Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When the Student Debt Relief plan was announced, I called my loan servicer, XXXX, on Saturday, XX/XX/XXXX to request a refund of student loan payments that were made during the forbearance period. I spoke with XXXX ( ID # XXXX ) who informed me since there were three payments, she would have to put in three different refund requests. The three payment amounts were XXXX, XXXX, and XXXX. She mentioned there wasnt a definite timeline as to when to receive the refunds, but it could be anywhere from two weeks to two months. I received two checks from the Department of Treasury on XX/XX/2022 : one for XXXX ( Chk. # XXXX ) and another for XXXX ( Chk. # XXXX ). As of XX/XX/2022, I have yet to receive the third refund of XXXX and its been more than 60 days. On XX/XX/2022, I called MOHELA to inquire about the refund, and they still did not have my complete account information. I instructed them to add a note that I was awaiting a third refund in the amount of {$26000.00}. On XX/XX/2022, I called XXXX to inquire about the status once again and the rep I spoke with, XXXX, explained that since my account had been transferred to MOHELA, they no longer have access to any information regarding my account and instructed me to call MOHELA. When I contacted MOHELA, the rep I spoke with explained that since they werent the servicer that put in the request, I would have to call XXXX. I have not been able to get a response or a concrete answer about the status of my third refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I mailed in my Public Service Loan Forgiveness forms at the beginning of XXXX. However, when I try to see my status on MOHELA 's website, it says my account does not exist. I try to create a new account and it says that they do not have anything in the system. Yesterday, XX/XX/XXXX, I tried to call MOHELA 's customer service to speak with a representative about it, especially since the deadline for submitting paperwork was on Monday, XX/XX/XXXX. I was on hold for two hours before I spoke with a single person. She mentioned to me that she was new. I told her my information only for her to tell me that she did not have it in the system ( which I already knew via the website ) and that she who was going to transfer me to another department to see about my paperwork. After waiting for 6 hours to speak to someone, I finally decided to give up. I have read stories about MOHELA not having enough agents to work. While I understand that, I do not believe that it is fair for those who are trying to simply talk with someone about their account. It should not be this difficult for us to talk to someone. I know that I am not the only one with this frustration, especially when there is a deadline in the midst. I understand how many of us are trying to get the loan forgiveness, but this is simply ridiculous. Something must be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30248
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2022, the PSLF Limited Waiver rules changed and we had until XX/XX/2022 to submit everything. I completed the PSLF form but had questions on consolidating. When consolidating it said I may lose prior PSLF approved payments and start back at 0. So, I've tried to reach Mohela over and over and over for answers as the studentaid website says to contact the provider. I've spent countless hours on the phone on hold never to talk to anyone. Then today, XX/XX/2022, I finally make contact with a person and he says " This looks like the first time you've called Mohela ''. That put me in an outrage because I've called now everyday to be put on hold. So, this guy tells me I would have needed to consolidate to get the limited waiver so now the day after the deadline I find this out with no help from any online source of the company. He then said he would speak with a supervisor and put me on hold. Five minutes later comes back and says they are still reviewing if I need to continue and puts me back on hold. That was over an hour ago! I am still on hold. Right now, my phone says I've been on the call for 2 hours and 44 minutes. Over the last few weeks I average around 2 hours before I got frustrated and called back later. Then, Mohela has an automated prompt system that takes around 7 minutes until you can actually press a button to get to the right program. This is very frustrating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17701
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have now waited months to receive any adequate information regarding my transaction history dating back to the beginning of the Covid-19 forbearance period. If I can not have access to this information, how am I supposed to make an educated decision with regards to how much I request to be refunded, or if I should request one at all? MOHELA is stalling, as they have been for months. I have sent them at least ten messages and received a reply stating refunds are delayed an additional 60-90 DAYS?! From when? This is madness, if I owed money my wages would be garnished by now. No information, no answering phone calls after hours on hold to be left on the line after two hours and then the elevator music just stops? Then to top it all off, no refund, and no idea how much it will be for. Help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Called Mohela on XX/XX/22 at XXXX EST to get PSLF information about the status of my student loan. Mohela is not taking phone calls and the automated FAQs did not answer or clarify my questions and concerns. I feel my payments toward my PSLF were wrongly tallied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43214
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My name is XXXX XXXX and I applied for the PSLF Waiver this summer. In late XXXX I consolidated my XXXX loans to XXXX XXXX loans to be eligible for the waiver. I am inquiring with the CFPB because Mohela is attempting to wrongfully deny my application. I have worked for a qualifying employer, XXXX XXXX XXXX XXXX, for over 20 years ( XX/XX/XXXX to XX/XX/XXXX ) while making payments to the XXXX loans. I tried calling Mohela with my financial advisor however the line was busy and no customer service representative answered the call. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2022 I was notified that my Public Service Loan Forgiveness ( PSLF ) application was missing information in Section 3 -- specifically my employment start date. I reviewed the complete application originally I submitted, validating Section 3 was completely filled out by my employer. The notification requested my employer contact MOHELA within 60 days of receipt to provide the " missing information. '' I called the number provided to hopefully resolve the issue myself. I tried multiple times to reach a human being, but in the end, reached a recorded message stating " due to the unprecedented interest in load forgiveness, we are unable to take your call. '' The recording did not provided alternative was to resolve the issue and automated services did not meet my needs. It seems to be a conflict of interest to have a student loan company in charge of discharging loans. MOHELA has been vocal about the potential revenue loss and I am rightfully concerned about the level of their integrity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97401
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The first 2 times I called the XXXX number for MOHELA, after typing in my identifying information, the automated system said MOHELA did not have my application on file or me in the system. The next time I called I was able to make some progress ( they could identify or recognize my account ) but I was disconnected before I was able to talk to a person. The third time I called was XX/XX/XXXX and I talked to a nice young woman who listened to my appeal and put me on hold while she spoke with her supervisor. She returned and said that she was going to transfer me to her supervisor for more help. I remained on hold for 3 hours and 8 minutes but was finally disconnected. Here is my appeal : I applied for the PSLF because I XXXX in XXXX XXXX XXXX for XXXX years. MOHELA says that I have 90 qualifying payments of the required 120. It is my understanding that the first 5 years of my service did not qualify as payments because I had filed a XXXX XXXXXXXX XXXX ( due to failed XXXX XXXX during the great recession of XXXX ) the year before I started XXXX and was not allowed to make payments during that time. HOWEVER, during my first years of XXXX, the U.S. Department of Education did receive a lump sum {$17000.00} from the bankruptcy courts on my behalf. If I had been making payments during that time based on my income, they would have received approximately {$13000.00} over the 5-year period, much less than the lump sum of {$17000.00}! I could understand that time not eligible if I had filed a XXXX XXXX and no payments were made but I thought I was doing the more honorable option because I wanted to pay as many debtors what I could for as much as I could. The U.S. Department of Education received a substantial amount of money from me through the courts during the first 5 years of my XXXX XXXX. What is especially frustrating and should be considered criminal is that I specifically asked that my student loans NOT be part of the bankruptcy because I wanted to make payments. I even submitted a written request XX/XX/XXXX ( see attachment ) to have the " suspension of loans '' taken off so I could start making payments. I was refused! Under the Limited PSLF waiver, if no payment, late payment and wrong plan counts as eligible why cant payments made during XXXX XXXXXXXX count? Please help me get credit for the first 5 years of my XXXX XXXX ( XX/XX/XXXX to XXXX ). OR AT THE VERY LEAST - credit the remaining 30 payments that I have left on my current PSLF application. I XXXX for 13 years in the poorest of poor neighborhoods, with limited resources, where I gave my heart and soul to those children day after day. Thank you for your time and your kind consideration, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38119
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a borrower impacted by the Joint Consolidation Separation Loan Act I contacted Mohela about our loan # XXXX by phone the beginning of XXXX asking for a 30 day forbearance and they verbally granted it. But they are still sending a bill for it. I emailed them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX explaining this to them and they only responded with an explanation that I already have a forbearance on this loan, but they are referring to my other loan # XXXX which is part of the pandemic forbearance. I tried calling and was placed on hold for 120 minutes and when someone answered, they took my personal information and put me on hold back at the beginning cue that said " your approximate hold time is 100 minutes. I had to go back to work and could not hold for an additional 2 hours. I also completed my annual recertification information on XXXX and they are sending me letters stating that I have not done it and increased my payment by {$300.00}. I also emailed asking for a PSLF forbearance due to our application sent in for the temporary waiver and they have not granted it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: First, there is no way I can find to contact MOHELA right now -- they never answer the phone and I can't find any other way to contact them. MOHELA says I owe over {$430000.00} on three separate loans. My FSA account says I only owe about {$240000.00}. The information does not agree. What is the true amount? XXXX split my XXXX loan into TWO parts is what XXXX told me. Then XXXX told me MOHELA would have to fix it. I should be getting some form of XXXX or XXXX, due in part to spending most of the time since XXXX in some kind of forbearance or hardship deferment, but if the XXXX forgives only {$240000.00}, will MOHELA still bill me for " the rest? '' I would like the information to at least agree. By the way, I " only '' borrowed around {$130000.00}, the rest of that balance is interest capitalized from spending years and years in forbearance. XXXX kept me in forbearance for at least ten years in a row from XXXX through XXXX. I'm in the XXXX program and have been public servant since XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A