Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been with 3 different nonprofit lenders in the last 10 years. XXXX was the last one before the current lender named Mohela which took over in the middle of 2022. StudentAid.gov said that I needed to consolidate my loans in order to be eligible for the Biden exceptions during pandemic. I consolidated in XX/XX/2022. I had also applied for PSLF just as my XXXX to Mohela transition was happening, and the XXXX exceptions were being assessed. This may have confused the issue for Mohela as they are not counting Pandemic timeframe as payments toward PSLF. I also audited the listing of all of the possible payments that could have been counted with the Biden exceptions in the attachments. It appears there are at least XXXX payments that count towards the XXXX. Mohela is counting XXXX. The current wait time to talk with Mohela on the phone is XXXX minutes but I have stayed on hold for upwards on XXXX minutes before being disconnected on XXXX occasions from XXXX. I am logging this complaint so that there is evidence that the steps requested by XXXX, StudentAid.gov, and Mohela were followed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29906
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 am in the PSLF program. My loans have been in repayment since XXXX, well longer than I need to have my loans forgiven. I consolidated my loans and was transferred to Mohela as my new servicer in late XXXX. My loans disbursed on XX/XX/XXXX. I resubmitted my employment certification form to MOHELA and received confirmation on their website on XX/XX/XXXX that my form was received. As my previous servicer was XXXX. My initial PSLF forms had been uploaded to them in XXXX at the start of the temporary waiver period. On XX/XX/XXXX, I received e-notification that there would be a 10 day delay in processing my employment verification form. I have not heard anything from Mohela. I just called their customer service auto service telephone number. When I entered my SS # and birthday, the automated system says that they do not have my loan information. I can clearly see my consolidated loan information on their website. Mohela has had my loan data since XX/XX/XXXX. With the looming deadline for the PSLF waiver, I'm concerned that I have been unable to get any account updates and information for over three months from Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX - Called loan servicer Mohela to request a refund on about 2 separate payments totaling {$2300.00} in student loan payments made since XXXX of XXXX. Was told that refunds would be given out within 30 business days max. Have tried calling on multiple occasions, have either been told by automated system that it would be a multiple hour wait or call would just end on occasion before hearing from automated system. XX/XX/XXXX - Able to finally connect to a representative, now told that refunds could take up to 90 days despite hearing that others who made refund requests of payments with higher amounts on dates later than XX/XX/XXXX having already received their refunds. Mohela seems to have no clear process or clear communication on where my request is at along the process. Understand they are tremendously understaffed and these workers are likely being told to recite same script to each caller but I have made financial decisions based around the fact I would receive this refund by the end of XXXX at the absolute latest. It is extremely worrysome and disappointing to be having this experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am having issues getting a hold of someone in Mohela. I qualify for the XXXX administration debt relief for low-income load borrows. It is impossible to get someone on the phone regarding the process and to get knowledge on what will be forgiven. I have called on numerous occasions with the wait time being as long as XXXX hours and no one ever comes on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have complained before on this issue and Mohela did NOT resolve it. I made several loan payments that have not been reimbursed to me. They referenced an amount that I received from a payoff I made to XXXX that they requested for me. in the amount of {$5200.00} on XX/XX/XXXX. This was for a loan that Mohela never had control over. There was several OTHER payments that I made that Mohela was responsible for requesting from the department of education because THEY HAVE THE LOANS NOW. These payments were on the dates below with the corresponding amounts. Per a conversation I had with a MOHELA representative in XXXX. She said they would be refunded and I never got them. XX/XX/XXXX payment of {$300.00} XX/XX/XXXX Payment of {$400.00} XX/XX/XXXX Payment of {$500.00} XX/XX/XXXX {$100.00} I WANT ALL OF THESE OTHER PAYMENTS REFUNDED TO ME as I requested on XX/XX/XXXX via a woman named " XXXX ''. XXXX was unable to request them because Mohela is their servicer now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On or around XX/XX/XXXX I called Mohela and requested a refund for the payments made after XX/XX/XXXX. The representative said that it will take 5 waiting days and then within 30 days I will see my refund. I called after a week and the representative said that my request was not even looked at and it will take another 5 days. It has been more than 30 days and I have no response from them. When I try to call, the wait time is over two hours and no option of call back available from them. I would like to know the status of my refund but no way to get to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ny loan was moved from XXXX to MOHELA. I received messages online stating I did not renew my IDR. The messages were dated XX/XX/2022 but received XX/XX/2022. My application for IDR was sent to XXXX XX/XX/2022. I uploaded the IDR form the same day, XX/XX/2022. I received another message on XX/XX/2022 that was dated XX/XX/2022 and stated they needed 10 more business days to process my IDR. As of XX/XX/2022 my IDR is still pending with full payment over {$500.00} due by XX/XX/2022. It has been over thr 10 business day and no response in regards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have attempted to reach out to Mohela regarding receiving a refund of {$15000.00} of previously made payments ( after XX/XX/XXXX ) so that my current loan balance becomes {$20000.00} ( I currently owe {$4500.00} ). I have requested a refund over a month ago and have not heard anything back, have not received a refund or had my loan balance reinstated, and I have no timeline on when this will happen. I have tried calling Mohela for an updated timeline many times, and each time I can not get ahold of a service representative. I need {$15000.00} refunded back to me ASAP so that I can get {$20000.00} forgiven when the form becomes available. If it takes much longer, I may be subject to interest payment when the pause ends on XX/XX/XXXX. This service is UNNACEPTABLE from Mohela. They refuse to give a timeline on when I will receive my money back, and I have been waiting well over a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I don't have any outstanding issues as of now. I am making this complaint in public interest. My complaint is that it is super hard to contact Mohela to get information. One has to wait for around XXXX hours on the phone to get in touch with someone at Mohela. After trying to get in touch with Mohela over many days in vain, i took one day off from work specifically to call them. I contacted Mohela, my student loan service provider via phone for information on student loan on XX/XX/2022. I called on their number XXXX. I was put on hold for XXXX hours and XXXX minutes. While I was able to get in touch with customer service at Mohela on XX/XX/XXXX after the XXXX hour wait, I had to forgo my income for that day. I am sure that many people are struggling with the same issue. When i asked the customer service person why there is such a long wait, i was told that it is due to the high call volume. In contrast calls i made to XXXX XXXX XXXX ( my first provider before loans got transferred to Mohela ) where answered in less than 10 minutes. I am sure than such a long wait time for Mohela is to dissuade people form contacting them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, On XX/XX/XXXX, I requested a refund of all loan payments that I made from XX/XX/XXXX to XX/XX/XXXX. Unfortunately I only received a refund for the XXXX payments that I made. A month ago, I requested the refund of XXXX $ payments that I made during XXXX that the company missed to refund me with the XXXX payments. I have been waiting for a month now to get my refund. Please help. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10031
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A