Date Received: 2022-10-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XX/XX/XXXX - XXXX - disputed XX/XX/XXXX with CFPB and requested account to be removed as it is a violation of 15 USC 1681 section 602 A, my right to privacy, 15 USC 1681 section 604 A section 2, a consumer reporting agency can not furnish an account with my written instructions and 15 USC 1681c. ( a ) ( 5 ) section, no consumer reporting agency may make any consumer report containing any of the following items of information other than records of convictions of crimes... I am requesting to have the account deleted from my credit report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 262XX
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: Problem with customer service
Consumer Complaint: I have been trying to get in contact with Mohela Customer Service and the phone keeps disconnecting. I checked my online and there was no update on my PSLf count After XX/XX/2022 I currently have XXXX Tslf and XXXX PSLf with over XXXX qualified payments. Mohela never advised me I need to update my certification from my employer. I completed on XX/XX/2022
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34953
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: Problem with customer service
Consumer Complaint: I applied to consolidate my loans with Moehla in early XXXX. I have called several times since then and keep being told it should be processed by the XX/XX/XXXX deadline to apply for XXXX. I have called several times this month ( now XXXX ) and cant even reach anyone. Ive been kept on hold for hours at a time with no one ever answering. My loan still has not been processed and with no way to get in touch with anyone I fear I will miss the deadline
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2022-10-26
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: Refuse to acknowledge my certification from my Not for profit organization. Im a XXXX XXXX and have submitted my information back in XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/22 I called Mohela to voluntarily pay off several of my student loans during the covid pandemic forbearance period. The agent that I reached verified the amounts to be refunded to me which is the amount of {$17000.00}. I asked the agent for confirmation number or a receipt. However, did not receive a receipt or confirmation number that the refund had actually been initiated. I was told to check my account periodically and so far nothing has changed and it is now XX/XX/22. I have tried several times to connect with an agent with over 2 hours of waiting on the phone and they have not seemed to be able to tell me what is going on with my refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have contacted my current student loan servicing company and the Federal Student Aid office to obtain the original loan application for my spousal consolidation loan as well as my Master Promissory Note. I was told by MOHELA that I would receive my MPN emailed to me within a couple of business days. That was on XX/XX/XXXX. I have sent follow up emails and still have not received a response. I was told by MOHELA to contact the Federal Student Aid office to get a copy of the loan application for my spousal consolidation loan. The FSA told me to contact MOHELA. This was also on XX/XX/XXXX. I have sent multiple emails and have received nothing. I would like a copy of my Master Promissory Note and the original application for my Spousal Consolidation Loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 633XX
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: For the past 10 months I have submitted my application 3 times via mail, fax, and uploading straight to the website for PSLF to both MOHELA and XXXX. Neither website says they have received my loan and the XXXX XXXX number for PSLF and website says they can't find my account. However I am able to login to my account online. I have tried to call multiple times and emailed the website. Each time I call I am on hold for over 2 hours each time and nobody answers the phone. I would like to be able to reach someone and submit my PSLF before the deadline XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 759XX
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: As part of the the XXXX | XXXX administration forgiveness program, I called MOHELA on XX/XX/XXXX to receive a refund for all payments I made during the COVID payment pause. The transaction was simple enough and I was told to expect the refund within 30 days in the same manner I made payment ( electronically ). On or around XX/XX/XXXX, I called for a status of my refund and was told that it was processed and again would take 30 days to receive from the initial request. After still no updates to my MOHELA or Student Aid account, I called MOHELA for a third time on or around XX/XX/XXXX. After a XXXX wait to connect with customer service, I was told that it was processed, but now it was going to take XXXX days from my initial request. I'm getting updates from others whose loans are serviced by other servicers like XXXX XXXX and XXXX, who made their requests around the same time or after I did, who have already started receiving their refunds back. I need to get this issue resolved so that my account will properly reflect the correct balance when I am finally able to apply for forgiveness. There doesn't seem like there should have been any reason to get my refund to me when I made the request so early on in the process. I appreciate any assistance that can be provided by CFPB or MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80110
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently approximately 96 qualifying payments into PSLF and on an income-based repayment plan. I read on the federal student aid website that I could recertify my income without recalculating my monthly payment. I selected that option and sent a recertification application ; however, I noticed that my payment was recalculated and increased significantly. Additionally, MOHELA says that I will begin paying the much larger amount after XX/XX/XXXX, even though the federal student loan website clearly stated that recalculated income-based repayment would not go into effect until one year from the recertification date ( if before XX/XX/XXXX ). Additionally, I made a payment in XXXX, during the payment pause. I have tried to contact MOHELA about this, but on the rare event that I make it through the 3+ hour wait, they say they don't have information from XXXX more than a month after the loan was transferred. I need to have these issues clarified before payments resume in XXXX or it could cost me thousands.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33183
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX To whom it may concern : This is a formal complaint about the educational loan provider Mohela. In my journey of education, I have had my school loans housed by many different providers. Mohlea in past, was very helpful. Now.not so much. I have been trying to apply for an income-based repayment program. I was on a income based repayment program prior to XXXX and I am now required to reapply for the program. This is what I have been trying to accomplish since XX/XX/XXXX. After the process of applying for the program through studentaid.gov electronically, I was to have my husband create an account and co-sign for me. As Im sure Im not the only one, this is not always an easy option for me. I went back to Mohelas website and found a paper copy to download in order for me to hand write and just obtain my husbands signature. I uploaded this along with a copy of my XXXX federal tax return on XX/XX/XXXX. I then received notification that the application would be processed in XXXX business days. I then receive electronic correspondence on XX/XX/XXXX informing me of a processing delay. On XX/XX/XXXX, I access my documents uploaded on my account profile online and see that the application was cancelled with no communication to me for the reason and I was never contacted for any needed of additional information. Not via electronically, phone or mail. I tried to call several times in XXXX but was only met with a recorded response about the programs that didnt apply to my situation. After listening to about XXXX minutes of recording, the recording stated to call back during business hours. This puzzled me because it as in the middle of the day during my work break. Only after several attempts I decided to listen for a little bit longer after this request to call back during business hours only to see that the recording then moves on to the next menu where I am now able to select what Im calling about. This was frustrating and I felt very deceived. So I reapply and reuploaded the same documents. The application form printed from Mohelas website and a copy of the XXXX federal tax return. I also composed a formal complaint letter and attached it to my uploaded application. This was on XX/XX/XXXX. XXXX. I received an electronic message and a phone call on XX/XX/XXXX from XXXX, a supervisor with customer advocate department. If course she called when I was unable to answer my cell phone due to being at my full time job. The voicemail consisted of a generic message of please call us back about a very important message and then listed the phone number ( the main line ) and the hours and of course, ends it with this is a call from a debt collection company in an attempt to collect a debt. So I call back later in the evening with about a 10 minute wait time. The customer service representative was very eager to try to help but had no idea why XXXX called me. She said that she saw I had an application pending. ( from XX/XX/XXXX ). She said it looked like it wasnt looked at yet and would put an expedite onto it since the XX/XX/XXXX repayment deadline was coming up. ( Later it was then changed to XX/XX/XXXX ). I did thank her for this. I asked if she could tell me why the original application from XX/XX/XXXX was cancelled. I mentioned that I received no information about it. She looked it up and said it was canceled due to duplicate information. This puzzled me because I sent in ONE application and ONE copy of my tax return. How was this duplicated information? Next I receive electronic communication from Mohela on XX/XX/XXXX about a application processing delay. No big surprise there. The same steps that happened in XXXX and now happening again. About 2 or 3 weeks later, I check online and my status was still pending. I received notification of an electronic message on XX/XX/XXXX and the letter is dated XX/XX/XXXX. I was denied due to not providing income documentation and proof of family size for the period of time since I was last on the program. I did not receive ANY communication requesting said documentation. Not to mention the application asked for now many children are in my household and if Im married. The application states how many people are in my household and the XXXX tax return shows the social security number of my spouse and each of my children. Does this not provide proof of family size? Also does a tax return not show proof of income? Next I get correspondence on XX/XX/XXXX stating a request for more information ( in the email header ) and in the email is asking to provide income documentation and family size from since I was on the income based plan. So I upload my last 2 pay check stubs and the last three years of my tax returns. I dont know what else they are looking for as everything was so vague. Today, XX/XX/XXXX, I now get another phone call from XXXX, the supervisor as the customer advocate, asking to call back at the main line. Now again, Im waiting to get through the XXXX minutes of pre-recorded messages only to have the system repeat three times to me I didnt get that before putting me in a que with a wait time of XXXX minutes. Well over 2 hours later.I gave up. I work XXXX jobs to make ends meet and have XXXX kids. My husband works too. My main job is customer service and reputation management and this treatment is horrible. Im also required to answer the phone at my job. I can not wait on hold for over 2 hours to talk to someone. Mohela DOES NOT offer call back options. Other reputable businesses and services at least offer that. Mohela DOES NOT offer email communication options. Heck even doctors offices know how to have secure email message as an option to streamline customers needs. Their website has a send email button in your user account. Only to be re-directed to their contact us page where you can only call or upload documents. This is such poor service and if you just go to the XXXX or their XXXX page you can see so many angry and frustrated people. Many records of having to wait for over XXXX hours just to have someone not have an answer or get hung up on. Their response? .ask for a supervisor. Ok apparently thats another XXXX minute wait. In this day, NO ONE has the time to spend their entire day on the phone just tying to get a reasonable payment that isnt another mortgage payment after attempting to apply the proper way 2 times prior. And providing anticipated documentation only to be cancelled without explanation. Im trying to be a responsible adult and repay the loan I took out. How am I supposed to go this if the only way to communicate is through their phone number and wait for a extensive period of time. This is ridiculous. I am seriously concerned that I will be unable to get this resolved before payments start back up on XX/XX/XXXX. I worked so hard to get my credit score to a good place after having to struggle with daycare payments for XXXX children. I am concerned that I will not get this resolved, which in turn will be a required payment of $ 1500 year month, which is more than a single paycheck for me. I fear I wont be able to pay and that this situation will destroy my credit. Ive been trying to get this finalized for THREE MONTHS now. At this point Im not interested in waiting on hold for over 3 hours to speak to someone who cant help me. What I need is a direct number to a supervisor or a direct number to someone who can help me. Even if I have to let a message and wait for a call back. Or better yet, process my application or tell me clearly what you need from me. Or may be a responsible company and set up chat features, customer call back features or set up a darn secure messaging system or hire more workers. Anything!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A