Date Received: 2022-09-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am trying to contact the servicer for my student loans MOHELA. I was recently transferred to this servicer. Each time that I try to call the servicer for my issue the phone tree gives a nearly 3 minute message about call volumes and then says transferring to an agent. The system then disconnects. I have called on multiple occasions. I have attached a screen shot of my payment summary. I submitted a payment of {$2500.00} total. I wanted to pay off loan number 5. And I wanted the rest of the money to go to the interest/principle outstanding to loan # 1 so it can be paid off sooner ( {$1200.00} ). I don't want any of it to be applied to loan # 2 My employer is paying me XXXX month specifically for my loans so it is important to me that this money be applied correctly. It was not clear to me from the website how to do this. Additionally there is no transparency from MOHELA as to how they apply funds. Without being able to talk to anyone from MOHELA it isn't easy ( or timely ) to correct these issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 502XX
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have tried contacting Mohela multiple times regarding a refund for my loans being paid off by a third party during the time of the CARES act. Ive requested said refund and told it was put into the system but could be be denied, and have had different answers each time I contact them. I havent received any sort of communication and have waited on hold for over an hour each time I call regarding the status of the refund request, which was put in over 30 days ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have emailed both of the companies I had a student loan with ( XXXX XXXX XXXX and mohela ). XXXX XXXX XXXX responded saying they are no longer responsible so I emailed mohela about the issue. Although I made payments to both companies since XX/XX/2020. I wish to receive a refund for payments made after XX/XX/2020 on behalf of the new {$10000.00} relief for student loan debt. I qualify for the relief. However if I dont receive the refund before everything is processed Im worried I wont receive the full amount in debt relief. Thank you for your time XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal direct student loans were consolidated and transferred to MOHELA in XX/XX/XXXX ( applied at the end of XXXX and received confirmation letter dated XX/XX/XXXX ), so that I could take advantage of the benefits of the limited PSLF waiver. I made a large number of payments under my last servicer postXXXX XXXX, XXXX ( over {$80000.00} ), but have not made any with MOHELA yet, as my job and financial situation have changed. On XX/XX/XXXX, I called and requested a refund under the CARES Act of all payments I had made since XX/XX/XXXX ( again, I believe this is over {$80000.00} ). I spoke with a representative and explained the situation. I explained that I have consolidated and transferred my loans and that the payments were " pre-MOHELA ''. I was told this would " absolutely not '' be a problem. The representative was not able to see my previous payments, as they hadn't transferred over yet, but said that the Dept. of Treasury would provide that information when MOHELA sent them the request. I was told it would take about 5 days for MOHELA to process my request before sending it to Treasury and then 30-45 days for Treasury to process the request, perhaps longer for the actual refund to hit my account because it is a large amount. At this time I was told that the refund would be issued to me via the same method use to make the payment ( i.e. to my bank account ) On XX/XX/XXXX, I called MOHELA back to confirm that my refund had been received and was processing. The representative confirmed that my request had been received but was not processing yet. I was again given a 30-60 timeline to receive the refund and was again told that the refund would be sent back to my bank account. On XX/XX/XXXX, I called MOHELA for an update. I was told that the refund would take up to 30 days ( from the date of initial request ) for the refund to process on MOHELA 's end, but that it hadn't started processing yet. The representative said that I should see my balance increase within a few weeks. I was again told that the refund would go to my bank account. On XX/XX/XXXX, I called MOHELA for an update. I was told that the refund was processing and that it had been sent to the Dept. of Treasury. This representative then hung up on me. I called MOHELA back on XX/XX/XXXX. After initially being told that the representative could not help me, I spoke with a manager who told me that my refund request had been sent to the Department of Treasury on XX/XX/XXXX. I was given an estimate of 60-90 days from XX/XX/XXXX. This manager also said that all checks would come via mail, that there was no direct deposit option. I was also told that my MOHELA account balance may not update until " the checks are cut. '' On XX/XX/XXXX, I called back for an update as it has now been over a month since my initial request. I was told that MOHELA actually had to make TWO refund requests for my account - one for my pre-MOHELA payments and one for any MOHELA payments. The MOHELA-payments request had been sent on XX/XX/XXXX. But, again, that's for {$0.00}, as I've made no payments through MOHELA. My actual refund request, for pre-MOHELA payments, had not been sent to Dept. of Treasury at all and was still " pending '' with MOHELA. Further, the representative would not give any timeline at all. She wouldn't even say whether I could expect a refund this calendar year or if it could take up to 12 months. Every time I have called MOHELA, I have received different information. It has been over a month since my original request and MOHELA has not even processed my pre-MOHELA refund request ( the MOHELA-payments request is nothing, so it isn't helpful ). I have not seen my account balance update, nor have I received any refunds. I was originally told that it would take around 5 days for MOHELA to process my request and send it to Treasury. It's now been over a month and my refund request is still " pending '' with MOHELA. No one can give me a straight answer. No one will tell me what is taking so long or why other requests are moving so quickly while mine stagnates. I ask MOHELA to finish processing my pre-MOHELA request, update my balance accordingly, and send the request to Treasury as soon as possible. If they can not process it and send the request out immediately, I ask MOHELA to tell me, in detail, why and what they are doing to remedy this delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My loans are currently being transferred from XXXX XXXX to MOHELA. While there is currently no record of my loans at XXXX XXXX, they have not yet appeared at MOHELA. This is a major problem for me because MOHELA continues to automatically reject my attempts to upload PSLF forms since I do not have a balance with them. I need to be able to submit those forms ASAP in order to get them in before the XX/XX/XXXX deadline for the PSLF Waiver.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I called Mohela about my parent plus loans to see about loan forgiveness status put on hold sent to representative XXXX asked if my loan had to be consolidated to qualify. She said yes and asked some questions told me it would cost {$790.00} to do this. Said I needed 2 weeks paystubs and XXXX form. Had me go to my FSAide acct change my password so they could do the paperwork. I faxed forms they asked and have heard nothing. I tried to call the number see gave me if I had questions. It is no longer in service. I called Mohela today when I got a letter stating they were carrier of loans and need to start repaying XX/XX/23. I'm think why is it showing 3 loans and no consolidation. Representative said we don't charge and have no record of you being transferred. I said I was and what transpired. She told me to call XXXX to see if they had can acct for me to see if legit or scam. They said can see they are processing consolidations buy not my server and couldn't help me about the fee charged. I was told should not of been charged. My bank statement says XXXX XXXX {$790.00}. I am going to call then tomorrow about who took money if they have address or number. I was told to report here and change my fsaid password. I still need to call student.gov to report this also. I can't afford to lose {$790.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have applied for the XXXX multiple times, even prior to my current loan servicer, which is MOHELA. Every time my request was denied. Recently, I received a notice that the signature of my employer is not sufficient ; however, upon denial of my XXXX request, Mohela recognized my military service prior to 2006 but does not recognize the service as identified by my unit administrator.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I originally submitted a dispute with XXXX based on an inaccurate balance in a credit report requested on XXXX XXXX XXXX (attached as XXXX Report XXXX XXXX. On page 49 of this report, my total balance for one of my student loans with XXXX was displaying as XXXX with a balance update date of XXXX. This amount was incorrect because I made a payment bringing my balance down on XXXX which was not being reflected by XXXX while it was being reflected by XXXX (proof of payment attached as XXXX Payment XXXX As of XXXX, my XXXX balance on this loan sequence became XXXX. I have a letter confirming this from XXXX (attached as XXXX XXXX XXXX Copy of XXXX letter.pdf). I filed a dispute Report XXXX with XXXX because of this discrepancy. Upon completion of the investigation, XXXX correctly updated the balance of the loan sequence to XXXX on page 49 of my updated credit report (attached as XXXX Report XXXXXXXX). At the same time however, they added a comment on page 51 stating "Completed investigation of FCRA dispute - consumer disagrees." Based upon my Internet research, this appears to be a comment used when a customer disputes the reinvestigation of a dispute that is not in their outcome. This was never the case in this situation. As such, I believe the incorrect comment/compliance code was used in this situation and, unless correctly updated, is potentially disparaging of my character. On XXXX at approx. XXXX ET, I spoke via phone with XXXX from XXXX. During the call, XXXX mentioned that the comment originated from XXXX and there wasn't anything XXXX could do about it. He also mentioned that there is additional information in my credit report that I am unable to see as a consumer. I immediately followed up with XXXX XXXX and spoke with XXXX (employee ID XXXX at approx. XXXX ET. XXXX mentioned that she could not see any correspondence regarding my account since XXXX XXXX XXXX and that the last action on my account was the payment I made on XXXX XXXX XXXX. She mentioned that there was no record of submitting the comment/compliance code in question to XXXX She mentioned that there was nothing more XXXX XXXX could do and I would need to resolve this with XXXX I also inquired whether MOHELA would be able to assist as my account transferred on XXXX but I have been unable to reach MOHELA successfully due to systems not having my account information or excessive wait times to speak with a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30341
Submitted Via: Web
Date Sent: 2022-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-25
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: It is my understanding that under the limited PSLF waiver, *any* prior payment made on student will count as a qualifying payment, regardless of loan type, repayment plan, or whether or not the payment was made in full or on time. However the the servicer has disqualified MANY of my previous payments because they were apparently more than 14 days late. Do ALL prior payments count or not? I would like all of my eligible prior payments to count towards my XXXX payments that will allow me to use the PSLF program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06492
Submitted Via: Web
Date Sent: 2022-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am trying to get into my XXXX XXXX XXXX account but none of my passwords work. I tried repeatedly to change my password but to no avail. I then called the XXXX XXXX number and was told by message ( not a human ) that my loan was being serviced by another institution and gave me the telephone number - XXXX. As of now, I have been on hold for XXXX hour and XXXX minutes ( and counting ). I need to get into my student loan account to figure out how to proceed with my student loan and I am at a complete loss as to how to go about that. I found this on the web : The Department of Education has announced that MOHELA will be the new point of contact for participants in these programs. The switch from XXXX to MOHELA will likely happen for you later in 2022, according to the department, but you can check your loan or grants transfer status on MOHELAs website. No other changes will take place regarding your loans or grants. When I went to the Mohela 's embedded website I got this message : XXXX - File or directory not found. The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable. Please help me access my loans. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A