Date Received: 2022-12-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans are serviced by Mohela. I have been a federal employee for over ten years. After several months of no progress, my loans have been forgiven under the Public Service Loan Forgiveness Program. My balance is currently showing {$0.00} on both Mohela as well as StudentAid.gov. However, my credit reports are still showing that the loans have a non-zero balance. Mohela is saying that it will take ninety BUSINESS days to correct the amount on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/22 - I called Mohela at XXXX and was on the phone for 1 hour and 19 minutes. During that time, I spoke to one person who told me my XXXX employer certification was not qualified because the signatures were not legible. How is a signature legible? It is a signature. The form is attached and signed by the HR representative of the XXXX XXXX I have worked in for the past 7 years.These forms were already approved by my previous lender XXXX. I asked to speak to a supervisor and was put on hold for over an hour. Nobody answered and when I called back the call center was closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my loan over a month ago, and Mohela certified my XXXX years of federal government employment. I submitted the paperwork before the XX/XX/31 PSLF waiver deadline. However, the Mohela website does not reflect my prior qualifying payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53703
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I've been calling Mohela since XX/XX/2022 to check the status of my loan forgiveness. On XXXX XXXX they stated that they doing have any of my information from XXXX. Called XXXX XXXX they stated that they still haven't received my information from XXXX. I have 120 payment and I'm eligible for XXXX. Submitted another employment verification just to make sure before the XX/XX/XXXX deadline. Called in XX/XX/2022. I waited for 5 hours on the phone for someone to say what I already knew. They stated that I've met all requirements for XXXX and they don't know when my loans will be forgiven. I qualified for loan forgiveness back in XX/XX/2022 when my loans were with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92336
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After XXXX failed attempts to rectify my issues with Mohela, I am completely frustrated. My consolidation was sent on XX/XX/XXXX. I recieved information that it would've processed timely. Yet they processed it in XXXX as well as my payments are sitting in XXXX. No updates have been given after calls by myself to check status but the same rhetorical statements. Due to the due date of the waiver, this has placed me in a horrible situation that I would like to be rectified. Mohela calls range from ( XXXXXXXX XXXX hold times ) with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76002
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The Account balance and Information for the Mohela/Dept of Ed loan is incorrect. This Account was paid up in full years ago and now it has hit my credit report as 120 days late and is truly a hindrance to my Credit growth and potential. It reported late in the month of XX/XX/2020.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The fraud being executed is the XXXX program. I was told explicitly this was a scam when I attempted to get the wet signature from my employer. They reported that despite hundreds of submissions no more than two or three total people had actually had successful discharge of their loans. They stated the reasons were varied and always fraudulent. Examples include " missing sections '' of scanned documents, " missing signatures '' or our private university " not being a qualifying employer. '' I figured, I had to try, and did just that. In earnest, I filled out and submitted each section of my application thoughtfully and thoroughly. I reread instructions several times and made sure I was completing everything and doing so correctly. Once I submitted it, I made the mistake of waiting. I then got the most ridiculous correspondence which basically implied I submitted a blank document. It stated several pieces of information were missing, ( which were objectively NOT missing. ) it stated my employment verification was missing. It was NOT missing. I called Mohela several times and waited on hold. I was finally able to reach someone and she told me that she had " no idea '' why they sent me that document when she could clearly see the application in it's entirety. She said there was a spot on the scan that looked like it had shadow. She theorized that perhaps that was the part the initial person looking at the documents said was too unclear to read - so she suggested I resubmit the employment verification. I specifically asked her several times if she was SURE that was all I needed to do to initiate the my application would move on to the next stage of processing. She said yes, and I did that immediately. Shortly after, I called and spoke with another representative who confirmed receipt of the new employment verification and then told me the 90 business day window would start right then. This upset me greatly as I had initially submitted my application months prior, and now we were going to be passing the XXXX deadline by the end of the 90 days. She also then stated it could be sooner, but even if not, I woud n't need to worry about it because everything was *submitted* and *received* much before the deadline. Then I made another mistake and waited. On XX/XX/XXXX, I found myself with a few spare moments between jobs, and I decided to look to see if perhaps I had missed any messages from Mohela about my loan forgiveness. You can imagine my surprise when the computer screen is showing me ZERO documents on file or having been submitted. I requested digitally to view my application and the response was there was no application. I called Mohela immediately. Somewhat reassuringly she let 's me know I do in fact have an account but that they can't do anything with it because there is a page one missing. She said she could see where I resubmitted the employment verification but that they really need all the pages to be resubmitted at the same time. My issues are the following : That not only sounds like a lie that was made up on the spot, like everything else I've been told, but if in fact that was the case, why have I not heard anything from anyone about this? The representative was also unable to answer whether or not the 90 day clock starts now, when I first applied, when I resent in the employment verification or some future, yet unknown date when I might resubmit the entire application AGAIN so that it's all together. Give me a break. So, I asked her to walk me through the steps I need to take to ensure ( again ) that I'm doing everything needing done on my end. This was when we log in to mohela -- she directs me to sign in and select " upload documents '' -- at which point the error message comes back that they have incomplete demographic information for me. Again, glaring red flags of fraud. Not only had I signed in to an account I've been repaying for close to 20 years, ( they certainly had no trouble identifying any demographic information when money was being paid ) but the first few minutes of my phone call were spent going over every possible bit of demographic information to include my SS #, address, phone number, email, birthdate, etc. I realize no one is entitled to loan forgiveness. But I think it's disgusting to LIE and say that a certain population of citizens are in fact, entitled to loan forgiveness, and absolutely perpetuate scam after scam and lie after lie in order to avoid actually following through on those loan discharges. And I'm pretty sure the person ( if there is one ) reading this couldn't care less about my grievance, but there are so many people for whom this opportunity represented much more than just loan forgiveness. It meant hope, and the possibility of getting out of debt some time before we're old or dead. It's the meanest thing to do to a person, to offer them false hope, so shame on you. You've succeeded in that I will give up. I will throw my hands up and not attempt again what is a futile endeavor. And I'm not alone -- and I know the more of me there are the more successful the fraud has become. Again, shame on you- and I hope the victims of this are able to come together and make clear just how damaging this process is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: During the summer, my loans were transferred from XXXX to Mohela. I sent two in-messages on XXXX XXXX, XXXX and XXXX XXXX, XXXX about employment verification and getting payments to become eligible. I event tried to call, but had absurd wait times. I was ignored and read that others were being ignored as well which was convenient given the XXXX XXXX deadline set by the government and already passed so they didn't have to honor the Limited XXXX Waiver. To get help, I reached out to the XXXX last week. The XXXX has been getting responses from Mohela, however, Mohela is refusing to fix the problem. I filled out the XXXX application last XXXX of XXXX. During that time, I was hired with XXXX XXXX Texas XXXX XXXX XXXX ). My time spent with them is also stated on my XXXX XXXX that I provided to the XXXX and Mohela which which is dated, signed, and stamped by HR. This should be plenty of proof for employment verification. According to Mohela, since I filed the application in XXXX XXXX and XXXX confirmed it, my payments from XX/XX/XXXX- XX/XX/XXXX do not count as eligible payments. That's ironic since Mohela stated at the beginning that was was still employed by XXXX. XXXX records clearly show that I was employed by them from XXXX XXXX XXXX but Mohela refuses to honor that. I did switch districts and started new employment in XX/XX/XXXX which I stated to the XXXX and Mohela. The issues are this : 1. Mohela is cheating us out of eligible payments towards the XXXX even when given employment verification. 2. They purposely ignored out communication since the XXXX XXXX deadline would pass as set by the US Govt. 3. Next, when I do fill out a new application, then only my payments from XXXX to XXXX. will count as eligible, but nothing for the rest of this school year though I'm employed. Mohela states we only need to fill out an application once a year, but what good is that doing us when they don't honor a full given year and stop counting eligible payments from when the application is filed. 4. In addition, as a teacher, our contract is from XXXX to XXXX in a given school year. However, our service records show only our school year 's end date when we leave so either XXXX or XXXX depending where you work. So all of us are losing eligible payments in XXXX and XXXX when we leaving a district even though we are paid and contracted through XXXX in a given year. 5. I understand if they're going by the service records which is why they can not honor XXXX and XXXX, but even then, that's not fair. With that being said, if they'll go off of the XXXX XXXX for that, why aren't they honoring all eligible payments for the full time we've been with a district then? It doesn't make sense as they try to cheat us out of money and payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted everything for a PSLF review as directed by managers at MOHELA. I called to check on the status because one of the newer forms was marked as a duplicate and therefore was not reviewed properly. THIS WAS A NEW UPDATED form that the staff did not review properly and incorrectly marked. I called and asked to speak with a supervisor and after XXXX waits of XXXX hours each time, I never spoke with a manager- just remained on hold. My file is back in review again but it will now take an additional 90 days due to their lack of review ability. I keep having to bear the brunt of their mistakes and it is not fair at XXXX Also, the payments from XXXX are STILL NOT BEING counted. I am being told from MOHELA that this is a Fed Student loan issue ; however, fed student loan says no way they don't have access to this information and therefore can't be in charge of fixing this issue. I am getting no where in getting these payments counted toward the 120 payments. This was while I was in grad school ; however, I made all payments on my loans during this time and never stopped making payments- they should be counted. I have attached screen shots to illustrate these issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27540
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX wont remove Mohela when I was approved by XXXX when I was approved a TPD discharge over a year ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A