Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have tried to call MOHELA customer support on multiple different days, at different times of the day to verify that they received my complete PLSF application that I faxed in on XXXX XXXX, 2022. Once I got through their automated phone prompt system it would say " due to overwhelming response... we are unable to take your call ''. I tried to contact them via email, but that requires setting up an account and they wouldn't let me do that because my loans haven't been transferred from XXXX to MOHELA. Now that I've finally been put on hold ( instead of being kicked out of the system ), it's telling me my expected hold time is 195 minutes ( over 3 hours )!!!! That is obscene. They need to hire more customer service staff. I've dealt extensively with customer service at XXXX and XXXX and never had anything like this. The PSLF temporary waiver application is due by XXXX XXXX, 2022. I'm trying to do the responsible thing by verifying my application was received. The fact that I can't get in touch with MOHELA to do that is outrageous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
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: MOHELA is inaccurately denying public servants of their right to PSFL forgiveness and payment counts by denying their eligibility even though the US Department of Education provides employers as eligible. In example, my employer, XXXX XXXX, was denied and i was sent a letter from MOHELA dated XX/XX/2022 that they are a for profit organization and therefore i do not qualify for PSFL. This is FALSE. XXXX XXXX is a 503 ( c ) non-profit organization that is eligible per the Department of Education. I had to wait on hold for over an hour to talk to someone at MOHELA. If they can not accurately process forms and are going to inaccurately deny PSFL to those who rightfully qualify they should not be servicing loans! They are notorious for misleading consumers and lying. THIS MUST STOP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 546XX
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 XX/XX/2022 I submitted my annual verification form for the PSLF program and received a letter from MOHELA dated XX/XX/2022 stating my paperwork would be processed within 10 business days. It is now XX/XX/2022 and the paperwork is still pending. I have tried to contact MOHELA multiple times - once using the " contact us '' messaging system available on their website and 4 times by phone. I have not received a response as of today from their " contact us '' form. Phone calls are met with extended hold times of multiple hours. These phone calls will disconnect automatically prior to the end of the estimated wait which then requires one to redial. I have as of yet been able to speak to a phone representative due to this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30117
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: Under the pslf program, student loans that were eligible for this waiver could receive a refund. I enrolled in this program in XXXX, and have not heard anything from Mohela. I have tried contacting them several times and I recently was told that when Biden 's cancellation plan goes into effect, eligible student loans will be automatically enrolled and no longer eligible for the pslf waiver and refund for qualified payments. This is unethical because it looks like this company is just sitting on these applications waiting for automatic enrollment into Biden 's cancellation program so that they do not have to refund monies to qualified student loan payments. I am a single mother currently pursuing a XXXX XXXX, and the money for qualified payments being refunded back to me would really make a difference in my program. I have been in public service for 20 years, and my loans should have been forgiven years ago. It's unethical that this program exists, but in order to qualify for it you have to turn down the option to have your loans canceled and potentially risk not even being qualified for the program. It feels like a huge scam.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75070
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: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Debt was discharged in 2009. Lender has refused to remove the discharged debt. The lender said that when I entered school it kept them from being able to discharge debt and that I would have to prove I could not pay the debt. I have called my attorney from XXXX and she said that this is not true. The lender has continued to refuse to remove debt. Credit companies- XXXX, XXXX, XXXX etc are allowing this to stay on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72113
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: Don't agree with the fees charged
Consumer Complaint: FILES ATTACHED My loans are still accruing interest as of XX/XX/XXXX. Interest should be deferred and should not be accruing via the federal loan interest freeze effective through XX/XX/XXXX. Through XX/XX/XXXX to present my loans have been accruing interest of around {$2.00} a day. I have spoken with Mohela multiple times on the phone, and have been assured this is an error and it will be taken care of. However, I NEVER receive a call or email back from Mohela. They simply wait for me to call again and tell me the exact same thing. Nothing is being done about this issue to my knowledge and my interest continues to grow. It is currently ( at the time of this complaint ) {$980.00}. As you can see in the files attached, it is growing. You can also see my numerous calls to Mohela dating back to XX/XX/XXXX. Mohela has admitted to me that this is in fact a mistake. Every time I call I am assured it will be taken care of and not to worry. However, it is now late XXXX and nothing has been corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44512
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for PSLF back in XXXX, consolidated my loans in XXXX. I have heard nothing from Mohela or XXXX regarding what is going on. For the past 2 weeks since XX/XX/2022 I have been calling daily to get an update. Last week I logged a complaint with XXXX XXXX XXXX and still no answer. What is freaking me out, I put in my social and birthdate and the system tells me it can't find my PSLF paperwork. This is worrying me as I only have until the end of XXXX to make sure that this goes through. There is no one that works that has 1 1/2 to 2 hours to wait for someone to to answer, if they ever do. I have made over 300 payments according to my records, but have no idea what is taking so long if that is what I have since I only need 120 payments. This is their duty to help us, but they seem to have restricted our access to get the help and answers that we need to our questions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48176
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, In XXXX of XXXX, I submitted my final employer verification form to XXXX. In XXXX, I received a letter saying my form had been reviewed and there was no change. I called and was told that was sent in error. In XXXX I called to follow up and was told I had a canceled review in XXXX but my information was still under review. I spoke with XXXX. In XXXX I called to follow up and I was told they aren't sure why it's taking so long ( spoke with XXXX ). On XX/XX/XXXX, I received notification I had reached the XXXX qualifying loans. I called XXXX to confirm and was told this is accurate and I should expecct forgiveness in a few weeks. On XX/XX/XXXX, I received a letter stating I was transferring to Mohela. I was told by XXXX that I would not transfer and that my information was sent to Federal Student Aid on XX/XX/XXXX. I also submitted a feedback form to FSA on this date. Received response that i would hear back in 15 days. On XXXX my XXXX account disappeared and my loans were transferred to Mohela. I spoke with XXXX at Mohela who told me to resend the form " just in case. '' On XXXX I also spoke with XXXX at FSA who told me that they received my information from XXXX on XX/XX/XXXX ( not XX/XX/XXXX as XXXX told me ). Around XX/XX/XXXX I called Mohela and spoke with XXXX who couldn't see my loan information and said he doesn't know why I was transferred and it could take up to 30 days. I called FSA again spoke with XXXX who told me my feedback form was " escalated. '' I requested a call back. XX/XX/XXXX I received a letter from Mohela saying there was a delay. XXXX said there is in fact a day. XXXX ( supervisor ) said it would not be 10 days but rather 30. XXXX submitted another feedback form to FSA. On XXXX I received a letter saying I have 120 payments and a second letter saying I don't qualify. I spoke with XXXX who said she herself submitted it to be processed by FSA and to call back once a week. XXXX called XXXX spoke with XXXX XXXX Stated it was elevated. first case has a case worker. XXXX Spoke with XXXX XXXX supervisor ) at Mohela XXXX She says they are still reviewing for payments or refunds owed. XXXX received call from XXXX who said that they have all the information and my loans are in the " direct to discharge '' queue. This could take several weeks. XXXX received letters saying I have 124 payments but still don't qualify. Called Mohela. XXXX said Mohela sent to FSA on XX/XX/XXXX and XX/XX/XXXX. XXXX attempted to call. Spent 2 hours on hold only to have the call disconnected. tried calling back and recording said they were too busy to take call. sent message to mohela XXXX Called mohela. was on hold for two hours. spoke to someone who said they know nothing. could take 90 more days. Asked for supervisor, was put on hold for 45 minutes and had to disconnect due to emergency call. Sent another message to mohela. As of XX/XX/XXXX, I have heard nothing from FSA regarding my feedback cases. I have not had loans discharged. I have not had any response to messages from mohela. XXXX made errors and not mohela is making them. I am very concerned about how this is being handled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a public servant enrolled in an income driven repayment plan, pursuing public service loan forgiveness ( PSLF ). The department of education has published guidelines on their website regarding resuming payments after the end of COVID forebearance. Per their website, since I was already enrolled in an income based plan, I will remain on that plan and I will not be required to recertify income until XX/XX/XXXX at the earliest. However, my student loans were recently transferred from XXXX to MOHELA, and my payments went up from $ XXXX to $ XXXX. They said the only way I could reduce my payments was by recertifying, but this is contrary to information on the studentaid.gov website, and recertifying will still increase my monthly payment as my income has increased since before the COVID forebearance began. Based on my understanding, my payment should resume at the previous amount, $ XXXX, and my recertification should not be due until XX/XX/XXXX. By forcing me to recertify early, I would be paying higher amounts than required from XX/XX/XXXX to XX/XX/XXXX. The customer service at MOHELA has been unhelpful, said they were unaware of the XX/XX/XXXX recertification date, and had no history of my prior payment amounts as this information was not transferred from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan is with XXXX. It is a federal XXXX XXXX that the federal govt sold to XXXX XXXX and then to XXXX. Now Im trying to apply for the XXXX XXXX XXXX XXXX. Their servicer is now Mohela. They are a big problem. You spend hours on hold. They lost at least one application, the 2nd wasnt legible due tio theyre ink from their fax machine. No way to send online if servicer is through XXXX, I had to finally send a 3 application through the mail. Now they are telling me the 90 days to process starts all over again when the issue is them! XXXX is another issue and they are also apparently holding up the process. Ive been paying on my loans for way more than 10 years, at least 15. Im now also paying on my daughters student loans, if this tells you anything, Im very frustrated with the process. Ive been in public service for many years and am just in need for relief.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21742
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A