Date Received: 2022-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2022, I called Mohela to request a refund for payments during the XXXX pandemic. During the phone call, they approved the refund request, and stated that the funds would be in my account within 30 days. The refund was never processed. I have tried calling them on multiple occasions starting on XX/XX/2022. Representatives do not answer the phone, and hold times exceed over XXXX hours. I have also attempted to reach out to them using the " Contact Us '' portal on their website, and I have not received a response that way, either. I would appreciate any assistance in this matter, and would like an update regarding the status of my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
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 submitted my PSLF application on XX/XX/2022. I received email notification on XX/XX/2022 my PSLF application was denied. I didn't understand how because I have been employed for the XXXX for over 14 years and I have made over 120 monthly payments. I called Mohela on XX/XX/2022 and spoke with a worker. She reviewed my PSLF application dated XX/XX/2022 and stated my application should not have been denied as I met the qualifications submitted on the application. She reopened my XX/XX/2022 PSLF application with a received date of XX/XX/2022. Now I have to wait another 90 business days before Mohela processes my PSLF application. What kind of business are they running. If the error is caused by Mohela I should not have to start over and wait another 90 days for the process of loan forgiveness. I should be able to keep my original received PSLF application date of XX/XX/2022. I do not have time in my day to wait 2-3 hours to be on hold with Mohela just to speak to someone about their error. The Mohela PSLF application process should not be difficult to verify my employment and 120 payments made by my student loan servicer. It's as if Mohela does not want people to receive student loan forgiveness authorize by the Federal Government so they prolonged the process and denied my application that meets all the qualifications for forgiveness. Please change my PSLF application date back to XX/XX/2022 so the process to loan forgiveness can be completed in a timely matter. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 503XX
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: Just thought I'd sound in also! I just completed my XXXX year of repayment. I received my degree in XXXX and entered repayment that XXXX. I have been enrolled in the XXXX program since XX/XX/XXXX. I have made XXXX payments total and XXXX while employed as a Teacher for the Department XXXX XXXX. I borrowed XXXX, have paid back XXXX and XXXX says I still owe XXXX. That is worse than credit card debt. I had given up on the XXXX program until XXXX of last year. A whole year I have been back on the bandwagon and still no " forgiveness ''. I don't even want " forgiveness '' I just want acknowledgement that I am done. XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX and now Mohela. All of them have made money off of my loans. Even the XXXX says I have had XXXX in total loans ; but that is false. I have only ever received XXXX from any source of student loan. The rest of the XXXX is made up in interest that the companies tacked on over the years as they kept selling my loans to each other. The servicing is horrendous and the biggest scam this country has seen. I have been eligible to retire since XXXX but I can't do that with a level head until I know this loan is done. If I pay the balance they say I owe today, that would be 50 % interest. My current issue is noone is recognizing my payments from XX/XX/XXXX - XX/XX/XXXX. My guess is because my servicer at that time didn't report my payments. They keep telling me I am waiting on some IDR review. Everytime I call the XXXX expert tells me they will do a manual review but ......
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have federal loans that date back 20 years and I've worked in public service for the federal government for the last 20 years. My employment consists of 6 years active-duty XXXX XXXX XXXX and XXXX 9 years 10 months working for US Department of Transportation XXXX The Public Student Loan Forgiveness ( PSLF ) program and Temporary Expanded PSLF ( TEPSLF ) forgive federal student loans for individuals that have worked in public services for 10 years or more. I have worked for the federal Government for more than 15 years. I submitted the PSLF Application more than 10 times over the last 7 years. Earlier this year XXXX began to process my XXXX XXXX and qualified/certified XXXX of my eligible payments. For some reason they stopped and did not count the additional XXXX payments that qualify under PSLF And TEPSLF. Once again, my servicer has changed. The new servicer MOHELA has not responded to my email or phone calls. I have not been able to get ahold of anyone at MOHELA to discuss my situation and to get may TEPSLF reviewed and payments recounted. To clarify when I call MOHELA I am put on hold for more than an hour and then they terminate the call while I am on hold waiting to talk to someone. I have not yet been able to speak with anyone at MOHELA and I am concerned that while I continue trying reach out to someone about this matter, I will miss out on XXXX which expires XX/XX/XXXX. Attempted phone calls XX/XX/2022 & XX/XX/2022. Hours on hold 3+.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I initiated PSLF forgiveness with XXXX in XXXX of XXXX. All appropriate documentation was submitted with employment verification of 10 years and more than XXXX payments. XXXX made a clerical error in copying the beginning date of employment to their system thus making it appear that I only had XXXX payments qualifying. I reached out and spoke with a representative who agreed that a clerical error had been made and she requested a review and assured me this would be fixed within XXXX business days. This did not happen and then my loans were transferred to Mohela. I attempted to contact Mohela first on XX/XX/XXXX with no response. A second inquiry was made on XX/XX/XXXX with no response. I have attempted to call on multiple occasions but sit on hold for hours without being able to reach a person. I decided to reach back out to XXXX and spoke with employee XXXX # XXXX. She informed me that my loans indeed had been transferred and that a review would take place by Mohela but could not give me a contact at the company or any way of pursuing further communication. I have had no communication from Mohela and the PSLF certification process is now entering it's XXXX month!!! This level of customer service would be abysmal for something very minor, but we are talking about thousands of dollars in this case. I am beyond frustrated at this process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 372XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am submitting this complaint because Dept of Education transferred my loan ( s ) to MOHELA and once this happened several inaccuracies were reported on my consumer report such as late payments and inaccurate amounts. 15 USC 1681 ( a ) -Congressional findings and statement of purpose states that the banking system is dependent upon fair and accurate credit reporting. I have tried to resolve this matter with the company and also the credit agencies but neither of these companies complied or investigated this matter. The CFPB released a report stating that Millions of student loan debt borrowers had their debt transferred resulting in errors for 'hundreds of thousands of accounts '. The CFPB stated that companies are engaging in potentially bad behavior regards to these types of transfers. I feel I was treated unfairly because my dispute was never handled and this is effecting my consumer report and has caused me to be denied credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38134
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: Received bad information about your loan
Consumer Complaint: I have had trouble with both administrators of the Federal PSLF program ( initially XXXX and now Mohela ). I have submitted information regarding my eligible employment in order to have my " qualifying payment counts '' toward loan forgiveness updated in advance of the XX/XX/2022 deadline. My most recent round of trouble started in XX/XX/2022. I submitted my forms to XXXX, and learned that before processing my request, they sent my loan and documents to Mohela. Once the transfer was complete and I was granted access to Mohela.com, I logged in at uploaded my documents again. I uploaded these forms on XX/XX/2022, XX/XX/2022 and now again XX/XX/2022. Mohela sent me XXXX letters on XX/XX/2022, all with conflicting messages and failed to credit all of my qualifying payment counts, though they did acknowledge some. It has been impossible for me to resolve this directly with Mohela. After several attempts to contact them via phone ( all ending in an automated system telling me that they are " unable to locate my student loan account '' and disconnecting the call ) and an attempt via their own online messaging system ( made on XX/XX/2022 and as of today, I have not received a response ) I am reaching out to the CFPB in order to aid me in resolving this matter. I fear that Mohela intends to ignore or continuously deny my request through the application deadline.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21224
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: Dear Consumer Financial Protection Bureau, CFPB My name is XXXX XXXX and I am a Federal Student Loan borrower with XXXX XXXX/mohela. I have contacted XXXX and disputed specific ineligible payments XXXX and XXXX and several other random months and they ; XXXX XXXX responded with information that did not relate to the concern as they were transferring my loan to mohela. I am asking you the CFPB to contact XXXX XXXX and mohela and get them to fix the ones that should have been fixed. Sincerely XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 676XX
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: Ive called many times and emailed regarding my PSLF status as I was just transferred to Mohela. I can not get ahold of anyone to tell me any next steps but the website reflects Ive made the 120 payments necessary for PSLF to happen. The website directs me to US Dept if Ed to verify employment but I have already completed those steps with XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30157
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested a refund of all payments made as of XX/XX/2020 on XX/XX/XXXX. I was told it would take 30 days to process. It is now XX/XX/XXXX and I have received no confirmation of my original request, no update, and I am unable to get through to connect to someone at Mohela to inquire.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95678
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A