Date Received: 2022-10-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to get an application completed for the TPSLF program since XX/XX/2021. When the loan was recently transferred to Mohela, issues are not getting resolved and I am not able to communicate with them at all. They now have even stopped the email message option through their website- but their letters and updates aren't correct. They state they will get back to you in 10 days and its been well over 30. I also have to wait well over 5 hours to get anyone on the line and they usually know nothing so then I have to wait ANOTHER hour for a supervisor who then will provide the same lame excuses and blame the department of education. This is ridiculous- I have been a state employee for 12 years, there is no question I meet the requirements. Also, I have paid on my loans on time for 20 years!!! I have done everything MOHELA has asked, I even reapplied like they stated I needed to. There are still payments not being counted correctly and they are not processing any of our paperwork. They refuse to do anything with these payments other than blame the Dept. of Education and I get stuck in the loop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27540
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 applied for XXXX XXXX XXXX XXXX ( XXXX ). I mailed my application to MOHELA and also uploaded my application via their online servicing portal. I received an email from them via their secure portal dated XXXX XXXX, 2022 stating that they would process my application within 10 business days and let me know if my application has been approved. After 10 business days passed and I hadnt heard from them, I sent them a message via their secure portal asking for a status update on XXXX XXXX, 2022. I received no response. I sent another message via their secure portal on XXXX XXXX, 2022 asking for a status update. To-date, I still have not received a response. I would like to know whether my application for XXXX has been approved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19047
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have attempted to contact MOHELA a number of times. I have sent an email on the following dates with zero replies nor a phone call. XX/XX/2022 ; XX/XX/2022 ; XX/XX/2022 ; XX/XX/2022. I have tried to call their customer service numbers on XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, XX/XX/2022, and XX/XX/2022. Every time I call, I am on hold for well over XXXX minutes only to be disconnected and try again. I have emailed asking for someone to call me. There is something wrong with my account and no one will respond to me. Customer service experience is terrible. While I understand the amount of people attempting to work with MOHELA at this time, it is not okay to not respond to a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44484
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Starting on XX/XX/XXXX I have attempted to contact MOHELA customer service to discuss a refund of payments. I have called everyday excluding Sunday in the morning, afternoon and evening. Each time I spent an average of XXXX minutes waiting in a phone tree. Once I am able to get to the option I need to talk with someone about wanting a refund I will be given a message that no will be able to talk with me. The phone tree will then drop me into an infinite loop asking for me to input information about XXXX. I have since attempted to send messages through MOHELA 's website and have not received any reply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95136
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This summer, I was forced to move my XXXX loans from XXXX XXXX ( I never had a problem with them, ever ) to Mohela. I have yet to be able to talk with a customer service person although I have been calling at least once per week since XXXX. I have created an online account, but other than telling me my balance and showing the paperwork ( XXXX employment verification forms ) is being processed, it doesn't tell you any more than that. With the XXXX XXXX deadline approaching, I want to make sure that all of my payments will count. I have made XXXX payments ( the latest count from XXXX XXXX ) and by the time XX/XX/2023 rolls around, I should only have XXXX payments left. I have sat on hold for hours only to have an automated recording telling me " There is an error in completing your request '' when trying to be transferred to the Mohela XXXX department. I even tried just getting to customer service with the same result. I also need to know what my new payment will be beginning in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99004
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am just about at my wits end with XXXX application process. I have hit probably every stone wall barrier to get payment count reviewed. I have yet to obtain a loan transfer to start review of my payments. I have direct loans, consolidated in XXXX, paying since XXXX. Currently serviced by XXXX after I was transferred from XXXX to XXXX in XX/XX/XXXX. I applied for XXXX XX/XX/XXXX and my application was received via XXXX XXXX My employment ( over XXXX years ) was certified and approved for loans to be transferred back to XXXX XX/XX/XXXX. I received the one and only letter correspondence on XX/XX/XXXX stating I would be moved to XXXX for payment count review for qualifying loan payments. I have had no further progress. I was not moved from XXXX to XXXX. I did not receive any further formal communication. I was verbally told via XXXX supervisors that I would be moving to Mohela after XX/XX/XXXX and even told " you likely will be in the first several batches with a XXXX application ''. I was also told I would receive a status letter stating I would be leaving XXXX and moving to Mohela. TO DATE THIS HAS NOT OCCURED. I was concerned about the lack of communication and wait time so I contacted Mohela directly and was instructed to reapply through Mohela. Mohela received my repeat application on XX/XX/XXXX. I was told I would have a XXXX wait to have loans received by Mohela for payment count review. Still today XXXX has no notice to move my loans to Mohela for payment count review. As of now, I applied 8 months ago without any further review of my payment count status for forgiveness. I have been in contact with XXXX Ombudsman, XXXX supervisors, Mohela supervisions and have made numerous formal complaints to the studentaid.gov website. All complaints have been closed with essentially " check studentaid.gov for waittimes and information ''. My last complaint has been unreviewed for 6 weeks. I have also called the Department of Education and XXXX routed back to Mohela. Mohela informs me that they " have made the request to transfer loans several weeks ago '' but that there is a communication disconnect with the Department of XXXX? XXXX clearly is not receiving these requests to transfer my loans despite it being over 6 months since approval. I am beyond frustrated. Have spent endless hours on the phone and shed too many tears without any progress. I am just told to " wait '' yet all the waiting has lead to more waiting and no answered as to why my loans are just being in purgatory without transferring. I am now told that likely will be 6+ months before I am seeing any sort of possible forgiveness due to wait times. ( 30-60 days to transfer loans + 90 days Mohela to review payment status + DOE to apply waiver and review account + 30-90 days for forgiveness, plus I believe I am in for a refund. ) I just need SOMETHING to happen. Applicants who are applying in XXXX and XXXX are obtained forgiveness letters already and I haven't even been reviewed with a XXXX application. HELP! Mohela XXXX # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I contacted Mohela on Friday, XX/XX/XXXX to ask for a refund on my payments for my loan that had happened after XX/XX/XXXX and fell within the XXXX refund period. I was told that a refund for {$3000.00} ( my payment made on XX/XX/XXXX ) would hit my account around 30 days from the time I called. The representative mentioned the first or second week of XXXX be when I would receive a refund. I asked the agent on the phone if I could get a confirmation email or if something would be shown on my account and they said they could not do anything like that. So I have no written information besides the phone call I made because they were unwilling to assist me in that matter. It is now XX/XX/XXXX and I still haven't received a refund to my account with my payment. Currently my mohela account shows my payment was made on XX/XX/XXXX and does not indicate any pending refund. I have attempted multiple times to contact Mohela and I wait for an extended period of time without anyone answering the phone. There is no ability to email contact Mohela which makes it very difficult to get information to my loan servicer to guarantee that my request for a refund has been processed or will be processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have consolidated my student loans with Mohela based on the directions to qualify for the Public Service Loan Forgiveness program. I submitted my paperwork on XX/XX/XXXX and did not hear from the company until today, XX/XX/XXXX. I have documents showing that I have made enough of the qualifying eligible payments but the letter states I only have XXXX payments to count. I have tried calling on several dates and have been on hold for over two hours. Today, XX/XX/XXXX, I tried to click ANY option to speak with a representative and the voice recording states they can not take my call because the high call volume. They direct me to their website. I have logged in to their website and messaged them with questions on XXXX dates. The dates are : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I have not gotten a response from the company for any of the messages. I am not able to get any information on how to better submit documents for my verification of my previous payments and I am very concerned that Mohela is dragging their feet and lacking in customer service in order to keep my loans. This company has been granted the PRIVILEGE of holding ALL student loans for PSLF individuals. They are becoming the XXXX barons of the 21st Century and should be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2022-10-24
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 had my student loans consolidated with Mohela to apply for the XXXX. I received paperwork from Mohela on XX/XX/XXXX saying my consolidation loan was disbursed. When I attempt to fill out the XXXX application it says I have not made the required 120 payments and I cant complete the application. I know this is wrong, I have been a XXXX since XXXX, and making payments the whole time. I need to contact someone at Mohela to fix my account so I complete the XXXX application and the deadline is XX/XX/XXXX. I have tried to call multiple times, I have taken 2 1/2 days off of work in an attempt to get a hold of them. I am taking tomorrow off in an attempt to get a hold of them. In one of XXXX calls today my wait time was an estimated 72 minutes, after 98 minutes ( waiting to talk to someone ) my call was dropped. I have been trying to get a hold of Mohela to fix my account for a month. I have left a message at the help Center on Mohelas website asking for help. They have not responded. Thank you for any help you can provide, XXXX XXXX ( XXXX ) XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 130XX
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: XX/XX/2022 On XX/XX/2022, I received five letters from Mohela stating that they have counted the number of qualifying payments made during each period of qualifying employment. The letter credited me for only 49 payments. I contacted Mohela and spoke with XXXX, Mohela representative, and advised that this information was incorrect. I explained that I was applying for the limited PSLF waiver and under the limited PSLF waiver, my loans should be forgiven. I explained that I received a denial letter and that I should not have been denied under the limited PSLF waiver. XXXX put me on hold and spoke with her supervisor. After being on hold for quite some time, XXXX advised that Mohela had not received all of the history from the previous servicing provider. After questioning her about this and advising that I received notification from Mohela that the transfer was finalized, XXXX then advised that she didn't mean that the history of my loans were not transferred. She explained that Mohela was not yet finished giving credit for all of my previous employers. She advised that Mohela had not finished processing my limited PSLF waiver. XXXX concluded by saying that I would receive another letter that gives me credit for the applicable employment that qualifies under the waiver. I logged onto my account today ( XX/XX/XXXX ) to discover that Mohela updated my application status to " Processed. '' They also deleted a document that they determined to be a duplicate of what was already sent. Mohela and its representatives lied to me about the status of my application. I was told that they were still processing my application and crediting my qualifying payments under my previous employers. The status as reflected on my account and the letter that Mohela provided also conflicts with what I was told. Mohela was blatantly dishonest in their communication on the status of my application. Their dishonesty directly impacts my ability to be afforded forgiveness under the limited PSLF waiver. Their dishonesty not only impacts me, but any other student loan borrower who is trusting that the information that they receive from Mohela to be accurate. I have tried contacting Mohela to discuss my findings. However, Mohela has turned off the ability to reach any of the representatives. I would like my file reviewed again under the limited PSLF waiver and be given credit for my qualifying payments. I look forward to hearing from someone. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A