Date Received: 2022-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have made numerous attempts to contact MOHELA after my student loans were transfered from XXXX. I have worked for non profits or government since 2012 and I am trying to fix my PSLF dates and payments. It took months for my original form to be reviewed but was rejected and sent back for corrections. I have submitted a corrected form, but I have tried numerous times over a period of several weeks to speak to anyone from MOHELA to ensure everything is correct. There is over 10 minutes of unskipable messages before you can try to get directed to the correct place. Then, you may randomly be disconnected, sent to a non working number, or try to enter your information and be told your account can't be found and you get disconnected. The one time I did get through to a wait queue, I was told it would be over a 3 hour wait. Essentially, it is nearly impossible to get in touch with anyone from MOHELA to answer my student loan questions and get PSLF assistance. I don't know what to do now and I fear I may miss out on financial benefits that I am entitled to based on my decade of non profit and government service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
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: Trouble with how payments are being handled
Consumer Complaint: Had a {$12000.00} payment transferred from XXXX to Mohela in XXXX. Was told it would take 90 days to process by both parties. After 90 days, XXXX stated they had no record of the payment and that it would have been forwarded directly to Mohela, and Mohela does not respond to email requests re this payment, and has me on hold over 2 hours to try to speak to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am sure this is one of many complaints, but this has been so outrageous and taking a huge toll on everyone involved. PLEASE HELP US DEAL WITH MOHELA!! NO ONE can get through!! I have called for days straight and I am on hold for 2+ hrs plus!!! I can't get through and I am not the only one. This is absolutely unacceptable - we were all students and working to pay/deal with our loans. I am a working public servant - I serve my city. PLEASE hold MOHELA accountable for what they are doing, this is not right. We did not choose for our loans to be transferred to them. I am extremely worried and concerned for my loans and all those involved. They are purposely judging calls and not answering so that they can profit off student debt!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I can not contact a live human. I am trying to end the forbearance of my loans but I can not contact a live person to do that. I spent 30 minutes this morning contacting the number under Public Service Loan Forgiveness - https : //www.mohela.com/DL/common/contactUs.aspx - only to learn once I contact someone that I had called the DoE. Nothing on the website informs you that you are contacting an outside agency. I was not able to contact a human using main number listed - XXXX - despite 5 attempts. I kept getting disconnected. I am unable to address my issue, this will be very costly for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela will not answer any phone calls. I have been calling several times over the past few days, and receive an automated response that " due to an unprecedented amount of calls, we can not take your call. '' When I try to submit a message online to them, it says " we don't take online messages about this topic, please call us instead. '' and when I call them, they say they aren't taking calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 67037
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX : requested refund of payments made during COVID forbearance as permitted via CARES Act. Was told it is being processed. XX/XX/XXXX : Account balance still does not reflect this update/refund. Tried calling to get an update on my case number but have had troubles reaching someone on the phone. Experienced no call back after using the call back feature.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91765
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XXXX : Mohela was called, I requested a XXXX dollar refund for payments made in allowable refund period. Twice I called to ensure the refund was still processing, 10 days and 30 days after the initial call. There is no longer any way to contact them, I have called and waited on hold for up to XXXX hours and XXXX minutes. I can no longer trust that my refund is being processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested a refund for loan payments made during the payment pause and they told me it would take 30 days for the refund. It has been twice as long and my loan balance still has not been updated on Mohela 's website and I have not received my refund. I have called multiple times but the hold times have been hours long which I can not wait for during a workday.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03820
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, I've attempted to contact Mohela six separate times over the past two months for information related to my student loans, and I've been unable to receive any type of response. I've attempted to call them directly, send them emails, and submit complaints through their online portal at https : //www.mohela.com/DL/common/contactUs.aspx. At this point, their inability to respond about serious financial issues feels like gross negligence on their part as a student loan servicer. Please contact me at XXXX or XXXX if you would like records of my attempts to contact them. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On Monday, XX/XX/XXXX, I made an initial attempt to contact Mohela. I was on hold for XXXX hour before the call was hung up on. On Tuesday, XX/XX/XXXX, I contacted Mohela again to request a refund of the payments I have made to my account since XXXX of XXXX, after conducting some research on the Federal Student Aid website about this opportunity and Biden 's Loan Forgiveness. I was on hold for two hours again, only to be hung up on, again. I then called yet again shortly after and endured another 2.5 hour hold time. I was finally able to speak with a Mohela representative. She asked me for some identification information such as my name, birthdate, last four of my social, home address, email address, and phone number. I told her that I was requesting a refund to all payments I had made to the account since XXXX of XXXX. She informed me that it was now being processed. However, when I asked how long it would take to " process '' this and reflect on my account as well as when I would receive the refunded money to my account, she told me 90 to 150 BUSINESS days. I was immediately taken aback after hearing this. I was a pell grant recipient and am therefore eligible for {$20000.00} in forgiveness, though my loans were less than that. During the pandemic, I made about {$10000.00} in loan payments to two different student loan providers. This time frame is absolutely absurd and not realistic for those who are trying to apply for Biden 's Loan Forgiveness. It is also very unjust to withhold the money people have paid and need returned in order to support their living expenses. Other student loan providers are quoting much shorter wait times from 3-8 weeks and I have already seen many other students receive those refunds within the promised time frame. I had requested some form of confirmation that the conversation occurred and that Mohela was, in fact, processing my refund request. I was told they can not send out confirmation emails or anything to prove they indeed did send in the request. I realize that with the influx of calls Mohela is experiencing, having the money returned could take some time, but it is very concerning to me that they are saying this entire process can take 90 to 150 business days minimum when other student loan providers have a much quicker turnaround despite having thousands of requests as well. Currently, getting that money back would be life-changing for me as well as many others. So seeing other peoples loan providers reinstating their balance just 36-72 hours later after requesting it makes me very concerned that this company does not have our best interests at heart and could not care less about the life altering effects that their decision to ignore consumers is having on so many people 's individual lives and well-being.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84790
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A