Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Called MOHELA on XX/XX/XXXX to ask for COVID-19 loan repayments refunded in full, all payments since XX/XX/XXXX, which is {$15000.00}. I was told by MOHELA operator that it would take 30 days and that I will be refunded through check. Even when I asked if I could be refunded through direct deposit, the operator said no it could only be through check. I asked if I could have confirmation for that request, either an email or a confirmation number, and was told that no there would be no confirmation. I called again on XX/XX/XXXX to follow up on progress and confirm request. I was told that it was received, said it could take 60 days, and that payment will be refunded the same way in which it was paid for, which was direct deposit. I am getting misinformation on the status of my refund and do not know what is right. It is now past the 30 days estimate and there has been no change or update on receiving my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were transferred to MOHELA in XX/XX/2022. I've submitted XXXX periods of employment for PSLF but MOHELA says I only have XXXX. I've emailed repeatedly and have been on hold on the phone for 2 hours just to be told that they can not find an account under my social security number, then the automated system disconnects me. I CLEARLY have an account, as I can see it when I log in to their website. No one will call me when I email. I can not get through on the phone. My PSLF paperwork is just sitting there. I should be eligible for forgiveness NOW. PLEASE HELP!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 645XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Ive requested that Mohela send me a refund for my student loan payments over a month ago and havent heard back from them or received my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60623
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans were transferred to Mohela recently. I have been trying to reach this company by phone ( only means of communication ) for over one week now. You can not email or chat with a representative. Each time I call, I am put in a wait cue for several hours. It doesn't matter what time I call. So effectively, there is no way to reach a live person or have communication about your student loans. I am trying to reach them because my reported loan information is inaccurate including my original loan amount and then number of payments made to date. Further more, it appears that I have gone from a interest of 1.97 % to over 4 % on the balance of the loan. My balance of my loan was suppose to carry a fixed 1.97 %. Additionally I am seeking and awaiting more information on the Biden One Time Student Loan XXXX XXXX debt relief. Per their site, applicants should receive " notification '' this month. I meet criteria for this debt relief and do not want to miss the deadline.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX by student loan was consolidated with MOHELA from XXXX to take advantage of the temporary changes made to XXXX. I submitted my XXXX forms to XXXX XXXX as they were processing MOHELA 's XXXX forms at that time. I have had very little communication from MOHELA. I have XXXX payments made towards my loans however they are showing XXXX payment. I have also called on multiple occasions to make a XXXX time payment of XXXX and been put on hold for over XXXX hours XXXX days in a row and then MOHELA hangs up on me before speaking to a representative. This large payment needs to be made in the month of XXXX because I am also participating in EDRP through the VA medical center. In XXXX I sent emails to MOHELA and have not received a response other than " Your recent request has been received and is expected to be processed within the next XXXX business days. '' I received this message XXXX. MOHELA is not responding to its consumers in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 264XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested a complete history of my payments so I can apply for XXXX after my XXXX XXXX XXXX loans are separated under the new Law XXXX just signed. They have not provided the requested info and time is running out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I initially contacted MOHELA on XX/XX/22 to receive reimbursement for my student loan payments made during forbearance. I was told my reimbursement would be received via direct deposit up to 30 days. Currently as of XX/XX/22 I have not received any deposit to reflect my request. I have been attempting to contact the servicer to request an update on this matter but customer service is unreachable due to unrealistic wait times. The call menu is a blockade of automated messages followed by confusing selections to be added to the waitlist of callers. Once added to the waitlist the wait times have been XXXX minutes or longer. I have had no ability to speak to a representative due to this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX - began sending secure messages through my account portal on Mohela 's website asking for the status of my application for the limited XXXX waiver. XX/XX/XXXX- sent another message same as above. XXXX/XXXX/XXXX - sent another message same as above __ STILL HAVE RECEIVED NO RESPONSE___ XX/XX/XXXX - tried calling Mohela customer service more than XXXX over a XXXX hour period. Spent XXXX hours on hold at XXXX point. Nothing. No response from company. Can not find out if my application is with them or if I will miss out on the limited PSLF waiver which is due by XX/XX/XXXX. This company is absolutely ignoring customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72703
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I attempted to apply for Public Service Loan Forgiveness. When I applied in XXXX, they told me my employer didn't qualify. I submitted my W2 to prove that my Agency is a regulatory agency under The State of Oregon and does qualify. They updated my PSLF count to having made XXXX qualifying payments. I applied again, 3 months later, because I considered myself to have completed the terms required. I have worked for the The State of Oregon for 13 years. They again indicated that my Agency did not qualify, even though my employer had not changed. I resubmitted my W2 and they eventually determined it to qualify a second time. Then I was given an updated letter, but showing the SAME qualifying payment count as when I applied in XX/XX/2022. I qualify for loan forgiveness, but instead of forgiveness being granted, my loans were transferred from XXXX XXXX to Mohela, who also has not helped me solve this issue. I feel this is unethical.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan has gone to MOHELA, the company is trying to say I don't qualify for a burrowers debt relief. When the trade school I went to closed due to fraud. I have a newspaper article naming the school I attended and information proving the school was under investigation and that several schools, owned by the same company went bankrupt and was sued. MOHELA is claiming that there records show that I went to XXXX, which is an XXXX program that started in 1986. The records for my school are incorrect and now MOHELA is no longer offering assistance in fixing this issue. The name of the Trade school I went to was called XXXX XXXX XXXX. It Closed in Dec.of 1986, MOHELA Is aware of this incorrect information and was giving me the original school name until I refused to accept a loan forgiveness that requires me to pay {$900.00}. Untill this school confusion is resolved I will not be able to apply for the proper forgiveness. And shouldn't my loan company be trying to help me? Not, themselves?!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 955XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A