Date Received: 2022-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been a XXXX employee for over 10 years with one year-long break in XXXX working at a state agency. In XX/XX/2022, I twice faxed my Public Service Loan Forgiveness paperwork to Federal Student Aid per their instruction. Despite having both confirmation sheets that the faxes went through ( note we were not allowed to scan and email the signed PSLF paperwork ), I was told my paperwork was never received. A few months later, Mohela took over servicing all Public Service Loan Forgiveness applications. I have twice received paperwork stating I am not eligible for PSLF because when I consolidated all of my loans, it appears that I have only made 2 payments total ( despite having made over 120 qualifying payments under President Biden 's loan forgiveness program that allows any type of payment up until XX/XX/2022 ). In calling Mohela in XXXX, they said my account would be updated by the beginning of XXXX to reflect the accurate number of payments. It is now almost mid XXXX and my account still shows that I am ineligible. Instructions on Mohela send me back to Federal Student Aid to check how many eligible payments I have but when I enter my employer ID, it says I do not have 120 qualifying payments and will not allow me to advance beyond that point ( unless I confirm that I do not have 120 qualifying payments which I refuse to do ). I have since downloaded my history of loan payments to XXXX and the Department of Education ( XXXX ) in the hopes this will be sufficient 'proof ' but am not sure what else to do. I am in a perpetual loop of being shuffled between these 2 incompetent organizations and fear that if I do not get a lawyer to sort this out, I will not have my XXXX in loans forgiven despite 10+ years working on some of the toughest issues the Department of Defense is facing. I have a XXXX and can not figure out this process despite putting all communications in writing and contacting each organization multiple times. I am out of options and know my loans will resume in a few months. Besides contacting the XXXXXXXX XXXX is there anything else I can do?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called Mohela in XXXX to request that payments I made during the COVID pause returned to me. The representative gave me a timeline but it has now been a couple of weeks beyond when she said it should be returned to me. I have tried to call Mohela again several times but their wait times are several hours long and I just don't have XXXX hours to sit on the phone waiting for service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA is grossly mishandling the PSLF eligible payment processing of individuals who have applied for the limited service waiver. My fully signed, fully completed PSLF form was sent by certified mail in XXXX of XXXX. XXXX XXXX sent me a letter back in XXXX of XXXX saying they had my form and were certifying my employment to check eligible payments. In XXXX of XXXX, I received a letter saying my employment was eligible. My account was sent to MOHELA as I was found to be eligible, but MOHELA is only showing my and many other people as eligible ONLY since XXXX of XXXX. This corresponds with NOTHING on the PSLF form that I ( and I assume others submitted ). I have been at the same eligible employer for longer than that! MOHELA will not respond to emailed complaints through their own site to correct the issue, even though their site claims they will respond. When form status is checked, they claim they have not loaded the form into their system, and it could take up to 30 days, but they have on their site the letter that says the loan service has had my form for months. They are doing this to many, many people and I believe are purposely mishandling the issue to try and claim people aren't eligible by the XX/XX/XXXX limited PSLF waiver deadline. Please see the XXXX thread here, where folks are all complaining about the arbitrary XX/XX/XXXX eligible date for payments that has nothing to do with what they filed. https : XXXX This is gross negligence with a waiver deadline looming. MOHELA is going to cheat people out of loan forgiveness by intentional negligence. There's no reason forms that have been filed for months are not loaded/evaluated. We're not last minute filers. And there's no excuse for simply not responding to written complaints.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 626XX
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022, I called my loan servicer MOHELA to refund the amount of {$3500.00} I paid on XX/XX/2022. The MOHELA representative said she will submit the full amount refund request for me, and the process XXXX be take about 90 days. From the day I called MOHELA, I never get any message like a request confirmation from them, and there was nothing change in my student loan account too. Therefore, I have no way to track my refund status. I called them again to track my refund status XXXX on XX/XX/2022, but I even not able to reach to them at that time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94134
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made over 120 qualifying payments toward PSLF but I only have two payments showing as qualifying. I had been with XXXX XXXX since XXXX, having only Direct Loans. I was on track for forgiveness. The limited waiver was applied to my account in XXXX of XXXX. The payments across my loans were now different for unexplained reasons. I consolidated the loans to obtain the correct highest counts across all of my loans. The consolidation completed in XXXX of XXXX. I was forced to choose Mohela rather than XXXX at the time of consolidation. I have since had an employment certification form processed by Mohela in XX/XX/XXXX. The payment count on the consolidation loan was updated from zero to two payments. I contacted Mohela regarding when the qualifying payment counts prior to consolidation would be included in the total. Mohela indicated that they would be included by the end of XX/XX/XXXX. In the beginning of XX/XX/XXXX, I filed a compliant with the FSA Ombudsman group. The FSA Ombudsman group has indicated that XXXX XXXX is supposed to update the count, Mohela is supposed to update the count, and that the Department of Education is supposed to update the counts. I have contacted each of the Mohela, XXXX XXXX, and the Deptartment of Education, but no one seems to know who is supposed to update the account. I contacted the Ombudsman groups at each of Mohela and XXXX XXXX while on the phone with the FSA Ombudsman. The FSA Ombudsman group told XXXX XXXX XXXX Ombudsman that XXXX must transfer the loan information to Mohela to get the counts updated. The FSA Ombudsman later told Mohela 's Ombudsman that the waiver will not be applied until later in the fall. I told both that the waiver had already been applied to my account in XXXX of XXXX. The FSA Ombudsman then said that I had to wait longer. When asked how much longer, no answer was provided. The FSA Ombudsman indicated that they have no timeline in which to process the waiver, that it can take years, and that I have no recourse. I have only had Direct loans and have only had one employer - the federal government. XXXX is in my promissory note. I have made over 120 qualifying payments and over 118 of them are not being counted. I have already made the qualifying payments toward forgiveness, but my loan servicer refuses to acknowledge them so that I qualify for forgiveness. It has been five months since my consolidation completed, and all of those qualifying payments made before consolidation have disappeared. Nearly ten years of payments are being ignored. Each of Mohela, FSA, the Department of Education, and XXXX XXXX are blaming each other as to why these qualifying payments are being ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86001
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I got a call from a XXXX Agent claiming to relieve the loans I have through their debt relief program. Being naive I gave them my SSN and applied for their program. I've made 2 payments but realized something was fishy and decided to login to my FSA student account. I saw that my loans where forgiven by the XXXX administration and that I have {$0.00} loans to pay back. On XX/XX/XXXX I logged back into my account and realized SOMEONE HAS COMPROMISED AND STOLE MY IDENTITY AND APPLIED FOR THE SAME AMOUNT OF LOANS FROM A STUDENT LOAN SERVICER I NEVER HEARD OF UNDER MY NAME. Which didn't make sense because my loans just got forgiven and I'm not in school anymore! I went to check the email linked to my FSA student account and saw an on XX/XX/2022 saying I received an email from a Student loan Servicer call Mohela about taking out a loan for the amount of {$13000.00}. I NEVER authorized this payment! The email also included that they have been trying to call me and mail to my address but the address they have on file is invalid. So that means someone is using my SSN along with invalid information to attempt to apply for a student loan in my name. The file is currently still being processed but I need it to be canceled and the loan Disputed, BECAUSE ITS NOT ME!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am filing this formal complaint with your office as well as sent a complaint to the Mohela Ombudsman, and also sending complaints to the SC XXXX XXXX XXXX XXXX, Federal Student Aid, SC XXXX attorney general as well as my congressional representative. As of XX/XX/2022, I have reached my one-hundred twentieth ( XXXX ) payment in the Public Service XXXX XXXX XXXX XXXX For more than XXXX ( XXXX ) years and a total of one-hundred XXXX ( XXXX ) payments, I have worked tirelessly to maintain the correct payments, maintain those payments on time, and submitted the correct Forms year after year required to remain in the Public Service XXXX XXXX XXXX XXXX Now, today, on XX/XX/2022, at what should be a celebratory and happy time for me, I have spent over XXXX ( XXXX ) hours on the phone with Mohela representatives trying to get a simple letter indicating the facts stated above : That as of XX/XX/2022, I have reached payment number one-hundred XXXX ( XXXX ), and therefore my loan will be submitted to the Department of Education for XXXX XXXX XXXX However, I am simply being told, " Sorry, it might take up to XXXX ( XXXX ) days for us to even verify your employment, before even submitting your loan. '' Not to mention, they tell you in the most condescending way possible. If Mohela was going to service XXXX loans, they should have been prepared for this very scenario. Not only does it take HOURS to even reach someone on the phone initially, but once you do, they are not at all helpful and couldn't care less. Up until this last leg of my loans, I have been serviced by XXXX XXXX and never once did I have any of these issues. The purpose of my request for a formal letter indicating I have reached my one-hundred twentieth ( XXXX ) payment in the Public Service XXXX XXXX XXXX XXXX XXXX because I am in the process of purchasing a new house. This letter will allow the Mortgage underwriter to exclude from my debt ratio the balance of these Federal Loans. Reaching this point in the XXXX XXXX XXXX XXXX XXXX is a milestone that Mohela employees should go out of their way to expedite processing. XXXX XXXX employees take very low-paying jobs all while serving their communities and in some cases, like mine, risking their lives on a daily basis. Instead of being of assistance, Mohela is operating as if they don't want to process these loans for forgiveness. I am requesting a response to this complaint. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29170
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My issue is with mohela. I was transferred to this servicer and have not been able to get a hold of them about my loans. I have been on hold for hours at a time and the one single time I got to talk to someone they gave me a blanket answer and didn't even look into my account. I have huge concerns over how my loans will be handled and in dealing with their non-existent customer services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am trying to talk to a representative at Mohela to change my repayment plan to the standard repayment plan. I have called them repeated times, and I can not get passed the machine. Waiting times to talk to a representative are over two hours according to what the machine says, and each time I have been waiting the call gets dropped a few minutes into the call or a few times after waiting over an hour. ( could. not get a representative or get through the machine ). I also tried to contact them through the message function in the company website, and I have not heard back from anyone. My issue is time sensitive as I need to submit some documentation to my employer regarding my loans, but I can not do so as long as the wrong repayment plan is there. Below are the dates I have attempted to contact Mohela, By phone XX/XX/2022 @ XXXX, XXXX, XXXX. // XX/XX/2022 @ XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. // XX/XX/2022 @ XXXX, XXXX, XXXX ( these calls didn't even get through ; I would get a busy tone ) // XX/XX/2022. @ XXXX // By message XX/XX/2022 // XX/XX/2022 // No actions taken by the company Mohela of any sort XXXX would like to talk to a representative to change my repayment plan to standard ASAP. I can not do it on my own through the automated system or in the website considering that there is not such option for customers unfortunately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33032
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: According to the Family education and privacy act of 1974, I have a right to privacy from educational institutions and financial institutions. I have never given my written consent to Mohela to furnish any of this information. Mohela is also a 3rd party collector that I have no agreement, contract or consent to be in a binding financial relationship with. On XX/XX/XXXX Mohela was transferred into my domain as a student loan servicer that I never consented to. Mohela has been reporting negative experiences on these accounts causing adverse effects of my credit reports. 15 USC 1681 tells me that late payments are experiences not to be included in my credit report. Additionally, Mohela never sent me a 21 day notice of these " late payments '' and if they would have verified the information with the consumer they are reporting on, me, they would know that these late payments are inaccurate, a violation of the FCRA and FDCPA. On XX/XX/XXXX they reported an added balance of ~ XXXX XXXXXXXX to XXXX which caused my score to drop XXXX XXXX. These new balances that shouldn't even be accumulating were reported on XX/XX/XXXX. These loans are being actively investigated and should have not been reported on at all. I have been denied loans, credit and more because of Mohela reporting information they have no right to be reporting. I will be seeking monetary litigation for these violations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A