Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela is my federal loan servicer. I called them to refund payments made after XX/XX/2020. They send in my request and told me to wait XXXX days to process. XXXX weeks ago, the XXXX days has finished and I'm still waiting. Nothing on my account has changed. It's been over XXXX weeks without any information. I tried calling but no help was given. They tell me to try calling again the following week.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02151
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: Problem with customer service
Consumer Complaint: I have called them on XX/XX/26, XX/XX/26 and XXXX. The call XX/XX/26 i request a refund under the cares act and they confirmed i would have it within 30 days. Its almost at 90 now and now they do not accept phone calls and ive emailed 3 times using their complaint option which says ill hear back within 3 days and no one has replied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98683
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: Problem with customer service
Consumer Complaint: I submitted employer verification to XXXX on XX/XX/22 under the temporary PSLF program. The verification I sent only gives me credit for months under this special limited program which expires XX/XX/22. XXXX transferred my loan and this verification to Mohela on about the same date. Mohela ( nor XXXX ) has credited my employer verification. I sent a support email on XX/XX/22 to Mohela about this verification and have received no response. I have called and their auto line hung up on me after an hour hold time. I am concerned that if there is any type of error on the form or any of the months do not apply then I will lose the opportunity to try to chisel together other proof that this time should qualify. The time I submitted would put me over 120 payments and therefore qualify for loan forgiveness. However, if any of this time does not qualify I will not be eligible for forgiveness. Therefore, this is an urgent matter of great concern to me. Their customer support is non-responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 142XX
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: Trouble with how payments are being handled
Consumer Complaint: I have been waiting for my refund from both XXXX and Mohela since XXXX of this year. I am owed approximately {$14000.00} from XXXX and {$11000.00} from Mohela. On XX/XX/XXXX I called for a refund from Mohela for the amount paid on my student loan during the COVID forbearance. They said they were initiating the refund and refunded me for the few months I had paid them after I was transferred to them, but they had to wait to get refunded from XXXX before they could refund me. I called XXXX on XX/XX/XXXX and they said they could only refund me for what I paid them during that time and the rest was through Mohela who was my current loan holder. XXXX told me I would be refunded around XX/XX/XXXX. I did not receive anything from them. XX/XX/XXXX XXXX told me they were refunding me for my loans XXXX XXXX XXXX XXXX XXXX XXXXhat I paid XXXX XXXX XXXX XXXXXXXX. On that same day Mohela told me they were refunding me for my loan # XXXX from XXXX XXXX XXXX They said it would take 30 days. Still no refund. I called on XX/XX/XXXX and XXXX says that my refund shows it was submitted, approved, and escalated and still in processing with the Department of Treasuring. I am waiting for {$14000.00} that XXXX claims it is now up the Dept. of Treasury to give me the refund. XX/XX/XXXX Mohela also informed me that my loan was being processed and still waiting for approximately {$11000.00}. It is now XX/XX/XXXX and I have yet to receive any refund. I am not sure if I am trying to patiently wait from the Dept. of Treasury or why I have been trying to get my refund for 6 months. Thank you so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
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: My loan were with federal loans. I submitted pw to them in XXXX or XXXX to see how many payments would qualify under the temporary forgiveness program that ends XX/XX/XXXX. Every month contacted and monitored progress. Still in XXXX many of my payments were saying waiting employment verification. I have been with the same employer for XXXX years. So it makes no sense. I emailed them and never heard from anyone. I XXXX XXXX them and nothing happened. All of sudden in XXXX they send letter that my loans are getting transferred to mohela. They just got transferred two weeks ago and I resubmitted my forgivenness form because it showed that I didnt have one on file when I did have one on file. I have waited forever on phone to speak to rep to no avail. Yesterday my forgiveness payments were loaded and still says that many are not eligible or waiting on employer verification. I would appreciate some one helping me to solve this problem. I will need to restart payments in XXXX but i do not think I need to. I do not want this to affect my credit if I dont pay. Please help. Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11756
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: Mohela has taken over XXXX XXXX XXXX from XXXX XXXXXXXX XXXX. Mohela has STILL not certified my payments made to XXXX XXXX prior to XXXX taking over in XXXX. I contact XXXX XXXX and they informed me that all payment information was sent to XXXX and Mohela. Because of the NEW PSFL rules, I currently do qualify for forgiveness, but this must be done before XX/XX/XXXX. It is obvious to me that Mohela is attempting to postpone the certification of older payments until after the deadline in a effort to prevent my loan from qualifying for XXXX. I know there are many others out there with the same problem and I bed the government to get involved and force these companies to comply. Unfortunately my old student documents were in storage during and were lost in California wildfires. I am now unable to get copies of these old documents. I hope any one else with this issue will contact CFPB. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93446
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: Trouble with how payments are being handled
Consumer Complaint: I called and requested a refund from my service provider, Mohela, on XX/XX/XXXX for my student loan payments made during the pandemic. The amount {$8200.00} was made on XX/XX/XXXX that I requested be refunded to me. The customer service representative said that the money would be refunded, but did not provide any sort of confirmation ( reference number or email ) that the processing would occur. No indication is on my Mohela portal that suggests it is being processed. I submitted a follow up message on XX/XX/XXXX and another on XX/XX/XXXX asking if I could get an update or some kind of documentation of the processing of the refund. No response has come. I then tried calling a few days ago to speak with someone and the voice recordings say that Mohela is not accepting any phone calls in the area I needed assistance in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79606
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: Problem with customer service
Consumer Complaint: I got student loan from MOHELA. Because of the XXXX XXXX XXXX XXXX XXXX so I want to contact them to ask about my previous payments. I tried to call them over XXXX times. Everytime I called, the automatic voicemail always said the estimated wait time is XXXX mins and I never get any answer from them even after that long waiting time. They don't have any email to contact. I submited a complain on their website few weeks ago, but nothing happen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am trying to get XXXX refunded. XXXX XXXX and Mohela will not provided any information of how much money has been approved and just keep saying to give it more time. I have called XXXX XXXX. I need XXXX refunded back to me and more information about the amount that has been approved. I need to make sure the amount of the refund is correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
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: I've emailed MOHELA, my loan servicer, twice and received no reply. The first was on XX/XX/2022. I don't remember the date for the second email. On XX/XX/2022 I called MOHELA at XXXX XXXX. The automated system told me my wait time was 114 minutes. I stayed on hold for nearly eight hours before I was hung up on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37167
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A