Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: During the XXXX payment pause, my bank records indicate I paid {$34000.00} toward my student loans and the money was dispersed across the following XXXX loans : XXXX ) Disbursement date XX/XX/XXXX, original principal {$8500.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$24000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$8500.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$6400.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$13000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$20000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$15000.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$5100.00} XXXX ) Disbursement date XX/XX/XXXX, original principal {$3100.00}. The XXXX loans disbursed in XXXX and XXXX were completely paid off during this time. I have contacted MOHELA by phone 4 times and by secure message 4 times between XX/XX/XXXX and XX/XX/XXXX to request a refund of my {$34000.00} in payments. I specifically requested a response, in writing, indicating that MOHELA requested a refund for all payments made on all XXXX loans. In response, MOHELA provided in writing that they are only acknowledging the XXXX open loans disbursed between XXXX and XXXX in the request. They have specifically omitted the XXXX loans I paid off. The XXXX loans disbursed in XXXX and XXXX that were paid off during the XXXX payment pause were paid off while my loans were serviced by XXXX. ( My loans were transferred to MOHELA in XX/XX/XXXX ). I contacted XXXX to request a refund from them, but they referred me to my current servicer MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66223
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My federal student loans are being managed by Mohela. I submitted a form to them on XX/XX/22 for processing, and I needed this form for the purpose of public service loan forgiveness. On XX/XX/22, I received a message stating that the processing was delayed but I should get a response in 10 business days. As of XX/XX/22, two months after submitting the form, I have still heard nothing. I called Mohela three separate times on XX/XX/22 to discuss this issue and to get additional info about my loans, but on each occasion I was informed that they can't take my call due to high volume. I tried to send them a secure message via their website but was unable to, because I just kept getting sent back to various links with irrelevant info. There are no other options for contacting them offered on their website. It is completely unacceptable that I am not able to get in touch with my loan servicer in any capacity. I have questions that need to be answered and it's literally impossible. This is a serious issue and I hope that people are providing adequate oversight for Mohela because their behavior should not be tolerated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92109
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Prior to being transferred to MOHELA, XXXX was preparing my loans for discharge because I had met the requirements for PSLF. Not that my loans have been transferred, I was told by MOHELA that there is no record of my PSLF forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14215
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: After two failed attempts to reach Mohela Student Loan services in regards to my Public Service Loan Forgiveness application, I submitted a message using Mohela 's customer service page on XX/XX/XXXX. I then submitted a follow-up message on XX/XX/XXXX to inquire about my first message. Mohela has failed to provide a response to my items, or even an update that my message was being looked into or anything. Both of my messages and a screenshot of my messages sent and any messages back to me ( there are none ) are attached for review. I'm just trying to get some help and information on all of this. Thank you, and have a good afternoon!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40031
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Consolidated student loan with XXXX XXXXXXXX XXXX to qualify for PSLF I filed paperwork and it was accepted about 6 months ago .. 8 years of payment were not counted. I tried calling multiple times and they told me to just wait .. now loans transferred to Mohela and still not counted .. Mohela after multiple tries says unable to answer call in its voice menus.. How do I get my payment count updated .. get to someone at mohela for force a manual payment recount review?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I contacted MOHELA on XX/XX/XXXX to request a refund of several payments I had made during the pandemic pause. Some of the payments were made through XXXX XXXX because the loans had been transferred to MOHELA in XX/XX/XXXX. MOHELA stated they will submit the request to refund these payments. I received a refund on XX/XX/XXXX for the payments I had made to MOHELA but not the payments I had made to XXXX XXXX. I contacted MOHELA again on XX/XX/XXXX. I waited on hold for over 3 hours and was then disconnected before I could speak with a representative. I then sent MOHELA a message via the website on XX/XX/XXXX and as of XX/XX/XXXX still have not received a response. I called MOHELA again on XX/XX/XXXX. The representative let me know that MOHELA had contacted XXXX XXXX on XX/XX/XXXX and again on XX/XX/XXXX but had not heard back so I need to keep waiting. I called MOHELA yet again on XX/XX/XXXX as it had been over 8 weeks since my refund request and spoke with a representative that could not answer my basic questions. She told me it could be up to 60 business days now or potentially longer for the payments to be refunded. When I asked her to send another request to XXXX XXXX she told me she would but then hung up on me and did not attempt to call me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78728
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have submitted a request of voluntary payments during pandemic pause on XX/XX/XXXX, I have since then received no confirmation, no status update, and no progress on my request till today. Calling the company always takes more than an hour at least to get connected. Ever since the student loan forgiveness application is online this company had made their calling system extremely tricky, most of the options will lead to a call being automatically hung up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91745
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Ive been waiting for PSLF forgiveness since XXXX. I have over XXXX payments on XXXX loans!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: XXXX XXXX XXXX sent my loan to MOHELA who is now charging me interest. I was in the process of loan forgiveness Based on public service. All my documents are gone that I uploaded to XXXX XXXX. I am unable to get in touch with anyone from Mohela. The whole process has been interrupted the deadline is the end of this month I have been making payments to be eligible for this forgiveness. Where are my rights as a borrower half of my loan is interest. The student loan Industry is just taking everybodys money and the government is letting it happen every day they compound interest and they make off like bandits. My loan started out with XXXX XXXX went to XXXX, XXXX now Mohela. Now I have to submit new forms again and I dont have time for this this is extremely upsetting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 124XX
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good morning, I have worked for non profit healthcare consistently since XX/XX/XXXX. I was employed by XXXX XXXX XXXX XXXX from XXXX and then with XXXX XXXX XXXX XXXX XXXX. I have sent all requested information to XXXX XXXX XXXX. When loan was transferred to MOHELA in XXXX, they informed me that the information sent from XXXX XXXX was incomplete, so I sent MOHELA another app including the employer certification from both employers for XXXX and XXXX, yet I recieved another denial from MOHELA stating my employment has not been certified for XXXX XXXX XXXX XXXX for XXXX. I believe MOHELA and XXXX XXXX is purposely denying my application as a way to avoid loan forgiveness as I clearly qualify and have provided all the information they have requested multiple times. Please assist me with this matter so I can finally get the loan forgivness that I am entitled to. Thank you so much, XXXX XXXX XXXX faxed completed XXXX application to XXXX XXXX which included my last two employers XXXX XXXXXXXX XXXX XXXX and XXXX XXXX XXXX XXXX Both employers are not for profit healthcare companies and I have been consistently employed by them since XX/XX/XXXX. XXXX received notification from XXXX XXXX that my application submitted on XX/XX/XXXX, was missing an actual signature on page 2 from my former employer XXXX XXXX XXXX Services authorized official XXXX XXXX I faxed an updated application including an actual signature from my former employer XXXX XXXX XXXX XXXX on page 2. XXXX I called XXXX XXXX and talked with a XXXX representative named XXXX who informed me that each time I submit new information it can take between 0-90 days to process. XXXX I received letter from XXXX XXXX confirming that I have 1 qualifying payment while employed by XXXX XXXX XXXX XXXX XXXX. Letter does not mention anything regarding updated application that was faxed XX/XX/XXXX. XXXX Received letter from XXXX XXXX XXXX I have XXXX XXXX eligible payments, and only XXXX XXXX XXXX payments total. Nowhere in the letter does it explain why my employment with XXXX XXXX XXXX XXXX from XXXX was not approved/certified. XXXX I faxed new employer certification and letter to XXXX XXXX for XXXX XXXX XXXX XXXX. XXXX I contacted XXXX XXXX and spoke with a PSLF representative named XXXX XXXX XXXX informed me that my employment with XXXX XXXX XXXX XXXX was not certified/approved due to my signature on the application that was faxed on XX/XX/XXXX, and that she would submit the application for a second review as she shows it is the same signature that I have always used. My employment with XXXX XXXX XXXX was certified/approved using this same signature, but for some reason, XXXX XXXX XXXX XXXX XXXX not. XXXX I received a letter confirmation from XXXX XXXX that my XXXX employer certification forms were received and being processed. Letter explains to contact XXXX XXXX with any questions not MOHELA. XXXX I contacted XXXX XXXX and talked to a XXXX representative named XXXX XXXX who stated that my application was reviewed a second time and approved on XX/XX/XXXX, however she then stated that it is still under review and I need to call MOHELA for more information as they are my new loan servicer and that any applications received after XX/XX/XXXX are processed through MOHELA. I was not advised of this during call with XXXX on XX/XX/XXXX, and my original applications were not sent in after XX/XX/XXXX, they were sent in on XX/XX/XXXX & XX/XX/XXXX. XXXX I attempted to login to my MOHELA account, and since my loans are still in process of being transferred from XXXX XXXX and I am unable to view anything. XXXX with XXXX at MOHELA, she explained that my application faxed to XXXX XXXX was transferred over,XXXX but document was cut off so not fully visible, It does not sound like any of my previous apps/employer certifications were transferred. XXXX I uploaded my previous faxes/forms to MOHELA account for review. XXXX XXXX, XXXX recieved denial from MOHELA Questions : Why is my employment eligibility/certification not being approved for XXXX XXXX XXXX XXXX XXXX XXXX XXXX I never received anything in writing explaining why it is not being approved. Why am I now being shuffled to XXXX when XXXX XXXX has been processing my application since I submitted it on XX/XX/XXXX? Am I now having to start ALL over again? Why is my signature on my employer certification not approved for XXXX XXXX XXXX XXXX but is approved for XXXX XXXX XXXX? This is the same signature I have used on all of my student loan paperwork. Do I need to send in new paperwork with a different signature so that my employment can be approved/certified? I have worked for nonprofit healthcare organizations consistently since XX/XX/XXXX, I should qualify for XXXX. I submitted original application on XX/XX/XXXX which is almost 9 months ago. I was told by XXXX representative XXXX on XX/XX/XXXX that each time I submit documentation it takes another 60-90 days to process, is this correct? Why is it taking so long to process my application so that I may have my loans forgiven since I am clearly eligible based on my employment and I have made at least ten years of qualifying payments. Under the temporary program I believe all of my payments should be counted that took place prior to my loan consolidation in XXXX, but they are not currently counted
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55449
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A