Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my application for XXXX to MOHELA. They received it twice as shown on their website with the dates of XX/XX/XXXX and XX/XX/XXXX. Up until yesterday the website showed that application was being processed, and then today XX/XX/XXXX, it showed that both documents were cancelled. I called to find out what was going on, and after waiting on the phone for XXXX XXXX hours, I finally spoke XXXX XXXX who proceeded to say that my loan didn't qualify. I explained that the loan should qualify because I had just consolidated so that I could have the correct typed of loan to qualify. So she checked some more and agreed that the the type of loan was correct. Then, she said that the application was submitted twice and that was the problem. I asked how so? She then checked the information on the application and asked who my employer was. I responded, and she noted it, even though it's already on the application. She continued to do some more checking and said that somebody probably made a mistake and cancelled the application as she didn't see any issues on the actual application. She then said that she was going to resubmit it, and for me to check at the end of the month to find out if it was accepted. She said it won't be processed right away because they were busy. Keeping in mind that there is a deadline of XX/XX/XXXX to submit this application, how do they expect people to just wait around to see if they do their job well. At this point, based on the responses I received I feel that XXXX was giving me the run-around. I did not even receive an apology for their mistake of cancelling my loan by " error. '' I do not trust they have my best interest here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90504
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan qualifies to be forgiven in two different ways : 1 ) I have paid every month on these consolidated loans from XXXX XXXX that is 25+ years AND before consolidation, I paid dating back to XXXX that makes 27 years plus another 7 years. This should clearly qualify for 25 years of payments, and thus be forgiven. 2 ) I am a teacher. I have been a teacher the whole time I have paid these loans. I should have qualified for the 120 payments in XXXX or XXXX. I recently transferred this loan into the Direct Loan Program and sent in all the paperwork. Under expanded XXXX these loans should clearly be forgiven. __________________________________________________________________ -- I consolidated {$34000.00} in loans in XXXX ; -- I paid {$59000.00} over the past 25+ years ; -- I worked in public service that entire time ; -- I now owe {$65000.00} ________________________________________________________________ To qualify for the XXXX waiver I transfered the loan into a DIRECT LOAN under XXXX XXXX in order to apply for XXXX. I consolidated into a direct loan on XX/XX/XXXX. I sent XXXX my XXXX certification from ALL THREE on my employers : I work 22.5 hours per week for one, 9.42 hours per week, and 13 for the third. This is 44.92 hours per week which is clearly over the 30 required. On XX/XX/XXXX, I received notice that the application for XXXX had been received by XXXX. On XX/XX/XXXX I received one notice saying the employment was NOT ELIGIBLE since I dont meet the qualifications for full time employment but if if we receive another certification of employment they will determine if it meets the qualification of full time. On the same day, I received a second letter which shows all three employers and the APPROVED EMPLOYMENT BEGIN DATE of XXXX and APPROVED EMPLOYMENT END DATE date of XXXX. Unfortunately, MOHELA does not seem to have any of my XXXX information. The loan transferred to them XX/XX/XXXX. The full amount of the loan is showing but nothing else. I am concerned since the end of XXXX ( and thus the end of the XXXX ) is rapidly approaching. I do not want to be locked out of forgiveness AGAIN on a technicality. I attached copies of my payment history from XXXX, a deferment/forebarance history form XXXX showing a deferment in XXXX, my XXXX employment verification from all three jobs ( which add up to the required hours ), the XXXX notices from XXXX. Is there some additional hoop I need to jump through?! 8 months is a long time to process something this important. _________________________________________________________________ ALSO just to clarify -- I emailed XXXX via their website with these concerns and did not get a response. I filed a complaint on Studentaid.gov and got no resolution. I also emailed MOHELA with no response. WHen I called the MOHELA automated phone system they says there is no record of my account. I am writing this missive while on hold ( AGAIN ) to speak with MOHELA. I have been on hold for an hour and a half the expected wait time today is 144 minute. I AM DOING EVERYTHING I CAN ON MY END!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: I need help with this student loan MOHELA ACCOUNT The MOHELA/DOFED student loan account XXXX is the same as XXXX XXXX. That XXXX account is already paid for in full. This is the same student loan that I have had with XXXX before. I NEED Mohela to remove that account because I do not owe anything to them Mohela needs to report to the credit bureaus that the account is close paid in full. MY EMAIL ADREES IS XXXX Let me know your answer via email. Thanks XX/XX/2022
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91504
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have the same qualifying PSLF employer since XXXX and have submitted Employer Certification Forms Thru XXXX. My student loans are all consolidated with a unified disbursement date of XXXX. Never in default or nonpayment- either payment with a wrong qualifying payment ( as advised by my loan servicer ) or in extended ( +36 cumulative forbearance as advised by my loan servicer ). I have only been credited for 2 PSFL payments. This gross delay ( almost a year ) in publishing ACCURATE payment counts is causing undue mental stress and harm. Can not something be done to receive an accurate count? I firmly believe I am at the 120+ payments on my XXXX student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for loan forgiveness via PSLF and under the waiver. I consolidated to direct loans in XX/XX/2022 and submitted my ECFs for XXXX payments made under a prior repayment plan with XXXX. I have been waiting, so called MOHELA ombudsman to see if there was anything missing. The supervisor told me I had to be in an income-driven repayment plan for my counts to be evaluated by dept of ED and my counts updated and made me apply over the phone for IDR. She also made me send in a new ECF for XXXX 2022. I'm already way over XXXX payments and have approved employer. Now I feel like I am starting over and have to reapply at the back of the line, when i applied for the waiver and submitted all my ECFs in XXXX. The waiver information clearly states you can apply for forgiveness if you are on the wrong payment plan. I was on the graduated payment plan after consolidation because I was told it didn't matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21146
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2022 at XXXX, I faxed my Public Service Loan Forgiveness application to MOHELA XXXX XXXX. I have not received any confirmation it was received, and the deadline is fast approaching on XX/XX/2022. I tried registering on their website to send a message inquiring about it, but it gave me an error when I tried to register, and you cant send them a message without being registered. I then tried calling MOHELA and their phone system said that due to high call volume they can not accept calls and hung up on me. I have no way of knowing if they received my PSLF waiver application, which would be life changing for me if it is approved. Any help would be so appreciated. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am on the Income Driven Repayment program for all my student loans. I have one currently with MOHELA and my other six were transferred to MOHELA from XXXX. With the transfer, I have two account numbers. My original loan with MOHELA, is all messed up. They have indicated I didnt resubmit my income verification for the Income Driven Repayment plan. According to Studentaid.gov, my certification date isnt until XX/XX/XXXX. Then they rejected my application and stated I didnt qualify. My student loan load is XXXX XXXX of my annual income. My payment was recalculated and increased. The reason was because I didnt recertify my plan. I have sent two emails and have sat on hold on numerous calls. Tonight has been over 3 hours. I have been paying on this loan since XX/XX/XXXX. It is a consolidation loan of student loans. MOHELA has it labeled as a commercial loan. I have paid interest and interest has continued to accrue during the forbearance for the pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65802
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've tried calling MOHELA multiple times to number listed on website XXXX since XX/XX/22 with no success of customer service representative able to pick-up the phone in a timely manner. Wait times of more than 90, 120, 160, & 180 minutes reported each time I called on XX/XX/22, XX/XX/22, XX/XX/22, & XX/XX/22 to which I would wait more than an hour and give up because I have jobs to attend to. I sent a private message through their system on XX/XX/22 asking for assistance with payments, though information on their site states they would respond within 3-4 days ( this information has since been erased from the the direct message contact form page. Whenever I try to contact MOHELA through message again by clicking on their link, it redirects me to contact page with the phone number list above, their listing addresses.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2022-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am locked out of my MOHELA account. I had saved the password for my browser, so I am sure I did not incorrectly enter it. I tried to go through the online password reset, but when putting in my date of birth and social security number, I am told I do not have an account. When I go to register a new account though, it says my account already exists. I have tried calling customer service on XX/XX/30 and XXXX, but the phone hangs up automatically while on hold at the 90 minute mark ( or before ) without ever connecting me to anyone. There is no other contact info. Given the ongoing student loan climate, being able to access my account is critical and MOHELA is making it impossible to receive help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Im not able to reach the Mohela regarding the Public Service Loan Forgiveness program. Im only getting a busy signal or message saying the call can not be taken due to high call volume. The online PSLF form status does not show a record of my application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A