Date Received: 2022-12-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been eligible for the discharge of my student loan balance of {$120000.00} since XXXX XXXX. As a federal government employee since XX/XX/XXXX, I have made XXXX qualifying payments under the XXXX XXXX XXXX XXXX program. It is now XX/XX/XXXX and I have received no discharge from Mohela, my federal loan servicer. Mohela has not acted in good faith or expedience in communicating with me and discharging this debt under a reasonable timeline. I request that they be contacted to process my discharge or provide an explanation as to why they continue to delay this discharge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: First, I searched the telephone number for Mohela and due to the difficulty to contact them, I try the number XXXX that appears to be from Mohela. The assistant answering the phone had a XXXX accent and provided me with her name and her Id number. Unfortunately, i was not able to copy her name and the apparent ID number, because i was driving ; she ask me first the account number which I did not have and she told me that with the social security number she will retrieve it. So, I did provided to her, she started asking me for my salary and the name of my employer, I told her that I had received a letter from Mohella like two months ago which I was not so clear how much it was my loan debt. The letter was sent to me because I applied for the alignment Forbearance for my loan due to the XXXX. She told me that there were different programs that she could help me to rid of my loan and that I had to do it soon as possible due to the period of to do it is at the end of XXXX. The she told me that I had two options, the first one to pay a total of {$690.00} and the second to pay it in two payments. I told her that my debt was about XXXX and what will happen with the rest of my debt then she told me that once I was able to pay one of the two options, every month i will receive a statement of XXXX dollars, so i did not have to pay anything else. Finally, in order to start the process, she asked me my driver license number which I truly believed that I was talking to a real representative from Mohela, also she asked me for two reference persons which I provided their telephone numbers and their names. What really make have some doubt was when she asked me again how I was going to make the payment, she suggested me credit card. I know that usually government agencies for these purposes never ask payments with credit cards. So, I decided to lie her that I do not have any credit card with me, then I told he that I was going to call her in XXXX hours because I have to reach my home first. Therefore, around XXXXXXXX XXXX. she called with apparently her personal phone number ( XXXX ) which make feel more suspicious about the lady because usually this are not working hours for a government agency. I did not answer, and I decided to call from the number that appear on the letter I received from Mohela and luckily, I was able to talk to a XXXX representative and I was able to explain the situation about the possibility of a fraud and who provided me with all the information where I could request my inquiries.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18504
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello, On XX/XX/XXXX I sent the following message to MOHELA : " Hello, I was going through my payment history and noticed that the 14 months listed below did not have a due payment on them, so therefore are not counted towards my PSLF count. From XX/XX/XXXX thru XX/XX/XXXX should have been an in-school deferment. I am not sure what the deal is with XX/XX/XXXX - other than it was a COVID pause? Is there a way to make payments retroactive for the months listed below and get them counted towards my PSLF total? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thanks! '' On XX/XX/XXXX I received the following message from MOHELA : " Thank you for contacting MOHELA, We apologize for the length of time that has passed since we initially acknowledged your email inquiry. If your inquiry has already been resolved, we hope that it was resolved to your satisfaction. If your inquiry has not been resolved, please call our Customer Service at XXXX. If you need more information about Public Service Loan Forgiveness ( PSLF ), please visit StudentAid.gov/pslf or call XXXX. We have also included a few of the top PSLF-related Frequently Asked Questions ( FAQ 's ) below. '' ( FAQ/Remainder of MOHELA response removed for brevity of message sent to CFPB ) I waited seven weeks for them to respond to my inquiry and all they did was give me a boiler plate message that did not address my inquiry and proceeded to close my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75044
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I filled out my PSLF application in late XXXX and received confirmation from MOHELA on XX/XX/XXXX and it stated that they have received my request for my COVID payment refund and my PSLF application. I was told in writing it would take 90 days to complete and update my records with regards to my qualifying payment counts. 90 days had passed and I received word that my updated counts were completed but they did not update my last XXXX payments. When I called and spoke with a representative I was told there was an error on their side with updating my payment counts and since I sent in another PSLF application ( duplicate ) that it would take another 90 days to process. But this time she said XXXX business days which wasn't mentioned previously so I was a bit taken aback by the change in position. I also have never received any mention on when my COVID payment refund would be sent to me or how it would be sent to me. 90 days from XX/XX/XXXX would be XX/XX/XXXX or so and we are on XX/XX/XXXX as of this writing. I am concerned that this company, the only XXXX authorized to do my PSLF application is not wanting to comply with this legislation, and are hoping through their lawsuit with the federal government that they will not have to forgive any PSLF loans. This is a travesty since I only need XXXX more qualifying payments to earn forgiveness and I have XXXX qualifying payments that just need my employment certified. I have left countless messages with information on how they contact my employer, using the internet to prove I am and was a teacher during those last XXXX payments. They won't do a payment count update, and I am at my wit 's end. I am trying to organize a grass roots movement to start a class action lawsuit against MOHELA, I just need lawyer who wants to get rich because there is definitely something going on here that needs to be shared with the world.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 860XX
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I've been on an income based repayment plan of {$0.00} in XXXX my student loans were marked as being late when they were supposed to be listed as current like every other month prior. I spoke to a represented shortly after in XX/XX/XXXX in was told that the late payments would be removed from all XXXX of my student loans, but it hasnt been updated on my credit report, I've spoken to another rep and was told no lates were ever reported. I would just like the late payment from XXXX and XX/XX/XXXX removed from my credit report from each of my student loans showing on my credit report. Updated to Paid as agreed never late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28226
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Company was never authorized to share personal credit reports with XXXX, XXXX or any parties not authorized by me myself or identity holder which is my according to credit reporting law, i would need your help and getting them to remove all this frivolous information on my credit report please
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filed Complaint # XXXX regarding this issue on XX/XX/XXXX. XXXX XXXX responded and the Complaint was closed on XX/XX/XXXX, without absolutely no progress towards my initial complaint. Did anyone even read my initial request? Request was made on XX/XX/XXXX with FedLoans to refund all student loans paid during XXXX forbearance period ( XXXX XXXX ). Call reference number was # XXXX. I was advised on a call two months later that I would not be able to get my student loans refunded because I paid select loan sequences in full, which I later learned was a false statement. In XX/XX/XXXX I learn that my loans are being transferred to Mohela and received an email on XX/XX/XXXX that the transfer process had began. On XX/XX/XXXX, I saw that my account had now reflected my current balance and contacted Mohela to initiate the refund process. I was told it would take 60 days. I called several times over the course of 60 days for updates, and never received any update. After 60 days, I called Mohela and was advised that the wait would now be 90 days following the influx of forgiveness applications from late XXXX following the President 's executive order. Called after 90 days from original request ( late XX/XX/XXXX ) and told loans were still in process. Was just advised today by a supervisor after being on hold for XXXX hours and forty-five minutes that Mohela could not initiate the refund request because the loans were paid off through Fedloans, not Mohela. This was the first time I received this information despite calling well over XXXX times since original request was made on XX/XX/XXXX. I was directed to call Fedloans. I contacted XXXX XXXX times today, XX/XX/XXXX, and each time I call, I receive an automated response that my loans were transferred to Mohela, and I can press XXXX for further guidance. All three times the call was dropped. I filed the complaint with CFPB # XXXX and Fedloans responded that this was Mohela 's responsibility, but Mohela claims the loans were paid off while they were serviced with Fedloans, so Mohela isn't responsible. I filed a complaint with the Department of Education OMBUDSMAN on the same day and received case # XXXX. I call everyday only to hear that as of XX/XX/XXXX my case still is not even assigned to anyone. Both Mohela and XXXX seem to agree on one : The Department of Education must submit the request to Treasury for the loans that were paid in full. The money is all coming from the same place, so it really does not matter who is responsible for making the request, I just want my money, I have a legal right to it pursuant to the CARES Act and subsequent Executive Orders, and I need it before the end of this year. I would appreciate a phone call from someone that can actually assist me with resolving this issue because I am baffled by how poorly this is being handled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08831
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I refinanced my federal student loans with XXXX, who sent my loans to the processor, Mohela. In addition to making my monthly required payments, I have started making additional payments each month in order to attempt to pay off my exorbitant student loans ( which started at just over {$240000.00} ). Until last week, I had been able to apply my additional payments to principal. The lender is now trying to make it harder to pay off my student loan by rejecting my payment instructions and stating that all payments need to go to interest first, even discretionary extra payments. These sorts of unfair practices to make it more difficult to pay off student loans are the exact types of practices the CFPB has come out against : https : //www.consumerfinance.gov/about-us/blog/you-have-right-pay-your-student-loan-fast-you-can-without-penalty/. I have contacted my lender, but they have refused to change their new policy and honor my payment instructions. Below is the email I received from Mohela : Dear XXXX Member, We are writing to inform you of an update related to your payment instructions at MOHELA. Per your Loan Agreement, payments will be applied to accrued interest to the date the payment is received prior to your payment being applied to principal. Your payment instructions are not consistent with this requirement ; therefore, we will need to amend those instructions going forward. Effective immediately, payments will be applied to satisfy accrued interest prior to being applied to principal. For additional information or any questions, please contact a Specialty Servicing Specialist at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2022, I requested a refund for payments made on behalf of my federal student loans by MOHELA. As per the XXXX program, any payments made during the XXXX relief pause are eligible to be refunded. When I called, they said the refund would take 7 days. After about 2 weeks, I called again. Was told 30 days. After that, I have called numerous times, asking for an accurate timeline and physical proof via email or mail that my request has actually been received- which they have been unable to provide. It is now XX/XX/2022 and I still have not received my refund, a change in balance, or documentation proving I made this request. Every time I call I receive different information that is simply incorrect. All I want is the money I am entitled to. It has been 15 weeks as of today, and I still have not received my money. I can not provide documentation because all communications have been via phone and they have failed to provide any physical documentation providing information on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am currently waiting to be forgiven with the Public Student Loan Forgiveness program. I had my XXXX payment month in XXXX of 2022. Was told by XXXX XXXX that I was to be forgiven but moved to XXXX in XXXX. Since then, I have been waiting with little to no movement or communication and would like to have a better timeline of when I will be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A