Date Received: 2022-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have attempted to call MOHELA, my student loan servicer, for a week. I need to speak with a human being regarding a payoff amount. One would assume they'd be eager to collect their debt, and yet, the calls are either dropped ( after the caller is forced to listen to a three-minute, useless automated message ) or the calls do not go through at all. In a time when many people are concerned about Public Service Loan Forgiveness, loan cancellation, and the rising cost of just existing, it is unacceptable that this company is allowed to treat people in this manner. The application for loan forgiveness is supposed to be released this month. Unfortunately, I have zero faith that I will get any results from this horrible company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24153
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: Calls to MOHELA can not be completed as dialed. There is no way to reach a customer service representative
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44224
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: Received bad information about your loan
Consumer Complaint: Mohela has incorrectly denied my PSLF application, provided incorrect and conflicting information, and failed to give me credit for payments that are eligible and qualified based on the limited PSLF waiver. I consolidated my loans in XXXX of 2022 and was transferred from XXXX to Mohela. It is important to note that prior to consolidation, I had 104 qualifying payments that had been processed and approved by XXXX. I consolidated under the terms of the waiver, which states " Periods of repayment on loans before consolidation count, even if paid late or for less than the amount due '' count towards PSLF. ( Quoted from studentaid.gov, XX/XX/2022. ) According to a letter from Mohela dated XX/XX/2022, I was denied PSLF " NOT ELIGIBLE : Based on our review, you do not have any eligible loan types. Under federal law, PSLF and TEPSLF are only available for loans made under the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Direct Loans ). However, loans made under other federal programs may qualify if you consolidate them into a Direct Consolidation Loan. '' This is incorrect. Both of my loans are direct loans and qualify for PSLF. Mohela further stated in that letter : " Only payments you make on the Direct Consolidation Loan will count toward the required 120 qualifying payments for PSLF. '' This is also incorrect as I consolidated while the limited waiver was in effect. It directly contradicts the terms of the limited waiver and is obvious misinformation intended to mislead borrowers. I would not ordinarily ascribe nefarious intent to such misinformation, except that I then received multiple letters, all from Mohela referencing my account, that stated this same misinformation. On XX/XX/2022, I received five separate letters from Mohela. In two separate letters, both dated XX/XX/2022, they said I still needed 119 payments to qualify for forgiveness. Again, by my count, I should have 115 qualifying payments. Two other letters, also dated XX/XX/XXXX, proclaim I am not eligible because I do not have any eligible loan types. A final letter states I am not eligible because I am not employed full time. " NOT ELIGIBLE : According to the information you provided on your application, you do not meet the qualifications for full-time* employment. If we receive another certification of employment from another qualifying employer for all or a part of the time period listed on your application, we will determine if, together, your employment meets the qualification for full-time employment and determine if you have made the required 120 qualifying payments necessary for PSLF or TEPSLF. You must be working full-time for a qualifying employer at the time you apply for forgiveness and at the time the remaining balance on your loan ( s ) is forgiven. *Full-time means working in qualifying employment in one or more jobs : An annual average of at least 30 hours per week or, for a contractual or employment period of at least 8 months, an average of 30 hours per week ; or Unless the qualifying employment is with two or more employers, the number of hours the employer considers full-time; whichever is greater. '' I have been employed full time, working 35-40 hours a week, by a public school system for the past twelve years and prior to that I was a long term substitute teacher working 35-40 hours a week for a public school system. This employment information is unchanged from my prior approval by XXXX and no information is provided as to why my employment, which previously qualified, no longer qualifies. As you can imagine, this erroneous and conflicting information has caused me great distress. Receiving one letter with such information may be a mistake but multiple such letters can only be reasonably seen as an deliberate attempt to mislead borrowers. I have attempted to call Mohela regarding these issues. On three separate calls, the number listed on their website resulted in a busy signal. The two times I was able to get through, I was told there was a wait time of an hour, and an hour and a half, to speak with a representative. There were no other options presented. Emails sent to their customer service center are unanswered. I am left with no recourse and no way to resolve issues. I would like this matter addressed and for my account to be reviewed in a timely and transparent manner, ultimately restoring to me the correct number of qualifying payments and processing my loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20151
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: Trouble with how payments are being handled
Consumer Complaint: Hi, in resolution of my complaint # XXXX, XXXX agreed with my regulator to count my XX/XX/XXXX payment towards PSLF. However, they have refused to honor that agreement. I have records attached. Also, they have since refused to honor the limited waiver program to count my XXXX and XX/XX/XXXX payments towards PSLF. I've attached proof that those payments should be counted as well. Moreover, they haven't updated my count to include my most recent employer certification. To help you navigate the attachments, I'm attaching some additional XXXX records ( my loans were transferred from XXXX to XXXX at the end of XXXX XXXX ). Of course, my loans have since been transferred to Mohela which does not have adequate phone contact information. Some numbers dont work and the ones that do only have recordings, no options to connect to a representative. Please help to rectify my account/PSLF tracking the limited waiver program expires. Thank you so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
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: Received bad information about your loan
Consumer Complaint: Student aid. Gov has incorrectly stated my loans were in administrative Forbearance XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. As I reviewed my previously private loans with XXXX. I have attached the confirmation from XXXX. Payments were made XX/XX/XXXX for {$49.00}, XX/XX/XXXX for {$49.00}. Another administrative Forbearance was placed on Student Aid.gov incorrectly for XXXX. The months listed are XXXX and XX/XX/XXXX. Payments were made on XX/XX/XXXX for {$48.00} and XX/XX/XXXX for {$48.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10304
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have three student loans through the XXXX program, provided by the Department of Education. My federal student loans service provider changed from XXXX to Mohela on Tuesday, XX/XX/2022. On that same date, my credit card was fraudulently charged {$340.00} by Mohela. I am on a REPAYE program but under the Biden Administration 's executive order, my student loan payments are {$0.00} until XX/XX/2022. Mohela fraudulently took {$340.00} without my consent. Additionally, I have been making qualified payments through the Public Service Loan Forgiveness for over a year. On XX/XX/2022 Mohela sent me mail stating that I have only made 4 qualifying payments. On XX/XX/2022 Mohela sent me mail stating that I actually only made 3 qualifying payments. In fact, I made 18 qualifying payments. They need to update their records to show that I have indeed made 18 qualifying payments. I have attempted to contact Mohela several times and waited on hold for 3 hours, and have been unable to reach them. Thank you for your help in expediting this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92677
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: Mohela refuses to respond and confirm that my PSLF application has been received. After being told by XXXX XXXXXXXX XXXX that my application was transferred to Mohela months ago, I have still yet to get confirmation of them having my application. The deadline for the PSLF Waiver is in several weeks. I understand they are busy and the processing of the application may take some time, however all I am looking for is verification it has been received and is waiting to be processed. The phone number is no longer working. I can no longer get in touch with Mohela. Previously when the number was working I would be on hold for hours, often having the call dropped. One time I was told to resubmit my application to them as they did not get it, which I did. I sent my application certified mail so I know they received it, yet they still are telling me they do not have it. They told me all mail received to date had been updated and therefore why my application was not showing up as having been received was very confusing. Customer Service is rude and not helpful. In order for me to qualify for the PSLF Waiver my application must be received by XX/XX/2022. I need help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: My Mohela account consisted of 3 Loans as follow : My Primary Federal Student Loan : reporting at XXXX // {$72000.00} 2 PARENT PLUS LOANS : reporting at : {$4700.00} and {$11000.00} In XX/XX/XXXX, I requested to consolidate my 2parent plus loans from XXXX , I received approval to consolidate the loans in XX/XX/XXXX, However, the consolidated payment was higher than my 3 loan payments, prior to consolidation, I then requested for XXXX to unconsolidate my loans, and XXXX approved to do so, However ; Mohela started reporting 2 additional loans to my credit report : XXXX AND the $ {$16000.00} loan amounts, After about XXXX of calls to Mohela and XXXX, the XXXX XXXX XXXX was removed from my credit report, However ; Mohela refuses to remove the 2 Parent Plus loans or the {$16000.00} loan ( s ). I have also complained to Mohela re : the extreme interest that has accrued on my original loan show an amount of {$52000.00} which is not accurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2022-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XX/XX/XXXX -- I mailed in my PSLF form to the proper agency as was instructed on the PSLF form. XX/XX/XXXX -- had not heard anything and had been over 60 days therefore I called MOHELA as instructed and was on hold for 40 minutes. I spoke to a representative ( I believe her name was XXXX ) who stated that it had not been processed because the person reviewing it said they " couldn't read '' my employer 's writing. During that phone call in real time, XXXX told me that she could read it clearly and would put it through for processing because she didn't see the problem in the way the dates were written by my employer. XX/XX/XXXX -- I applied for loan consolidation for my direct loans to take advantage of the PSLF limited waiver ( to be received by XX/XX/XXXX which it should have been ). Got form from XXXX stating they got my consolidation application. Direct loans of $ XXXX dollars were consolidated. XX/XX/XXXX -- - called as still hadn't received any information about my PSLF form, therefore I called MOHELA, was on hold for XXXX hours and they said they were unable to find my application which was ALREADY CONFIRMED TO HAVE BEEN RECEIVED ON XX/XX/XXXX. XX/XX/XXXX -- I put together a new PSLF form from my employer and re-sent it in ( faxed to number that representative told me ( XXXX ), fax number XXXX for which I got a confirmation email stating it was sent through. XX/XX/XXXX -- called MOHELA regarding status of PSLF form, was on hold, tried to press any option and it put me on an endless loop of prompts that kept repeating themselves which truly made it IMPOSSIBLE for me to get through to a representative.I have been trying since XXXX for this to happen and people keep losing my applications or won't allow me to even get the help I need. # called for MOHELA EACH TIME -- XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2022-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: For over a month I have repeatedly reached out to MOHELA for a refund of all payments on my account since the student loan repayment pause began which I am entitled to. This is a time sensitive matter and when calling their phone lines I keep getting disconnected. Before getting disconnected I sometimes am quoted a wait time estimate of over 2 hours which is completely unreasonable. Their web portal says I will receive a response within 10 days. I sent messages on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX without a single response. When looking online for a solution I found no solution but found many others who are in the same situation as me, zero responses on their web portal and wait times that last longer than the quoted time before getting disconnected or having to hang up to get on with life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A