Date Received: 2022-11-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for PSLF during the first round of forgiveness and was denied. I re-applied at the beginning of the eligibility period in XXXX 2022 and mailed my application in. I checked on the status of my loan several times, but was told it was in-process. At some point in the summer of 2022 ( XXXX maybe ) I received notification that MOHELA was taking over the PSLF process and to contact them. I contacted MOHELA by phone in XXXX 2022 and was told MOHELA was waiting on Department of Ed to transfer my information to them, but was assured that the process would be completed by the end of XX/XX/2022. On XXXX XXXX, 2022, I emailed MOHELA to ask about the status of my application, but did not receive a reply. I called them at some point in XXXX 2022 and was told MOHELA does not have payment counts on file for me and my current loans to not qualify. I explained several times over successive phone calls that I have XXXX sets of loans, an XXXX set from XXXX years ago and my current XXXX school loans, but each time I called, they told me I was ineligible. I gathered my payment counts as best as I could, made formal requests from old servicers, and uploaded my screenshots of payment counts on XX/XX/ 2022. I wrote a formal complaint letter to MOHELA and uploaded it on XXXX XXXX, 2022 as a complaint in MOHELA 's system. I made the same complaint to the Department of Education. During subsequent phone call with MOHELA, they told me I need to consolidate all of my loans before XX/XX/ 2022, and that my XXXX and XXXX school loans could be rolled into one consolidation loan. I was assured that this would smooth the process and make it faster, but that I also needed to re-submit a PSLF application for some reason. I applied for a XXXX time and submitted my documentation on XX/XX/ 2022. I also applied for consolidation at the same time. After I applied and was approved for consolidation, I found out from XXXXXXXX that the consolidation loan only covers the remaining {$3000.00} balance on my XXXX loans. It did not include the XXXX school loans. This was the most recent of many misrepresentations made by MOHELA customer service agents. This entire process has been XXXX unconscionable, and insane and I have been dealing with it for nearly a year. I attached a copy of the letter I sent to MOHELA with official payment counts from my old XXXX loan servicers. The remaining {$3000.00} balance was just paid to XXXX a few days ago via the consolidation loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 216XX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a request for refund of payments made during the pandemic due to personal financial need. The request was made on XX/XX/26. I was originally told I've have a refund 30-60 from when I made the request. The complicating factor is that I'm requesting refunds for payments made to a previous servicer. Of which have all payment records for. I've called recently a few times asking for an update and have received contradictory and/or misleading information. They say I need to wait another 90 days. And it's not clear to me what the hold up is - one rep mentioned the XXXX XXXX XXXX on a different call they said it was the department of treasury, on another call they mentioned it was delayed due to needing to get information from the previous servicer, and another rep said it's sitting in the mohela account department. I've attempted to resolve this ( mainly just need realistic expectations for when the refund will be issued -- also CARES act probably didn't expect student servicers 3 months to process a simple request ) wait times to speak to a representative are 1+ hours. When asking to speak with a supervisor or anyone else who might know more information I've been sent to their end of call survey ( this happened 2x times )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60625
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: In Accordance with the fair credit reporting Act XXXX account # XXXX has violated my rights. - 15 U.S.C 1681 section 602 A states I have right to privacy. - 15 U.S.C 1681 section 604 A section 2 ; Also states a consumer reporting agency can not furnish a account without my written instructions. -15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans, which should already be forgiven under XXXX, were transferred to Moehla. I submitted an employment certification form to Moehla on XX/XX/28 and followed up with a message explaining that the form had been submitted to XXXX XXXX and the payments inaccurately counted. I explained I should qualify for XXXX at this time under the federal waiver as payments prior to consolidation are counted under the waiver and XXXX XXXX gave me inaccurate information about consolidation anyway. Moehla finally got back to me two months later saying they hoped my issue was resolved ( how could it be resolved if they didn't do anything ), but if not, I should call them. The wait time is several hours. I am not wasting hours on hold on the phone. I did that countless times with XXXX and it went nowhere. Process the XXXX I submitted, give me credit for XXXX payments, process my XXXX application, and forgive my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to contact Mohela for months to ask a question about my PSLF. They never pick up the phone. I have waited on hold for numerous hours on several different dates and nobody picks up. For example, the last time I called, it said it was a 38 minute wait. I waited for 2 hours and they never picked up. This has happened each time I call. You can't get through to them. I sent them a message through my online account on XX/XX/22. On XX/XX/22 ( 3 weeks later ) I got a canned response essentially stating sorry for the delay. Call us at the same number you have been calling and that we don't pick up. This is unacceptable. In addition, I have reached out via XXXXXXXX XXXX and still no response to that either. It is UNACCEPTABLE that they do not answer phones. They do not respond to a direct question sent through my account messages which is one way that we are supposed to reach out to them. MOHELA is completely non-responsive. I also know this is happening to many others. I should have 120 qualifying payments but they have not updated their system. I do not know if i need to submit any other paperwork or employment certification to them ... ..and they will not answer my question because they don't answer their phone and don't respond to written requests or questions through the account either. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is with MOHELA and XXXX XXXX XXXX XXXX I have worked for the department XXXX XXXX XXXX and a qualifying employer for over a decade. I have been making large student loan payments during that entire time. Recently the department of education began harassing me via email saying I may qualify for XXXX under the new waiver requirements. To qualify I was forced to switch my service provider to MOHELA. I have been waiting for MONTHS to process my paperwork only to find out I do not qualify and Ive only made two qualifying payments which is impossible. Im now stuck with this awful scam organization as my loan provider. This is clearly a scam to funnel business to this company. I am a public servant and am absolutely disgusted and am leaving my position over all of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 052XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hi, I have not been able to log into my Mohela account. I tried to register my account and it says that someone has already has an account with that information. Then when I try to login with that same information it says that " the information you provided does not match our records. Please try again ''. The link about having issues with logging in is not helpful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29201
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, My federal student loans were recently transferred to MOHELA. The problem I am having with my new student loan servicer is ( 1 ) they do not return my emails and ( 2 ) they have not updated my number of payments from XXXX to XXXX although I have submitted my documents verifying my employment with an approved public service institution over a month ago. All someone has to do is take XXXX minute to review this form and then update my account and no one has done this. Not updating my account in a timely manner could force me to make payments unjustifiably. Also, I do not understand why no one at MOHELA has yet to respond to my emails that I sent nearly two months ago when it says you will hear back from them within 5 - 7 days? Please help resolve these two issues I am having with this new federal loan servicer, MOHELA. Thank you very much. Best wishes, XXXX XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Mohela is my loan servicer. I'm in the middle of a PSLF application and a consolidation. I have had my loans in forbearance and deferment. One day ago, I noticed my credit score dropped XXXX points because Mohela mistakenly did not apply my forbearance and deferment. I'm not quite sure what happened. When I try to call them, I am on the phone hours at a time and I'm always transferred to a supervisor or account resolution specialist that does not exist. I have been on the phone waiting for someone for two- and three-hour intervals listening to their awful music. I can't believe that this is how a company operates. It is unbelievable that the person I need to resolve this situation is hours away. I want to speak to someone to solve my problem. These companies buy and sell my debt like it's some kind of asset for them. They can destroy your credit and create a situation where you can lose your job if you have security clearance. It is one of the worst customer service situations I have ever had to deal with. I want to speak with a customer service person who can correct my credit report without having to wait four hours on hold. No one is that busy, but I do believe they very inept and in charge of more than they can handle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75149
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I applied for XXXX XXXX in 2020 and I am a part of the class action lawsuit in XXXX XXXX XXXXXXXX. I still have no updates to my application as my loan is supposed to be discharged. My school, XXXX is on the list for the class action and I have probable cause for discharge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85331
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A