Date Received: 2022-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan servicer was XXXX XXXX XXXX. I switched to this loan servicer in XXXX because I wanted to participate in PSLF. In XX/XX/XXXX I became eligible for loan forgiveness because I made XXXX eligible payments. Shortly after receiving notification from XXXX XXXX that I received my trophies ( XXXX ) payments I received correspondence from XXXX that my loan would be transferred to Mohela because their contract wasnt renewed with the US Department of Education. I immediately reached out to inquire if I could remain with XXXX instead of being transferred. I was told that all of loan information including the eligibility for loan forgiveness would transfer to Mohela. My loan transferred to Mohela on XX/XX/XXXX and I wasnt able to view my account until XX/XX/XXXX. Im able to view my account and can see the XXXX payments on the dashboard for TEPSLF and XXXX for PSLF. I have met the requirements for loan forgiveness but Im having to wait unnecessarily. I have reached out to Mohela and not received a response on why I still in holding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Called MOHELA XX/XX/29 asking for a reinstatement of my loan, and asking to initiate a refund since I have made payments during the Covid-19 pause to eventually pay off my loan. The first agent said we cant do anything about it since your loan is paid off which I knew wasnt true based on other people in my shoes and their experiences. This was after a 15 minute hold. Then called immediately after as things didnt feel right. The next agent said we can submit this request now absolutely. She read exactly which payments I made that would be refunded. Then, she gave me a 7 day wait time for the loans to be reinstated and up to XXXX for the refunds to be processed to my bank account. It has been 15 days and my loan still isnt reinstated. Time is sensitive as the application portal will open soon and the loans need to be reinstated by then.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the PSLF program and was only credited for payments made since XXXX, even though I have been paying it since XXXX. They will not respond to my queries.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Transferred from XXXX to Mohela XX/XX/XXXX. Never received any communication or initiation of contact from Mohela. Incomplete transfer of payment history and other information as of XX/XX/XXXX. I had to beg Mohela for payment history and they treated me as if they were doing me a favor by providing info. My PSLF applications have not yet processed through Mohela or updated counts despite being submitted spring XXXX. Agents, Managers and Supervisors unable to explain why my applications have not processed after 8 months. I have been told to be patient since XXXX XXXX. Ive had to resubmit my XXXX Loan Forgiveness application 3 times because of bad instructions and information from Mohela personnel. On XX/XX/XXXX, Mohela agent stated I would disqualify myself from PSLF if also applying for TLF. Spreading inaccurate information and completely misrepresenting the basics of COVID Waiver. Making loan holders jump through hoops, agonize and stress over possibility of jeopardizing their opportunity for financial security, making corrections to and having to resubmit applications because of Mohelas mistakes and holding up the forgiveness process in general. Im sure many have just given up. It is exhausting and discouraging spending so much time and energy with not even the bare minimum of regard or support from loan servicers. Many agents are condescending and rude when answering questions they are being paid to answer. This entire experience and process has been appalling.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-10
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have been paying on a private parent plus loan since XXXX. The school that my daughter attended was caught making scam practices and was sued and has closed down. XXXX XXXX XXXX in Georgia. Due to this closure of the school I was denied any options to refinance by XXXX. I am XXXX XXXX XXXX and still having to work just to pay this loan. I was offered yesterday ( XX/XX/XXXX ) to do a hardship reduction of payments for 6 months and pay interest only. I chose not to as this will only prolong the loan. I need to know if my loan can be discharged as others have because of the school closure and the massive lawsuit that was settled against them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36092
Submitted Via: Web
Date Sent: 2022-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I switched to Mohela from XXXX, Mohela will not count my time with XXXX and therefore I was denied a PSLF request. So- instead of XXXX payments through XXXX, Mohela considers 2 qualifying payments because that is how long my consolidated loan has been with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98030
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I received notification from XXXX XXXX that the customer service of my federal student loan account would be transferred to MOHELA but that my loans would still be owned by the U.S. Dept. of Ed. The letter stated that it would be transferred on or about XX/XX/XXXX. Then, on XX/XX/XXXX, I received an email that loans would be transferred to MOHELA within 30 days and to go ahead and set- up my account using the information they had provided. I went ahead and set up an account and within a couple of days, my account said that all information would be available on XX/XX/XXXX. On XX/XX/XXXX I checked my account and the account stated that I was " in good standing '' and my balance was showing {$0.00}. On XX/XX/XXXX, I checked my account again and it stated that all the information relating to my loan would be available on XX/XX/XXXX. At this point, I knew I was getting misleading and bad information. I checked my account on XX/XX/XXXX and again, it stated that I was " in good standing '' and my balance was showing {$0.00}. I called MOHELA immediately because I am getting conflicting information after years of getting bad customer service and faulty information with XXXX XXXX. I am also in the process of purchasing a home and further steps can not be taken until my student loan information is established with MOHELA. I spoke with XXXX on XX/XX/XXXX who informed me that the processing time is about 10 business days. I explained that I am well over the 10 business day mark but she could not give me a reason why and had no access to any further information to help me access my new account.
Company Response:
State: IL
Zip: 60659
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan is a spousal consolidation loan. I worked in XXXX XXXX for exactly 10 years before retiring. Under the current Biden Student Loan Waiver, I am able to apply for PSLF even though I am retired. I actually applied before I retired to ensure my payment count was correct. It was incorrect but I wrote to them and asked them to relook at the payments and they found 118 of 120 needed to qualify for forgiveness. Fed Loans said that I was in forbearance for 2 months and I checked my records and have all the paper work that shows that the reason for the forbearance was a DELAY in them calculating my Income Based Repayment so they suggested/co-oerced me into accepting a month of forbearance, knowing full well this would affect future payments from counting for PSLF. So I completed the paperwork for forbearance for those two non-consecutive months ( XX/XX/XXXX & XX/XX/XXXX ) and the ONLY reason I had a forbearance was because of THEIR delay in recertifying my Income Based Repayment plan and them reaching out to me to encourage me to file for forbearance while they recalculated my payment. I resumed payments immediately upon recertification both times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85374
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted an application for loan forgiveness to XXXX on XX/XX/2022. I received notification from XXXX that I had made 120 Qualifying payments on XXXX/XXXX/2022. I have not received my loan forgiveness letter and now I am stuck between XXXX and MOHELA. XXXX says my loans have been transferred, but why because I was eligible to be forgiven? MOHELA says they don't have my information yet. I know many loan borrowers are in my same situation -- we have made 120 qualifying payments and are now stuck in XXXXMOHELA transfer purgatory with no end in sight. There has got to be a better way to deal with those of us in this situation. And even though XXXX and MOHELA both say that FSA makes the final decision about forgiveness, when I call FSA they say they can't see any of my information. Many of us have been working over 10 years trying to get the 120 payments and now that we have them, we are told to wait. This is very frustrating and disheartening. It is really impossible to move on with our lives until our loans are forgiveness. These are real people facing real hardships. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Please send me The Account Statement fot both accounts. and XXXX to my address XXXXXXXX XXXX XXXX XXXX XXXX oh XXXX immediately. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2022-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A