Date Received: 2022-10-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed disputes in regards to the incorrect items on my credit report. It has been well over 30 days and I havent received investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX - Reached out via email to request a refund of my payments made on XX/XX/XXXX of XXXX. ( Replied XX/XX/XXXX ) XX/XX/XXXX - Phoned into Student Loan Counselors and spoke with a representative that informed me that my refund would apply 30-45 days from speaking on the phone. Today, XX/XX/XXXX - I have not received any updates, no emails or changes on my account page. It was supposed to take 3 weeks for my account to process, and another week or so for the refund to hit my bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95138
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela open two personal loans in my name without my consent the first loan amount is for {$870.00} and the second loan amount was for XXXX and they made it look like a refund from my XXXX XXXX XXXX XXXX XXXX XXXX XXXX was already issue my refund at the beginning of XXXX. This is an XXXX violation. I happen to check my XXXX credit report to see and I found the information. I request was XXXX XXXX XXXX XXXX XXXX XXXX I did not consent to this under no circumstances. I will like all my loans consolidate immediately to XXXX XXXX XXXX loans.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for loan forgiveness in the beginning of XXXX of XXXX. The DOE isn't counting all the payments I made prior to XX/XX/XXXXXXXX even though I've been paying since XXXX. Every month, on time. I've worked for the federal government and military since XXXX. Having worked for the Department XXXX XXXX since XXXX, I've had them properly sign my certification showing my employment. PLEASE HELP, this has been so aggravating ... I've made so many phone calls, written letters, emails, applied, re-applied. NOBODY HAS ADDRESSED MY ISSUE
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80027
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hi : I am having trouble getting Mohela to process my application for XXXX XXXX XXXX XXXX for eligible payments made from XXXX XXXX, XXXX to XX/XX/XXXX. My original XXXX application was submitted in XX/XX/XXXX. In late XXXX, I received a letter from Mohela claiming they were done processing my application but Mohela had only accounted for the period of time that they serviced my loans ( approximately year XXXX XXXX XXXX ), despite my application requesting consideration of all payments made on my loans, including the payments made prior to the time that Mohela started servicing my loans. After receiving their letter, I called Mohela who verified they had not actually processed the part of my application regarding the loan payments serviced by other student loan servicers. I was told at that time that my account would be updated with those qualifying payments in late XXXX. When I called back during the last XXXX of XXXX and after waiting over XXXX XXXX on hold to speak to someone Mohela then claimed they never even received my application and employer certification for the time period in question despite the papers having been submitted with the original submission in XX/XX/XXXX. After resubmitting the relevant application and employment certification on XX/XX/XXXX ( with a detailed list of my payment information/history as previously provided to me by Mohela ; XXXX proving that I have already made the required XXXX payments to qualify for forgiveness under the temporary waiver ), they processed the application but only raised my payment count by XXXX payment. When I called them back to address the issue and waited on hold for another XXXX XXXX to speak to someone they claimed yet again that they did not receive the appropriate employer certification / application which wasnt true since they were very papers Mohela was supposedly processing. After that excuse failed ( and they ultimately found my paperwork while we were on the phone together ), I was told to wait until mid to late XXXX and my application would be appropriately processed. However, later that very same day, I received another letter from Mohela stating they had processed all applications/payments received to date and my qualified payment count remained at XXXX. Today, I called Mohela again and waited over XXXX XXXX on hold!! I was finally able to speak to someone who was extremely kind. However, she confirmed that not only did they have the paperwork that I submitted in XXXX but they also had the original submission of these materials back in XXXX! Neither applications had been processed but she could not tell me why. There were no notes on my file as to why my application has been pending for XXXX XXXX. It appears that I keep slipping through the cracks when if someone would actually read my letter to them - it explains exactly what needs to happen. She said she would resubmit the paperwork for processing today but that restarts the clock, putting me at the end of the line once again and could take another XXXX XXXX to process. I am at a total loss on how to deal with Mohela. I am beginning to think their business interest in servicing my student loans is causing them not to process my application for forgiveness. I would greatly appreciate any assistance you can provide. Once they actually process my application correctly, I will have met the requirements for loan forgiveness under the temporary waiver. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filled out the Public Service Loan Forgiveness ( PSLF ) and mailed it to MOHELA early XX/XX/2022 ( forms are dated by employers around XX/XX/2022 ). My qualifying employers are the Social Security Administration and the Department of Labor, both federal government organizations that qualify my Direct Loans for forgiveness. In XXXX, I received a letter, dated XX/XX/2022 from MOHELA stating that " you or your employer did not answer questions 9-12 in Section 3 confirming your organization type. '' However, both my forms have checked the YES box in the above reference question number 9 which asks " is your employer a governmental organization? '' If Yes, Skip to Section 4. Therefore, questions 10-12, as well as 13, are not applicable so both my employers skipped to section 4, as the form directs, which is Employer Certification and signature. I have tried to call MOHELA but can not get through to anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since XX/XX/XXXX I have been attempting to connect with MOHELA education servicer for direct loans. I keep getting informational messages for extended periods of time. They also do not not answer and say they cant locate my information but I am calling to discuss something else. When speaking with agents they give false information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XXXX XXXX, 2022, I called my student loan servicer, Higher Education Loan Authority of the State of Missouri ( MOHELA ), to request a refund for voluntary payments I made during the pandemic. During my first call, at XXXX XXXX, the automated customer service robot said it was " having trouble understanding me '' every time I indicated I wanted information about student loan forgiveness, despite entering my choice using my phone 's number pad. After three attempts, the company said it couldn't find my loan information and hung up on me. This call lasted 8 minutes, five of which was unskippable information that prevented me from accessing customer service help. I called back immediately, at XXXX XXXX, and this time I was able to get through that menu and was put on hold. I was informed my wait time would be 115 minutes, or 1 hour and 55 minutes. I waited about another hour, putting my on-hold time at a total of 3 hours. Nothing in that time indicated my place in line or if I'd even be able to speak to someone. At the 3-hour mark, I hung up because I needed to go to sleep.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08527
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: MOHELA has reviewed my Public Student Loan Forgiveness Application. I received a letter from them today, indicating that my employer did not complete their paperwork to certify my employment correctly. I went back through paperwork from all employers, since MOHELA did not specify each one, and everything looks like it was done appropriately. The letter provides a phone number to call and dispute the outcome. I spent an hour trying to get through to anyone, and a message comes up indicating that they can not take any calls at this time. I'm not sure how I'm supposed to dispute the claim when the agency refuses to talk to anyone. Some of us have discussed a class-action lawsuit or something similar if MOHELA continues to not assist with disputes. Please feel free to contact me for more information. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44708
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans were transferred to MOHELA this year. I have sent them XXXX emails about issues drag I need their help with and have had no response. I sent a letter by mail with delivery confirmation so I know it's received and I've had no response. I had a request to update my income based repayment, which they sent a letter to refuse to make the change and to let them know if I want the change. How am I to contact them if they respond to no communication? I'm hard of hearing and they don't have a TTY line, they depend on XXXX to call them. They absolutely don't take it seriously to help borrowers. I will be done with them with student loan forgiveness. However their inability to actually respond to any of my communications is absurd
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A