Date Received: 2022-11-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been stuck in the process of the PSLF since XXXX with no sign of resolution. My loan was transferred to Mohela at the beginning of XXXX and I am no closer to forgiveness than I was then. My PSLF payment count is actually lower on Mohela than XXXX and the PSLF tracker at Mohela shows no information. I have received no communication since my transfer other than when I call, and I have been given dates for forgiveness ( end of XXXX, end of XXXX ) that have been patently false. When I do make the mistake of calling Mohela, the average hold time is over three hours. On three occasions, I have been on hold that long only to be disconnected with an automated message about busy lines. I have nowhere to turn for information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Issue XXXX : I am awaiting a refund i requested on XXXX XXXX from MOHELA for all student loan payments made since XX/XX/XXXX. That is 77 days ago as of today to give me back about XXXX in payments, which is unacceptable. Issue XXXX : I have been in federal service since XXXX and have 138 qualifying payments under PSLF, verified by XXXX, my prior servicer, in early XXXX, yet I am STILL awaiting final review for the limited waiver to add 19 more payments to my total. And of course Im still awaiting forgiveness of my loans. My loans should never have been transferred to MOHELA yet here we are. They were transferred in early XXXX despite XXXX telling me i had made more payments than needed for loan forgiveness and i should have been processed by the dept of ed for forgiveness. Now i sit and wait. Every time i call MOHELA it takes at least two hours to talk to a human about my status. Once i get that far theyre completely lacking in actual information about what is going on. That usually leads them to transfer me to a supervisor to wait for hours more on hold without ever getting someone who knows what is going on or that can help me. The fact that they continue to get paid by the federal govt to service loans that should have been forgiven in XXXX is unbelievable and a waste of taxpayer dollars. Properly staff the call center if you anticipate high call volumes. Be competent. This is XXXX, get it together. After 4 hours on the phone with MOHELA two weeks ago they finally informed me my loans were sent direct to discharge by them to dept of ed. as of XXXX XXXX. Can i even trust that this has happened? All i have is a verbal from them, no actual correspondence. How is this acceptable? When will i get my covid refund? When will the limited waiver be applied to add 19 more payments to my total? When will my loans be forgiven? When will i get my second refund for the 19 extra payments i made per the limited waiver rules? These folks owe myself and others competent and timely assistance. Im not seeing it so far.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA is not properly handling PLSF requests. They constantly provide incorrect information, and hold times take 3-4 hours to get through to someone. Inaccurate information is provided and most associates do not know or are not able to handle requests. We have been trying for multiple months now to get the XXXX request completed. Information was submitted back in XXXX. Employment has been verified for both my employers ( I have two qualified full time jobs that Im working ) but MOHELA seems to not understand this. Ive been sitting at XXXX qualified payments since XXXX. I was told in XXXX XXXX and XXXX hadnt been processed yet, but they would and in the second week of XXXX, it would process, I would have an additional 60 months of payments ( I only need 1 more month ) and my PLSF would be completed. Well, its XXXX. Each time I call, you get transferred to a supervisor and the wait times are 3 hours minimum. We have been told so many different things, yet know one understands the issue and how to get the additional job payments qualified so that the PLSF will be completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX I heard the great news that I may be eligible for public student loan forgiveness under the waiver. I promptly applied. I was told I need to consolidate to direct loans and I did. XX/XX/XXXX I got word that my loans were consolidated. XX/XX/XXXX, I resubmitted my XXXX application with my direct loans as I was told I needed to do. XX/XX/XXXX I was notified that my loans were actually paid in full by consolidation. I waited and I waited- then I decided to call and wait hours. Every time I called XXXX XXXX- I would wait for 1-2 hours to talk to someone who would tell me they could not help me and they would transfer me again and I have waited up to 3 hours to speak with someone multiple times. After speaking with someone I was told that there was a clerical error and the my application had not been attended to after the loan consolidation but it was getting put to the " top of the que ''. I was so frustrated because I had lost months. XX/XX/XXXX I was told that my payment count was XXXX. I dont know how they count them but whatever ..... I was close enough and instead of fighting I just decided to save myself the trouble and wait another month. XX/XX/XXXX I got notification that my payment count was now XXXX. No idea how it actually decreased 2 months later. In between my notifications I would call XXXX time a week on average and wait hours to be told no news and nobody could help me. XX/XX/XXXX I submitted a new employment verification to hopefully satisfy the XXXX payments. XX/XX/XXXX I got a letter saying my form was missing information and that the signature on my form from my employer was not acceptable. I got a new form, contacted XXXX and had them fill out the form again and submitted it. XX/XX/XXXX I got notification that they would review my updated application. Because of my issues in the past, I once again called to make sure they had EVERYTHING they needed. I was told that it was their mistake and that the signature on the form was acceptable. XX/XX/XXXX I, once again got notification that " the authorized official listed does not appear eligible to certify employment ''. What? I once again reapplied with a new signature XXXX I got notification that my eligible payments were XXXX but qualifying were XXXX. I called to check because I had resubmitted paperwork and my dates should have pushed me over XXXX. I was told there was another clerical error but they would expedite re evaluating. I, once again got something saying my payment count was XXXX. 2 days later I was notified that my loans were being transferred to Mohela. REALLY?!??! XX/XX/XXXX was when my loans were supposed to be available for me to view with Mohela. They werent. I waited a few more days and they were. I resubmitted my application just to make sure Mohela had everything they needed. I called and was told that they had what they needed and I should just wait for them to be reviewed. XX/XX/XXXX still had not heard anything so I called Mohela with minimal difficulty reaching a human. This person told me that the signature on my application was not valid as it looked to be electronic. At this point, this feels like a huge joke. I have jumped through hoops and scaled red tape to no avail. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am a PA resident and voter who is currently stationed at XXXX XXXX in New York. I would appreciate any assistance your office can provide me with navigating a PSLF process that appears to be completely unresponsive to military borrowers with student loans that are fully dischargeable under the PSLF program. I have been an XXXX in the XXXX XXXX since XXXX. Last winter I consolidated my remaining federal loans ( amounting to approximately {$41000.00} ) into direct loans to take advantage of President Biden 's limited PSLF waiver program. In XX/XX/XXXX I filed a PSLF application with XXXX -the then servicer of said loans. In XX/XX/XXXXXXXX XXXX erroneously rejected my application on the basis that the end date of my qualifying federal service listed in the application was purportedly before the listed start date. This was, in fact, an incorrect reading of my application which plainly lists that I am still employed with by the XXXX XXXX. After no less than six calls to XXXX in which i waited on hold for periods exceeding 2 hours, XXXX acknowledged the error and said it would continue to process my application. In total I spent more than XXXX hours waiting on hold or speaking with XXXX employees in an effort to resolve the matter. In XX/XX/XXXX, XXXX transferred servicing of my loans to Mohela. Unfortunately, XXXX did not transfer my purportedly pending application to Mohela along with the loan servicing responsibilities. I spoke with a Mohela representative ( again after multiple hours on hold ) who advised me to resubmit a PSLF application and assured me that my application would be expedited. As of XX/XX/XXXX my application still has not been processed and multiple attempts to resolve the matter with Mohela have been unsuccessful. Over the past XXXX months I have spent hours navigating Mohela 's phone system which either traps me in an automated loop and does not allow me to speak to a live representative or places me on hold for upwards of XXXX hours at a time before disconnecting me. The XXXX order mandated COVID forbearance in place on my loans expires next month -at which point I will have to resume payments on loans that should be fully XXXX. I'm not sure if your office can help, but if so, I would greatly appreciate some assistance. If you are unable to assist, I would appreciate it if you would take note that I am not the only service member having difficulty navigating the XXXX waiver process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: 136XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were switched to Mohela. I submitted my XXXX form a couple of months ago. They still haven't processed the form even though the email I got said that it would be processed by the beginning of XXXX. Also, according to their website, I have made enough qualifying payments to have my loan completely dismissed. They haven't processed this either. I have called, but the wait times are usually over 165 minutes. I have sent emails with no response. I heard on the news that they are being sued by the state of California for not submitting loan forgiveness when the needs have been met and for extremely long call wait times, and for not getting back to people. Now these things are happening to me. I want to know when my loan will be forgiven since I have made the qualifying payments. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA does not respond to phone calls, portal messages, and sent me 4 letters stating I do not qualify for PSLF because my government and nonprofit employers are really FOR PROFIT employers which is false. I'm VERY close to forgiveness so I guess they really want me to file a lawsuit. MOHELA must fix these issues and illegal practices immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In late XX/XX/2022 I notified Mohela that I am opting to receive payments made during XXXX refunded to me. Mohela stated that it would take up to 30-days to receive the funds back. It has now been more than 65 days and I still have not received my refund. Furthermore, I have made multiple attempts to contact them by phone, email and their website messaging system. Three times I was on hold for XXXX hours and XXXX minutes after which the music stops and I was either disconnected or continued to wait without any indications I was still connected. This is abominable customer service and I see no reason why I should continue to endure financial hardship as a direct result of Mohela not refunding my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79423
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My experience with MOHELA since I was forced to move my student loans from my previous service provider to them due to the XXXX Waiver program has been an extremely poor and a profoundly stressful experience. I'll try to keep this as short but also as descriptive as possible. My previous loan service provider had approved me for my XXXX XXXX XXXX in XXXX of XXXX which would allow me to participate in the XXXX program. I have documentation to validate this. Then I was forced to move my loans to MOHELA due to them being designated through the Biden Administration as the providers who will be servicing those who applied for the XXXX program. At first, things were OK, after a month or so I received my payment tracking which showed how many payments I had credited through the waiver program to my loan and which ones needed to have employment verification yet, which I sent to them. All my employment from XXXX to present date was approved, and I had XXXX consecutive months of forbearance, in which I was not in school, that I was told would be applied towards my account after the XXXX Waiver ended on XX/XX/XXXX. However, when the loan was transferred, they did not carry over my approval for the XXXX payment plan which I need to be able to make qualifying payments to the XXXX program. I called them, please understand that during this time, around XXXX or so, the wait times were maybe about XXXX minutes, irritating, but manageable. That staff person said that they could do the application for the XXXX payment plan over the phone and thats what I did. She read off the plans and since shes the representative I assumed that she was the expert in this area so I trusted her feedback and we continued with the application. She said it would show up on my online account within XXXX business days, meaning my $ XXXX payment would now show the estimated {$220.00} payment/month. This didnt happen. I called back. Wait time was about XXXX minutes. The gentleman on the line stated that there was nothing to worry about. I then looked at my documents section in my account and it showed denied for the XXXX application. I NEVER received an email stating this, I only ran across this when I looked at my documents tab. He stated pretty much that they are just behind and that it just got pushed back but that it would be processed soon. I waited for about 2-3 weeks and nothing. So I called back, this wait time was about 1 hour 20 minutes. The woman was pleasant and really seemed like she wanted to help and understood my frustration at this point. She stated that the original staff person that filled out my verbal application over the phone stated that I refused to give them my spouses financial info. My spouse and filed separately, and I do not have access to her information. I told them this when I did the application but they did not enter it correctly. So they re-entered the re-application for the XXXX program. This was on XX/XX/XXXX. On XX/XX/XXXX I received a message on my MOHELA account stating that I was denied. At this point I put in my application for the XXXX plan, a plan which I understand that Ill pay a lot more per month, but at least the application would be in the processing stage before the XX/XX/XXXX deadline hit. Understand that I was told by their customer service rep that as long as it was submitted before the XX/XX/XXXX deadline it would be OK, which it was. Now the date of me writing this narrative is XX/XX/XXXX, so about 2-3 weeks ago, my account no longer showed the payment tracker. I have photocopies from when the tracker was up that I had 66 payments applied so far with an additional 10 that were eligible but just needed the employment verification filled out, which I did, and submitted this on XX/XX/XXXX. Over the last XXXX weeks, Ive placed NUMEROUS calls to MOHELA. I was able to make contact with 5 staff members over a one-month period. Please understand I was on hold for well over two hours on every attempt, and I made SEVERAL attempts over this period of time, way more than just the 5 times I was actually able to connect to somebody. The first one did my verbal application incorrectly. The second one stated that it would all be good, it was just taking a while to process my XXXX application. The third one, resubmitted my application and was pleasant to work with. The fourth one told me immediately she was in training, I was on hold for 2 hours and 37 minutes to get herthen after about 20 minutes she said her supervisor was contacted and would contact XXXX contacted me. The fourth one, also in training, with screaming babies in the background during our conversation, could not give me any answers that I could not find on the MOHELA website, she also said she was going to transfer me to another Deptthen I was on hold for about 43 minutes, and then cut off. Now Ive filed complaints with The XXXX XXXX XXXX, my local congressman, my State Senator and the XXXX XXXX XXXX. MOHELA responded to my complaint from the XXXX and their fix was that they said their customer advocacy center was going to contact me within the next several business days. OK, understand that Ive made several attempts to already contact their customer advocacy center and encountered the same thing, ridiculous hold times and I get cut off. Along with their apologetic language in their response, they said Im welcome to reach out to their customer advocacy center or go into my online account to get more informationhhhhmmmmm.I file a complaint with one of my major complaints being that I CAN NOT make contact with anyone at MOHELA because of the ridiculous wait times, or I get cut off with no call backbut they invite me to contact them or go into my account to get more information. So their fix is to try to make contact with their customer advocacy center, where I did try three times over two days, first estimated wait XXXX minutes.second, 113 minutes.and then by some divine intervention I call at XXXX XXXX XXXX timeits one minute estimated wait time, this was this morning, XXXX minutes later, nothing, still on hold.i had to hang up and go into work. Now Ive made SEVERAL attempts to try to call.before work, after work, on Saturdays.NOTHING. I sent XXXX messages through their MOHELA website on XX/XX/XXXX, XXXX on XX/XX/XXXX, one on XX/XX/XXXX, one on XX/XX/XXXX, and two on XX/XX/XXXX. After I sent the message their auto response stated that it takes up to three ( 3 ) business days to get a response. XX/XX/XXXX and XX/XX/XXXX were more than XXXX business days ago. Ive asked them to just PLEASE give me information on why my tracking has disappeared, why their automated phone system stated that I have XXXX, NO, payments credited to my loan, and I NEED answers to my questions regarding the XXXX application process. Now.the XXXX application is very confusion. I was denied in XXXX of this year.found out I was denied just by chance, was never notified via message. Then I reapplied on XX/XX/XXXX, was notified on XX/XX/XXXX that it was denied through a message in my inbox in my account.however, in my uploaded documents section, it still says processing.so one place on the site says denied, one place says processing.so now this raises more questions.if my SECOND application for the REPAYE is still processing, then whats going to happen because I also now have an application for the XXXX thats active and processing as well? ... ... this should be able to be cleared up with a simple phone call to MOHELA.IF I COULD EVER GET THROUGH TO TALK TO SOMEBODY! This is the issue. Its this constant round and round. MOHELA does not respond, does not call back, and has done almost nothing but cause me and my family extreme stress over these last few months, and to me its ABSOLUTE LUNACY how this can continue? Who is here to protect people like me? There have been letters sent to MOHELA from XXXX XXXX XXXX on XX/XX/XXXX and other letters sent on XX/XX/XXXX to MOHELA from the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX that support what Im struggling with when it comes to dealing with MOHELA. These are easily accessible through a simple online search. Im grateful to the Administration in their attempts to rectify the XXXX program and fix the issues that have plagued this program for years, however, if the service provider that we were all FORCED to move our loans to is allowed to continue with this carelessness when those who they are supposed to SERVE are left wondering what their financial future is going to be.it is absolutely asinine and I would expect more in todays day and age. P.S. I have printed/downloaded documentation that supports every claim that Ive made in this letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54952
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a XXXX Application to Mohela on XX/XX/2022, having reached XXXX qualifying payments for forgiveness under XXXX. The online status stated " Processing. '' On XX/XX/2022, I called Mohela for any updates and, after an over XXXX hour wait on hold, spoke to a representative named XXXX, who stated that my " employer has been approved, '' and that the payment counts are being verified by the Department of Education, a process that may take up to 90 days after the application was received. On XX/XX/XXXX, the " Processing '' status changed to " Duplicate Form. '' I called Mohela on XX/XX/XXXX for an explanation, and the line disconnected after 1.5 hr on hold. On the next business day XX/XX/XXXX, after 2 hr 45 min on hold, I spoke to Mohela representative, XXXX, who explained that the status " Duplicate Form '' meant a human clerical error was made : someone had mistaken the previous XXXX XXXXpplication that I submitted in XXXX to different servicer, XXXX, as the same form submitted in XXXX. Only because I waited on hold to speak with someone, the application was submitted to be reprocessed, resetting the processing time to an additional 90 days. I have had the same qualifying employer for 7 years. The next step would be to update payment counts, just since XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A