Date Received: 2022-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested my student loan payments made during the XXXX payment pause to be refunded on XX/XX/XXXX. I was told by the MOHELA agent that the entire balance I had paid during forbearance would be refunded within 30-90 days from the request date. I requested clarification on that time and they confirmed I should have the entire balance returned to me by XX/XX/XXXX. -- My loan was transferred from XXXX to MOHELA during the payment pause. I paid {$4200.00} to XXXX ( XX/XX/XXXX- XXXX XXXX XXXX monthly payments of {$200.00} each ) and {$1600.00} to MOHELA ( XXXX - XX/XX/XXXXXXXX XXXX monthly payments of {$200.00} each ). The balance I paid directly to MOHELA was restored on XX/XX/XXXX and direct-deposited back into my account. However, the balance I had paid to XXXX and which was transferred to MOHELA remains pending after 105 days. -- When I have called MOHELA to request updates on the progress of the refund, I keep being told later and later dates that the refund will be processed by. Rather than the end of XXXX, MOHELA are now estimating I will not receive my refund until XXXX or XXXX next year! This is an absurdly long time to process a refund, and it feels like they are just keeping my money without proper communication or any accountability. I could be collecting interest on that amount in a savings account or paying off other private loans, and instead they are just pushing back the goalpost on their obligations and causing me undue financial pressure and anxiety. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been submitting documents to MOHELA since XXXX XXXX XXXX They are blatantly lying and dragging their feet. I have talked to them on the phone. I have pointed out where they are rejecting my forms and deliberately stating falsehood. I have sent them documents and highlighted where they are not telling the truth. They are claiming my employment end date is before my employment begin date. I have resubmitted forms using different fonts and have had employers fill out forms a second time and MOHELA still lies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 468XX
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted certifying employment for XXXX on XX/XX/22. I had several employers and submitted several different forms. On XX/XX/22 Mohela marked one of my forms as a " duplicate. '' I called and spoke with someone who confirmed that it was NOT a duplicate and had never been processed to begin with. She then stated that it would take 90 days to process the form. It had already been 67 days and now my 90 days restarted because of THEIR ERROR. I've met the 120 payment threshold and now have to continue to wait because they are not properly processing forms. The representative stated that there was no way to expedite it. It appears that they are trying to deny the relief that people are entitled to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 645XX
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for the XXXX limited waiver in XXXX of XXXX. Since then the process has been excruciating. Customer service through one company located my qualifying payments from XXXX and XXXX forward but then nothing else was done. I spent at least XXXX hours on hold, to get no answers, or misleading information. No one ever tried to or did locate my payments made between XXXX, so I found and submitted them. My loans were transferred to Mohela in XXXX and I sent XXXX separate messages asking for clarification about these missing payments and did not get any response until XXXX. The response was generic and it told me to call a phone number. I was placed on hold for approximately an hour to locate a supervisor from the Customer Advocacy Team. She could not and did not help, except to tell me that 6 years of my loans were not eligible or ineligible, but couldn't even be counted because I was allegedly a XXXX XXXX XXXX. I was not a full time or even half-time student during those years and was informed to submit a letter stating this, which I have now done on XXXX different websites. No one can find my loans from XXXX STILL and the Customer Advocate told me that since I just submitted them ( which was not my responsibility ) it will likely be another 90 days on those and there is nothing she can do. Because it has been a year since I applied, I then had to re-submit proof of my current employment, which I have done and again, no-one has reviewed it. I have spent about XXXX hours of my life trying to engage with this system. I have been on hold for a total of at least XXXX hours with no real help. I am a highly educated and motivated individual who happens to have some time to do this. If I was a single working mom it is likely I would have given up by now. As I told the woman who was supposedly a customer advocate, this is a system intentionally designed for failure. They need and want people to give up. The government should create a real advocacy system for borrowers who may still be working XXXX jobs to make ends meet and do not have the time for this. The lack of communication is astonishing. The waste of time and taxpayer money just on my case is astounding. Why doesn't someone just take my file and work with it until it is done? Instead it is shoved from one system to another with more and more people throwing their hands up in the air and saying " sorry, I can't do anything ''. I spent XXXX hours of my life on this yesterday. I feel that nothing will come of it. The system is a sham. Someone should be hired to re-vamp and fix this whole system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had applied for the covid student loan debt relief and requested all amounts paid post XX/XX/2020 to be refunded in mid XXXX with my servicer XXXX. The request was rejected due to a lack of information I was told so we resubmitted in early XXXX. My loans had transferred to mohelia after this point. It is currently XXXX XXXX and there is no resolution or update. XXXX shows everything transferred to mohelia and they have no update and Mohelia says they dont have any request for the debt relief from XXXX and there is nothing they can do since they lost that information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have spend over 40 hours on the phone with Mohela trying to take care of my student loans. I am eligible for PSLF and submitted paperwork to them on several occasions since they took over my account in XXXX. I was told to mail and fax my paperwork after receiving a letter from XXXX XXXX in XXXX. They deny that they ever received my information and I was forced to upload the same documents to my " portal '' on XX/XX/XXXX, and XXXX. Mohela informed me that all of my information would be completed and in their system by XX/XX/XXXX of XXXX. It took them almost until the end of XXXX to get my data into the system. I also asked to have my XXXX grants converted in XXXX so they could be consolidated and rolled into my current loans. They did not complete that until the beginning of XXXX which was past the XX/XX/XXXX deadline to do so and still have the loans fall under the program to do the consolidation. It wasn't until XXXX that the information was even received by the studentaid.gov website to allow me to consolidate those loans. After many hours on the phone, I was advised to reach out to them via the message system on their website. I did so on XX/XX/XXXX with my concerns. They replied to that message on XX/XX/XXXX with a form letter and how I should call if I had concerns. I sent a message through their system again on XX/XX/XXXX for an update on the previous message, and a third time on XX/XX/XXXX to inquire once again as to the status of my PSLF forms. The XX/XX/XXXX message was replied to on XX/XX/XXXX stating that my loans are currently in a grace period and not eligible for PSLF and that a supervisor would contact me but never has and the phone number listed to call entails a hours-long wait to talk to anyone who can help. I have still to date never received a reply to my XX/XX/XXXX message. Their system states that you should hear back from someone between XXXX hours but all of their replies have been boxed answers taking well over 18 days which seems very excessive. I have still no resolution to this. My loans should have been covered under the PSLF and is now holding me back from entering college as I am out of XXXX funds for student loans until this has been resolved. I have several prereqs I need to complete to get into a XXXX XXXX XXXX which will push my entry into that program anywhere from XXXX years due to application deadlines and the prereqs I have to take. This has become a true issue and is keeping me from pursuing further education. This company seems to care very little about the people they are supposed to be servicing and are practicing a delay tactic that makes this frustrating, infuriating, and exhausting. They do not care whether they provide assistance and what little they do provide is marginal at best. When I do call I talk to someone who states that they have to transfer me to someone who can access the data, am then put on hold for hours, then only to be told I need to talk to a supervisor who never comes. I have waited up to XXXX hours in one day just to be told that no one can help me or that the person I need to talk to is unavailable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 764XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Back in XXXX I called XXXX to request a refund for the payments I made during the pandemic period as allowed by the cares act. In XXXX they said my refund was above and that the funds to be refunded were transfered over to Mohela since they were the new servicer for my loan. I called Mohela and they couldn't confirm this info and said I would have to wait. Since then there's been no updates and I still haven't received my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07060
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I initially submitted my XXXX request to Mohela on XX/XX/XXXX. They only consolidated my loans in XXXX of XXXX XXXXr. The payment counts are incorrect between the XXXX consolidated loans even though both loans were taken out and later consolidated at the same time. I submitted a second updated waiver in XX/XX/XXXX but they still have not processed that. With the waiver my loans should be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06450
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted to XXXX 3 occasions since XX/XX/XXXX and they stated DEPARTMENT OF EDUCATION WILL NOT GIVEN decision on approval of my payments under limited waiver from XXXX to XXXX despite approved as a non-profit organization ( MY LOANS WERE NOT CONSOLIDATED AT THIS TIME and I did not make full payments but tried ). I requested under limitd waiver these dates count from XXXX to XXXX as limited waiver CARES ACT approved attempted payments even if not consolidated. I made a complaint XX/XX/XXXX ( XXXX ID ) and was told DEPT OF EDUCATION has not decided since XX/XX/XXXX. TWO YEARS AGO!!!. I have requested MOHELA to contact DEPT of education regarding this as XXXX transferred my loan to Mohela. MOHELA will not respond and asks to call them. I requested responses in writing as chronic documentation as XXXX consistently did not honor verbal conversations. MOHELA has not processed any documents since XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40741
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022, I successfully submitted my application for XXXX XXXX XXXX XXXX and was instructed the application would be processed within 90 days. I have been employed with the XXXX XXXX for over 15 years and meet all the qualifications. To date, I have received no response regarding my pending application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2022-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A