Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA has utterly neglected its duties as a servicer on two fronts : 1 ) failure to send me a letter confirming closure of my previous ( non-federal ) student loan account with them after I paid off those loans, and 2 ) failure to make its website and its phone lines operational and accessible to address problems for those who have federal student loans that MOHELA is now in charge of servicing. From approximately XXXX through XX/XX/XXXX, I had loans held by MOHELA due to my XXXX attendance at XXXX XXXX in Missouri. I paid off those loans in full ( in the amount of {$4500.00} ) on XX/XX/XXXX. Yet I have not received a letter or any other communication verifying that that account is closed. Fortunately, I printed out the receipt confirmation for my records, and an alert on my credit report says an account has been closed. But MOHELA has failed to send me any letter reflecting this, and that is unacceptable. Moreover, since my federal loans transferred from XXXX to MOHELA, I have been completely unable to view any of my info on MOHELA. The site won't let me go beyond logging in, despite all my troubleshooting. The site also won't allow me to create a new MOHELA account to view my federally-held student loans. To clear up this problem, I tried calling MOHELA 's helpline at least five times over the last month ( since XX/XX/XXXX ) and encountered wait times ranging from 100 to 125 minutes in each instance. No one answered even after I waited the entire 100+ minutes. I was curious about whether this problem was common and decided to do some digging ; I found dozens of XXXX threads of people experiencing the same unbelievable wait times and inability to reach a human being at MOHELA. Wait times of over 100 minutes are beyond ridiculous. What will happen once the debt cancellation application opens and I'm still unable to access MOHELA 's site and helpline? What will happen to millions of others like me? In summary, MOHELA has failed in its duties as a servicer : 1 ) failure to send a letter confirming closure of my previous student loan account with them after I paid off those loans, and 2 ) failure to make its website and its phone lines operational to address problems with access for those who have federal student loans now serviced by MOHELA. This is beyond outrageous, and the CFPB has a responsibility to take action to protect millions of borrowers like me from MOHELA 's unscrupulous behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had my PSLF application sent over from XXXX to Mohela back in XXXX. I have been unable to get through to anyone to tell me the status of my application since then and it is now XXXX. Most recently Ive been on hold with them upwards of two hours with still no rep to answer my call much less any questions. The deadline is soon approaching and Im worried I wont be able to have my stuff taken care of
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97701
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: This is about Mohella ( XXXX ) and XXXX XXXX closings I have had loans from XXXX XXXX XXXX and XXXX XXXX over the past 7 years. XXXX is now closed and lost accreditation a year ago. XXXX XXXX XXXX lost accreditations I have about XXXX im loans and can not benefit from education, years time and money spent. I was defrauded by the school. Unaware of it state and any closings which happens abruptly. I should not be responsible for any loans and its should be cancelled immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA intercepted my student loans during consolidation for the purpose of PSLF. As of XX/XX/XXXX, they have restarted my loans at a higher interest, disqualified me from my qualifying payments and cancelling each document I submit. I have been in public service for over ten years with student loans dating back to XXXX. I have filed a complaint with DOE and MOHELA with no response. They do not offer options to resubmit information or recalculate their error. It was a scam for MOHELA to obtain all student loans, gain interest, and complicate the process with no way to track or resolve any issues. I have uploaded employer documentation at least three times and the online portal says " not verified ''. When I call, it goes to an automated line where I have to input my DOB. The response is " your information can not be found ''. I don't know what else to do and the deadline for PSLF is XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela has lied to me and many other borrowers about turnaround time. I am afraid they will not refund my loan, that by law, they must refund if during the COVID-19 Pandemic ( within the last year payments were made ). I have tried calling and been on the phone for hours. I dont know what to do, they have lied and many people are having problems reaching them. It has been close to 50 days since I talked to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93257
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I made a request to my loan servicer, MOHELA, on or around XX/XX/XXXX for a refund of all loan payments made since XX/XX/XXXX under the CARES Act. MOHELA was not able to give me the number or amounts of transactions, or a timeline for the refund to be processed. As of XX/XX/XXXX, no changes have been made to my account balance nor has any refund been received. No communication regarding my refund status has been received. A call made to MOHELA on XX/XX/XXXX to request an update on my refund request was refused by MOHELA 's automated answering system. No means of contacting a service representative is otherwise provided.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Despite requesting the removal of an in-school deferment both XXXX XXXXXXXX and MOHELA have continued to place my loans back in deferment. They have been difficult to contact by email and wait times on the phone have been in excess of 2 hours consistently. Please see attached form confirming that I have requested the removal of this deferral yet loans are currently still in-school deferment as evidenced by the attached PSLF application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I called MOHELA and requested a refund of loan payments I made during the COVID pause. XXXX days later on XX/XX/XXXX I called to confirm the timeline and was told I would receive the refund in 30 business days or less. On XX/XX/XXXX I called again to follow up, waited over two hours to speak to someone, and was told that the timeline was now 60-90 days. The representative and their supervisor both said they could see the call record showing I had been quoted 30 days but there was nothing they could do to honor that timeline. I waited more than two more hours trying speak to another supervisor but eventually the MOHELA system hung up on me. My loans were paid off in full during the pause - and just prior to the PSLF limited waiver announcement. I am eligible for PSLF under the waiver, and should be able to receive a refund of approximately $ XXXX paid between XXXX and XXXX following my first XXXX qualifying payments. But my COVID pause payments must be refunded first in order to return my account to active status. PSLF forms under the waiver have to be submitted by XX/XX/XXXX. The MOHELA rep who quoted me 30 days for refunding my pandemic pause payments reassured me that I had " plenty of time '' to submit PSLF forms, since it was then late XXXX. Now, more than a month later, if MOHELA does not issue my pandemic pause refund very soon I will have to submit my PSLF forms first, which I am worried will result in a denial of the PSLF refund of overpayments to which I am entitled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I need the Master Promissory Note from MOHELA FOR ACCOUNT XXXX. I want to apply for Public Service Loan Forgiveness but have been told my loan is not eligible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone stole my identity used it to get students loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A