Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX submitted my final employee certification for PSLF forgiveness. My qualified payments = XXXX. Requested to be put into Forbearance while counts were being updated. Mohela sent me a message saying my Forbearance expires on XX/XX/XXXX. So Mohela wants me to pay while they figure out my counts. My current count is XXXX. I submitted the paperwork verifying my employment. They stated I had to start paying again while They are processing my account. XXXX response or clarification
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were discharged in XXXX of 2023 Due to being a XXXX percent permanently and totally XXXX XXXX In XXXX I contacted XXXX and they told me I didn't need to do anything and I would get a refund of the negative balance on my account Within 5 to 7 business days direct deposit. I gave it XXXX weeks there was no deposit I called my hella back they told me the refund request had been canceled due to the operator not putting in the memo what the refund was for. I resubmitted a second refund request and asked for a confirmation number I was told that XXXX does not provide confirmation numbers. I waited about 2 more weeks and then I called XXXX again this time I recorded the phone conversation inform them I was recording the phone conversation and explained the situation. After informing the Mohela agent that a lawyer told me they had to give me a confirmation number I was able to get a confirmation number and was told my check would be direct deposited on XX/XX/XXXX of 2023. Yet again the day came and passed and no deposit and I called him back. Finally after getting to speak to a supervisor I was told that my refund had just been submitted to the XXXX Treasury on XX/XX/XXXX and it was out of their hands now. Each time I was on hold for over 2 hours there are many times that I was on hold for almost 3 hours and then hung up on. They will not call you back and they refuse to give you any information that is accurate. I explained to multiple agents that they are giving everybody the runaround to delay issuing refunds. Each customer service representative will tell you something different they lie mislead and give false information in hopes of delaying the refund process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the XXXX XXXX forgiveness program 2 years ago. I provided ALL requested information to Mohela, on several occasions, and every time they got the information they asked for, they came back asking for something different. First it was detailed payment history mailed in XXXX, then it was Employment verification, mailed XXXX and XXXX. Then it was pay stubs, next W-2 information. I worked for XXXX XXXX, now XXXX from XX/XX/XXXX to XX/XX/XXXX- all of the paystubs and W-2 's were archived and unavailable. I was told to download the information from IRS.GOV website and mail that in XXXX of XXXX, once again I was advised that what was needed was a declaration from XXXX, formerly XXXX XXXX, I jumped through every single hoop Mohela asked and made me jump though, and now was just advised that I don't qualify based off of payment history. They have made me jump through incredibly significant hoops only to continue to come up with different reasoning for my application to be denied. It is never the same reason. My loan was transferred from XXXX XXXX to Mohela as I was eligible for XXXX and yet here I am once again being denied. Mohela is acting fraudulently, is impossible to get in touch with and out right preventing those eligible from receiving the forgiveness they are eligible for. I filed a formal complaint on the federal student loan site and it is STILL in review, I have included a screen shot of the XXXX closed XXXX applications as well as the status and case number for my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06810
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX who is working with Mohela toward XXXX. I should reach my XXXX payments in XX/XX/XXXX. In XX/XX/XXXX I reached out to Mohela about lowering my loan payment. It was around XXXX. They told me I could apply for the XXXX income repayment plan. I said ok but did t or have the information they needed to apply during that phone call. I checked my Mohela account shortly after that phone conversation and saw that my loans were out in deferment. I called and and requested to be out back in repayment because I knew that any time in deferment would not count. They processed that request. I did not enter repayment again until the last me or XXXX. Now XXXX and XXXX are listed as not qualified for XXXX. I provided the information needed to enter the XXXX program. I was told that XXXX would not count either now because it takes a month to process the request. I asked if I still made my payment if it would count and they said yes. I then saw on my account XXXX listed as not qualifying. When I called in again they told me that it didnt matter if I made my payment it wouldnt count. Every time I call I get put on hold for a long time and they receive different information. It seems as no one there really has accurate information. I checked my account and now it is also showing XXXX due for XXXX. I called again and they said my account just hasnt updated yet. I am fearful thats I have just lost out on XXXX, XXXX, XXXX and now XXXX counting towards my XXXX I have made a payment for all of those months and they should count toward my XXXX payments I believe they are not properly handling my account as well as giving me inaccurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I have messaged them through my account with them and also I spoke with someone almost 2 months ago and they ( She ) told me that it could take up to 30 days to correct the issue. I had requested to get the lowest payment possible and they ended up putting all of my loans together mine and parent loans and then told me I had to pay almost XXXX dollars a month. I requested to have the parent loans removed and then that way I could get the lowest amount for my loans. She stated they will do that. Now when I look on the site, it is showing the parent loans separated from my consolidated loans, but my loans are still at a {$600.00} dollar payment. They also are not putting my PSLF time in correctly. I have worked for a non profit since XXXX. Now my loans are coming out of forbearance on XX/XX/XXXX and nothing has been fixed. I dont understand why this is so hard for them. I clearly can not afford a {$600.00} dollar payment on mine plus another {$100.00} on my kids when I make {$50000.00} a year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46311
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have been working for a XXXX XXXX XXXX for 30 years which qualifies for my loans to be forgiven. To-date my loans have not been completely forgiven and other individuals that work in the XXXX XXXX XXXX XXXX and have never paid any amount towards their loan have been given complete loan forgiveness. I inquired why my loans have not been completely forgiven and I have made payments towards paying my loans. I was advised to reach out to see how your organization can assist with getting my loans forgiven completely since I qualify under the PSLF program for 30 plus years. I look forward to your response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XXXX, " Department of Education : MOHELA '' cashed a check for {$36000.00}, which was the payoff amount for my student loan. They have yet to credit the amount to my account, and they are continuing to bill me with interest accruing. I have called and contacted them by email many times, and the only thing they can tell me is that resolution might take 30-60 days. ( It will be 60 days as of XXXX XXXX ). The person I talked to today said she could not see that anyone had been assigned to " the case. '' I have tried to upload to them a copy of the posted check, but they say they are not able to take that from me nor will they provide direct telephone contact information nor email addresses of anyone who can help me with this situation. I previously filed a XXXX complaint only to learn that MOHELA will not speak to them because of privacy issues. This needs to be resolved immediately so my credit will not suffer. No one on the phone at MOHELA can really do anything to update me. My mother broke into tears on the phone with MOHELA yesterday, telling them, " We feel like we have been robbed. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Started paying student loans since XXXX My account has been scolded multiple times. Received a letter from Mohela stating they are my new holder f my loans. I contacted them on XX/XX/XXXX via phone. I asked them for the loan information ( payment history and statements ). I was informed to go online at studentaid.gov. No information was available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 58801
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for consolidation through student aid.gov, as well as the IDR Save payment plan. I specifically applied for this plan as I am pursuing public service loan forgiveness. I applied for both consolidation and the Save plan XX/XX/XXXX. I received my XXXX bill, I was set up for auto pay only to receive a late payment notice. Auto pay did not work. I then paid my XXXX bill manually, and I turned off autopay. Five days later, my account was drafted for another XXXX payment through the autopay that I had disabled. I called three times, waited on hold for up to ninety minutes each time to get through to a human. The first two times, after waiting 90 minutes, mohelas agent placed me on hold only to disconnect my call. The third time I did get through to an agent and they were able to make my secondary XXXX payment credit to XXXX. My loans officially consolidated XX/XX/XXXX, and I was placed in a consolidation forbearance prior to my payment due date of XX/XX/XXXX, so my XXXX payment was superfluous. I was placed on the Level/standard plan XX/XX/XXXX. This plan is not eligible for pslf, so I called and asked why I was placed on this plan. They told me that my IDR plan was still processing and to wait 5 business days and call back. When I called back, they told me there was a glitch in their system and that they were escalating my application and to call back in 5 business days. When I called back, they said the application was on the desk of the manual reviewer and that it should be done within the week. I called back XX/XX/XXXX only to be told that there was still a glitch in their system, that it was an error on their end. They placed me on an administrative forbearance XX/XX/XXXX through XX/XX/XXXX to figure it out. I asked if I needed to resubmit a new application, and they said no, but they would escalate my application again. I asked if that would reset the processing time and she said no. I called again XX/XX/XXXX and asked for an update, they said to wait 15 days and call back XX/XX/XXXX, as that is the only day they can extend the forbearance. I called today, XX/XX/XXXX, and received a case number for the first time. They stated they would extend my administrative forbearance until XX/XX/XXXX. I asked the agent today, XXXX, to update me about my application. She told me that my consolidation never finished processing, and that that was the reason my IDR application was not processing. This is not true. My loans are consolidated and I had a Bill due XX/XX/XXXX, and I told her this. She put me on hold several times and was unable/unwilling to escalate me per my request to a specialist or supervisor. She told me there is a paper trail of all the times my application has been reviewed and all the times Ive called, but she only was able to list XX/XX/XXXX ( reviewed and noted as having an error with no further information ) and XX/XX/XXXX ( assigned to a new agent, marked as in review ). There is no record of my other calls or the other times the agents told me they would escalate my application as previously noted in this complaint. Today I was told that there is a note ( did not disclose the date ) saying the error had been fixed and that I needed to wait 15 days from XX/XX/XXXX. The note attached to my request to escalate my XXXX application from XX/XX/XXXX is only noted as a review of my PSLF forms. I am so fed up and frustrated with this company. The info and dates they have on their end does not even match with what is listed on the website in my account. They give wrong information, mess up what you have asked them to do ( review IDR vs PSLF ) and constantly tell you to just keep waiting while screwing up at every turn. I have 9.5 years of PSLF eligible and qualifying employment and I am being made to work for low income employers for longer than necessary due to being placed on an ineligible plan by an incompetent loan servicer. I was on PAYE ( an eligible IDR plan ) prior to this consultation and save application, and I am furious that mohelas incompetence is making it so that my months of hard work do not count towards the forgiveness guaranteed to me by law when I took out these loans. I am doing everything in my power to meet the requirements for Pslf, earning half the wages I could earn if I worked in the private sector. I have paid advice and beyond the total of my original loans over the last 9.5 years and with interest my loans are larger now than they were when I started.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 993XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had XXXX loans initially totaling {$38000.00} approx. I applied for PSLF and the SAVE plan. I was credited XXXX months for PSLF ( which I have proof of ), and my monthly payment under the SAVE plan would be {$130.00} monthly. Which I have proof of also. A few months passed and I received an email explaining that I needed to consolidate the loans and was told that it would not affect my XXXX credits or my payment. I even sent a message, which Mohela never responded to, stating that if it would affect my PSLF or payment, I did NOT want to consolidate. Mohela never responded. Fast-forward to my XXXX loans being consolidated down to XXXX, and my PSLF is now at XXXX, and my payment is a whopping {$460.00}?!?! Per month under the SAVE plan. Mind you this was the same exact plan I was under BEFORE consolidating. So, I called Mohela and was told that it was a glitch and that my XXXX payments should show up at some point ; however, it was out of their hands. But, I should call XXXX and request them to credit the XXXX months, or I could request to undo the consolidation. So, I called, and the agent said they could not credit the XXXX payments or undo the consolidation. She recommended I call Mohela back. So, I did that. Mohela then said I needed to call XXXX as they would credit it. I called XXXX, and they said it was the servicer 's responsibility?!?!!!!!!!!! Furthermore, they ( Mohela ) recommended I reapply for the SAVE plan, which I have 4 different times since the original {$130.00} payment. They either cancel the application or mark it as duplicate. I even called and requested that they please not cancel/mark it as duplicate, which they said they would do. Well, I just logged on, and guess what?! They marked it as duplicate, and my payment is still {$460.00} per month. It is beyond frustrating!!! I filled out XXXX years of different employers and contacted everyone at those jobs in 3 different states to have them complete the PSLF application only for Mohela to take the XXXX payments away and only show XXXX even after the PSLF applications say the process was approved. I am beyond done with Mohela! They take hours to answer the phone and do not respond to messages at all!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44515
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A