Date Received: 2022-10-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XXXX two of my federal student loans, then held by XXXX, were discharged in the TPSLF program. I was approved for a student loan payment rebate check shortly thereafter. XXXX sent the order to the Department of Education who then sent the request to the Department of Treasury. The actual check had an issue date of XX/XX/XXXX in the amount of {$9600.00}. Thanks to the USPS Informed Delivery digest I knew to expect the check in my mailbox on XX/XX/XXXX, however, it never arrived. I informed XXXX as soon as the check didn't appear in my mail on the date and again on XX/XX/XXXX I requested a stop on the check and for it to be reissued. At some point, the would-be thief attempted to cash it. Fortunately, XXXX XXXX caught and stopped the deposit and contacted me about it on XX/XX/XXXX. The investigator informed me that the check was stopped but advised me to cancel it. I called XXXX ombudsman line again to confirm that the request was entered. XXXX immediately reported it to the Department of Education ( again ) but as of last week the DoE has not acted on it. I contacted the Department of Treasury to check on the status with their agency and neither the order to cancel the original check nor the order to reissue the check has been sent by DoE. I have tried numerous options to contact the Department of Education by no one seems to be able to help with this situation or to know of a way to escalate my request to someone who can.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Good Day, My student loan was recently transferred to Mohela from XXXX. I became unemployed XX/XX/XXXX and submitted proof for a financial deferment to be back dated to that date. ( Unemployment insurance document submitted ) Due to the pandemic and having more pressing matters, I was only able to contact Mohela after this transfer from XXXX had taken place. For 4 months, I have tried to get someone on the phone. If a customer has to call XXXX on different days and times and is not successful, there is obviously a problem at Mohela with customer service. I submitted my deferment online and it was denied without explanation other than 'out of time frame '. It is common sense to know this may be the case given the times we are living. Previous loan servicers have backdated with no issues. If Mohela will not answer phones, how is a customer supposed to take care of business with their student loans? I do not understand the correspondence being sent back to me and need a human touch instead of robot answers. Lastly, I am writing because I also called for information about my PSLF application and do not trust that it was submitted due to not being able to talk to a human to confirm. I could not get questions answered BEFORE I submitted so I could submit things properly. My account says it was submitted but my situation is complicated. The IRS states no transcripts are given past 10 years unless we submit special forms that could take 6 months to receive a reply and my employer closed. Given I worked for 3 different non-profits, I had to submit 3 different applications, not knowing what to do because Mohela never answers phones.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2022-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Under the limited PSLF waiver that ends XX/XX/XXXX, periods of forbearance are supposed to count as payments. mohela is refusing to count these payments even though they were in hardship forbearance. Attached is a list of payments from their website they are saying don't count. It's now XX/XX/XXXX and this opportunity ends XX/XX/XXXX. I should qualify for forgiveness including these periods.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I tried calling Mohela this week around XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX. Both times, the phone system told me that they was no one available to answer my phone call. On there web site it states that there customer service is open until XXXXXXXX XXXX EST. On XX/XX/XXXX, I called around XXXX XXXX EST and was hold for XXXX hour and XXXX minutes before I had to hang up. Today, XX/XX/XXXX, I was on hold for XXXX hours and XXXX minutes and there phone system hung up on me. I have a question about my public service loan forgiveness application and need to speak with a person.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46901
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am trying to participate in the temporary XXXX XXXX loan forgiveness program which has an open period called a waiver set to expire XX/XX/XXXX. I approached the original loan company regarding this same issue and filed a complaint with CFPB. The loan company transferred my account to Mohela without addressing the issue I have raised. I qualify for an additional 6 months of credit due to work I did in XXXX - XXXX for the XXXX XXXX of XXXX XXXX. I was only credited for 6 months of work when I worked for 1 year ( commuting XXXX miles a week ). I would like the other 6 months of credit to be reflected toward my public service loan forgiveness program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I submitted my PSFL Limited Waiver. I received confirmation from Mohela that they have considered my previous unaccounted-for payments to the PSLF program on XX/XX/XXXX. Upon review, I saw that Mohela had made an error. It ended my employment with the XXXX XXXX on XX/XX/XXXX. However, XXXX XXXX is still my current employer. I called Mohela twice and was on hold for multiple hours with XXXX response from an agent. I submitted a request for correction via their secure messaging as well. Finally, on XX/XX/XXXX, I submitted a fax requesting them to correct the stated error. I sent them the supporting documents with my fax as well. I have yet to receive a response from Mohela, and the deadline for the PSLF limit waiver is Monday, XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XXXX, I faxed my PSLF application to XXXX XXXX XXXX as was written on my appication. I called a few days later to make sure they received it and was told that I needed to give 30-60 days for processing. In early XXXX, I still had not heard anything from them so called and sat on hold for hours without speaking to a human. I called back and the automated system asked me some information but just kept looping and never giving me the option to speak to a human, only suggesting I access my information on the the Mohela website. I went to the website and it said I did not have an account so I tried to create one. It would not let me create one because they said I do not have an account with them. So I called my XXXX XXXX, XXXX, and was told that the PSLF was switched to Mohela in XXXX and there was a different fax number than the one I had, originally, sent my application. So I faxed the application again to the new number, I even faxed a couple times just to be on the safe side. I tried calling again multiple times over the next few weeks and the same thing happened again where it asks info and then just keeps looping without the option of speaking to someone and referring me to the website. So on XX/XX/XXXX, I went to the post office and requested the quickest way to send with multiple levels on confirmation that it was received. I have tried calling again and the same thing. I tried calling the Federal Student aid number and sat on hold for XXXX minutes and then they hung up.The deadline for the PSLF app is XX/XX/XXXX and I can not get anywhere with this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The issue is that Mohela customer service is unavailable to speak with me or provide me timely written communication due to overwhelming volume of those seeking XXXX. I myself requested XXXX from Mohela and I also have a specific request for XXXX. I submitted my XXXX Application to Mohela, so I am confident that will be resolved. However, it is important that Mohela hear me and take my specific request, which they haven't been able to do, so that leaves me very worried. I am very worried that the {$20000.00} Debt Relief will be applied to 2 loans I have from XXXX. My XXXX Application shows that I have 9 years of public service toward the ultimate " forgiveness '' of those 2 loans from XXXX. So, as a result I do not want the {$20000.00} Debt Relef applied toward those two loans, I have several other loans from XXXX - XXXX which should have that Relief applied. I have submitted to Mohela in two occasions 1 ) the XXXX Application for the loans from XXXX on XX/XX/XXXX and 2 ) a letter on XX/XX/XXXX explaining that I intend that Debt Relief not be applied toward the XXXX loans from XXXX for which I requested XXXX. My only hope is that Mohela takes these requests and processes them correctly before application of Debt Relief, because the prospect of having to undo Debt Relief on the 2 loans from XXXX and then having Debt Relief retroactively applied sounds like a nightmare.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my completed and signed XXXX form over 3 months ago. I have yet to recieve any information about it being processed or received. I've called Mohela everyday for the past XXXX weeks. I can not get a person on the line. Yesterday I was on hold for XXXX minutes and then was hung up on before I can talk to anyone. I just want to know what I need to do before the XX/XX/XXXX deadline. Do I need to resubmit? Do I need to wait? Nobody will answer the phone. Absolutely horrible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Dear CFPB Representative, I have been waiting nearly a year from my original fully completed application for student loan debt forgiveness under the XXXX XXXX XXXX XXXX XXXX ( PSLF ) to be processed and my loans forgiven in full. In this time my fully completed and totally compliant application has received numerous unecessary and possibly illegal delays in the processing of forgiveness as my loans were transferred from XXXX to XXXX XXXX and then again to MOHELA this summer. On XX/XX/2022, I received notice that my loans had once again been transferred to a new student loan lender as part of this process. My loans have now been transferred from XXXX XXXX to MOHELA. When my loans were transferred in XXXX, I had already been approved for XXXX PSLF Qualifying Payments out of a total of XXXX Eligible Payments. The process had not been completed due to the additional information needed about my first public sector employer. This information which was provided to MOHELA in XXXX ( see attachments for more detail ). My total student loan balance which is now with MOHELA is {$48000.00}. This is the amount that should now be forgiven in total. In addition to the total loan forgiveness, I am also eligible for reimbursement by the federal government of my overpayments beyond the required 120 monthly payments. By my count, I overpaid by a total of {$4900.00} in payments after I had made the required 120 monthly payments. So, I should receive at least a refund check in the amount of {$4900.00} in addition to the total student loan forgiveness. I continue to remain employed as a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX as of the date of this complaint and remain eligible for student loan forgiveness. MOHELA has made no progress is processing my student loan forgiveness since my loans were transferred from XXXX XXXX to them this summer and I am beyond angry at how slow this process is and now nobody at MOHELA even answers the phone to respond to questions about the status of my loan forgiveness and reimbursement check. Please Help!!! XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RI XXXX ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A