX to XXXX from XXXX was issued XX/XX/XXXX effective XXXX of XXXX. Prior to this a had a direct to discharge issued in the spring, canceled XXXX XXXX and reissued XX/XX/XXXX. XXXX promised to discharge my portion of these loans prior to transfer and did not do that. Now it appears part of my data has been lost as well. I can not reach anybody by phone or chat. My portion of the loans should have already been forgiven. I would like information as to when my loans will be forgiven. Also, my loans are in a non-interest accruing forbearance and it looks on my account that interest has already been charged on my account since the transfer. Id also like information on the XXXX waiver as that should take care of my ex-husbands portion of the loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37129
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A