Date Received: 2022-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: According to my servicer, MOHELA, as of XX/XX/2022, I have XXXX eligible payments towards PSLF. I have XXXX qualifying payments of the XXXX. I submitted my paperwork in XX/XX/2022 and was told by XXXX that they needed me to resubmit it. I submitted it again in XX/XX/2022 before my loans were transferred from XXXX to MOHELA. As of XX/XX/2022, MOHELA claims I am not eligible for forgiveness because the box " STILL EMPLOYED '' was not checked. I have a copy of the form submitted initially to XXXX and MOHELA. That box was checked. They are saying I should resubmit the form. I have qualified for PSLF. They refuse to acknowledge that and discharge the loans. At this point, I have applied for forgiveness three times during the period I have been eligible and have not been granted forgiveness. Communication from MOHELA before the transfer stated that any ongoing applications would be honored and no further action was needed. They acknowledge that I have XXXX qualifying payments ( in reality, XXXX since I am still employed at the same institution ) over the XXXX. I am still employed at the same institution as I indicated. They engage in shady business practices. They not only deny people eligible for forgiveness, but they also provide a phone number that no one answers. It is a pre-recorded message pushing you to their website. After several minutes, you are given the option to speak to someone, but they put you on hold until they hang up on you. No one will assist you. I would encourage you to try and contact them at their PSLF line XXXX XXXX XXXX XXXX. You will not be able to speak to any representative who can assist you for any reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74464
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Good morning! My PSLF information was added to my Mohela account today but my last 2 consolidation loans are missing the 24 ineligible payments that should have transferred with the PSLF waiver. Loans 1-4 all have 24 ineligible payments and my loans 5 and 6 show 0 ineligible payments. The PSLF waiver states that all payments should transfer over to consolidated loans. This is important because I expect for these payment to count when the IDR waiver is applied. I do not want these to become hanging loans when my new Employment Certification Form is applied. Please help! XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called Mohela on XX/XX/XXXX to request a refund of payments made during the payment pause. During that call, I was told the refund would take up to 30 days. I checked XXXX and saw that some were being processed faster so I called on XX/XX/XXXX to confirm they still had my request. They said now the wait time is 4-6 weeks. I called on XX/XX/XXXX, and now was told that the wait time is 90 days. When I asked what Mohela intends to do, I was told there is no plan to ensure that the money is returned to me before the applications close on XX/XX/XXXX. This impacts my ability to request debt relief as my account is paid off. I need to show a balance in order to qualify for debt forgiveness. Additionally, the hold times are exponential. It tells you 1 minute, and takes upwards of an hour. Based on this and other complaints Ive read, its apparent that Mohela intends to run out the clock on refunds preventing borrowers from obtaining student loan forgiveness. See cease and desist from XXXX and XXXX. It should be noted at the time of repayment, I was living in CA as my husband was XXXX at XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have an error on my credit report involving XXXX XXXX XXXX and both mortgage and student loans. Iam a single parent and a deceased veterans widow. In XXXX I moved to XXXX Ga and utilized my VA loan to purchase my first home for {$180000.00}.. On XX/XX/XXXX. I sold my house in a short sale for {$150.00}, XXXX. My mortgage account was paid in full leaving a balance of XXXX I attendee graduate school, from XX/XX/XXXX to XXXX. Earning dual subject masters .I received a small portion of my education loans from XXXX XXXX XXXX XXXX XXXX All of my loans collectively are about XXXX, XXXX, inclusive of my undergraduate and graduate loans. I am disputing amount of {$180000.00} that was added to my school loans in XXXX. I have no class or educational loans in the period of XXXX to XXXX that required me to obtain a loan for the disputed amount. In fact collectively my student loans for my graduate and under graduate programs were leas than the disputed amount of almost $ XXXX debt added to my loans whom where being serviced by XXXX XXXX XXXX XXXX I spent XXXX until XX/XX/XXXX XXXX XXXX credit report reflected the removal of the disputed amount 0f {$180.00}, XXXX A great XXXX present. On XX/XX/XXXX, all federal student loans were assigned to MOHELA for loan servicing. I was told there was an error but no one will correct the account. I have disputed with the credit bureaus and the new agency Mohela. I also submitted communication from XXXX admitting that I had a mortgage with a very similar amount which was paid in full. Due to XXXX laws XXXX XXXX admitted that they can not change account data, all credit reporting was deemed accurate. I also filed more than XXXX disputes with XXXX credit report I am now claiming identity theft because this is not my debt. XXXX always agrees with a judgement favoring the creditor. Regardless of my supporting documents no one will attempt to correct this negative debt. Intially my credit plummeted due this notation I was unemployed and my credit report implied that I had ( at that time ) {$300000.00} in student loans.m the majority of that would have been the amount I am disputing. An amount close to my mortgage balance paid in full XX/XX/XXXX. XXXX. XXXX customer service explained that they input all data on behalf of the creditors. Please see my communication with XXXX XXXX dated XX/XX/XXXX th XXXX XXXX agreed ( with my written permission ) to contact the credit agencies and request that they remove the trade lines and narratives associated with this disputed inaccuracy. In short, I believe that my having financial accounts ( mortgage and school loans ) in the same bank caused an administrative error. My mortgage data was placed under student loans both transactions ( loan and mortgage had an identical reference number. I have contacted all parties involved in this dispute. There have been no corrections by XXXX OR Mohedla have made no corrections to my credit report. I did not have a educational loan for $ XXXXdispersed in one semester between XXXX XXXX, ever. This is identity fraud. I believe a careless administrative error has depleted my credit score. Has affected my income and economic growth potential and my ability to apply for credit. I have read reviews and blogs about the negative impact, m inaccuracies and administrative errors affecting some student loan account holders. A large majority are a result of the XXXX loan service provider change. The transition. to Mohedla has been problematic Anything to clear this up would be appreciated. Please see supporting documents XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91405
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called in more than XXXX to XXXX about why my " payments '' wasn't accepted under PSLF. They had told me it was because of 1-2 minor check box in the form that was incorrectly placed. So I corrected them. Then I called back and they said to wait a couple more months, only to tell me that the new forms were also missing 1-2 minor details. So I resubmit the second time. Called back. They told me to wait a couple more months. Call back and all they said was sorry 1 form wasn't processed and by the way your loans have been transferred to MOHELA without them sending me any courtesy email/message or the so called " welcome package ''. Their only response is call mohela it's not our problem now. While that's half truth, I have messaged/emailed/called MOHELA to no avail. Today is my third time calling MOHELA and I was placed on hold for 3 hours before someone picked up the phone. I asked if I can get a callback if the lines get dropped, and they replied " sorry no we have XXXX others to answer ''. Calls got dropped. Called back XXXX to ask if they can do a courtesy email to verify with MOHELA that they receive my account. And they say absolutely not. " so you transferred XXXX of your client info all to mohela, and you can't even email them to verify if they got my package from you ''. XXXX replied yes. Is this lazy or irresponsible? How is it that they're my servicing providers for so many years, and upon sending my data/forms to a different company they can not verify or send an email to that company to verify? I have tried to call Mohela myself and check online but Mohela is not picking up calls on all 3 days and not responding to my messages/emails. Meanwhile there is a dateline on the waiver XX/XX/2022. Can someone from MOHELA and XXXX actually assist instead of passing the ball to the next court with no responsibility whatsoever? And mohela, how are you not picking up any calls?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan was with XXXX XXXX and I asked why it wasnt updating the payment counts with the expanded forgiveness program they said they would before transfer and did not. I have tried numerous times to call mohela who the loan is with now and you can not talk to an agent. The 1st i talked to an agent about my loans the amount of processing went from 10 days to 3 months in that phone conversation. They could not tell me if all my paperwork with transfer with the loan like my pslf certification paperwork. Since the loan has uploaded in the system it still has not uploaded the payment counts with the expanded pslf and Ive spend hours upon hours on hold waiting to talk to an agent and it never happens. I want the payment counts with the expanded pslf payment program updated before the program ends this month and information on when will updated but you can not talk to anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been trying for weeks to get ahold of my Student Loan Servicer MOHELA and can not get through to anyone after waiting hours on hold to try and get a refund for payments I have made during the pandemic. Initially their website " customer service phone number '' directs you to Studentaid.gov it's not even their phone number. There isn't any application for refunds or anything on their website regarding this. I Have also tried to email them from their website twice with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91360
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the XXXX XXXX XXXX XXXX program through my servicer, Mohela, on XXXX/XXXX/2022. The application included three employer certifications with over 12 years of qualified service. My loans were originally held by XXXX XXXX then XXXX and finally consolidated with Mohela. Mohela on XX/XX/2022 sent a letter denying my application stating only 4 payments were eligible and 0 were qualifying. Mohela appears to have ONLY considered the payment due dates since the they took over loan servicing. They are NOT including all the previous payments with the other two loan servicing organizations. This action is in clear violation of the current PSLF waiver.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, My federal student loans were recently switched over to Mohela last month. I am enrolled in the XXXX program - currently with XXXX approved monthly payments. On XX/XX/2022 I submitted an updated XXXX form in order to update my qualification status towards the 120 monthly payments. On XX/XX/2022 I tried calling the Mohela XXXX help line to see what the status is regarding the form being reviewed, as my online account says the form is still in processing. However, I ran into an issue with the customer service prompt when calling Mohela. The Mohela automated call system required me to enter my social security number and date of birth in order to proceed to speaking with an actual agent. I entered this information into my phone when prompted, but the automated system said I also did not have an active account ( despite the fact that I can log into a Mohela account and see my information ) and it sent me back to the beginning asking for the information again. I tried entering this info a few times but was unable to get through. Just in case there was an issue with the PSLF system, I tried calling the regular Mohela ( non PSLF ) help line and was asked for the same info from that automated system. I am requesting help from the CFPB because we can not get in touch with an agent, I am now concerned that my XXXX form may not have been received, and that there may be a potential issue with my account, as the automated system did not recognize my SSN & DOB. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2022-10-17
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: Due to the new rules for Public Student Loan Forgiveness ( now TEPSLF ), my student loans are eligible for full forgiveness. In the beginning of XXXX, I was notified by the Dept of Education that 30 payments would be added to my payment count under the new TEPSLF rules. I continue to be employed at the same employer since XXXX. The length of employment and number of qualifying payments both made me eligible for forgiveness immediately. On XX/XX/XXXX, I submitted my employer certification form to XXXX and was notified that it was received and accepted. Since the initial 30 payments, there has been no communication on my account, nor any updates made to the number of qualifying payments that have been made. I called XXXX on numerous occasions to check the status of my account, and after waiting an hour on hold to speak to someone, was told to continue to wait, and that my payments would be approved in batches. I messaged XXXX through XXXX XXXX on XX/XX/XXXX and received a response on XX/XX/XXXX telling me that they would send my account over to their team to review and I would be receiving a phone call within the next few days, which I never received. My loans were then sold to Mohela, and I am spending an hour plus to speak to a customer service representative only to be told that either they have no record of my loan, or that I need to contact someone else to inquire about my loans. Meanwhile, I am a member of many online communities where others have applied for TEPSLF well after my application and received forgiveness within days or weeks of their applications. I understand there is a backlog of accounts requiring review, but it's unfair for applications that were submitted long after mine to be getting addresses while mine has been bypassed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A