Date Received: 2023-12-16
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I applied for full PSLF in XX/XX/XXXX as I successfully attained over 120 qualifying months on all of my student loans. On XX/XX/XXXX, I noticed that my form was processed, however my qualifying counts reduced from well over the required amount to XXXX on each loan. According to MOHELA 's site, all of my payments made from XXXX to XXXX were ineligible as they claim I was in forbearance at the time. I was not in forbearance but was in repayment for that entire time, and I regularly submitted documentation to update my payment counts, showing that I had qualified months due to my payments. I was with XXXX and then XXXX during that time, however my loans were transferred to MOHELA just last year. My loans should be now eligible for forgiveness as I followed all required criteria, however it seems that MOHELA is stating I still need several years of payments as they are not counting any of my previous payments that were already approved. I have a document showing that all of my loans were qualified on MOHELA 's site prior to this update that may be shared, if needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is an addition to Compliant XXXX. I received a call from MOHELA at XXXX XXXX XXXX on XX/XX/XXXX. They left a XXXX second message that ended after call back at XXXX. I logged into my account to contact them and found they are not counting payments made towards XXXX in XXXX. I was employed by the State of Kentucky and was not in school. I have called and messaged them and it still isn't fixed. The original call was in XX/XX/XXXX. All forms have been submitted. I graduated in XXXX and did not reneter school until XXXX. I need to be credited these payments. I also made payments during COVID after XXXX said they would count. I still have not received a payment for due date of XX/XX/XXXX. The system does not match what they say my payment is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40272
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Company is Mohela. My name is XXXX XXXX, I had my federal student loans with Mohela ( that have since been paid off XXXX PSLF ). XXXX XXXX XXXXI started receiving USPS mail addressed to a XXXX " XXXX XXXX from Mohela. I didn't open the mailing, returned to sender because that is not my name. *Checked online, my account name with Mohela is still XXXX XXXX XXXX XXXXI called Mohela , spoke with a rep to inform them I was being mailed something meant for someone else and to please fix the issue. XXXX continues coming for XXXX XXXX XXXX '', I return each and every one. XXXX XXXX *I call and speak with someone at Mohela who acknowledges she can see that my last name changed in the system in XXXX but there is no note, or usual action to explain why. She said she is making a note for it to be changed back and that I should not be concerned this will impact me because my student loans are tied to my social security number and not to my name. In the meantime, because I have applied for my actual loans held by Mohela to be discharged through the PSLF program, the representative puts my payments in " Administrative Forbearance '' so that I will not have to resume payment in XXXX. XXXX XXXX *I am now receiving phone calls from Mohela to pay my loans. I check online and my account name is now XXXX " XXXX ''. I send messages through the website, as well as call. Every agent tells me to submit another message and ask for a supervisor to remedy this issue. *I submit a " name change '' to get Mohela XXXX change my name back to my actual name, XXXX XXXX by submitting their own correspondence to me that addresses me as XXXX XXXX XXXX *No supervisor ever gets back to me, but my name does change back to XXXX XXXX Mohela 's website. XXXX XXXX *my loans are forgiven through PSLF and I get correspondence that my balance is now {$0.00}. I check the website and it also shows my account " in good standing '' and a {$0.00} balance. *However, I continue to get near daily phone calls that I am past due on paying my loans to Mohela XXXX *My name changes from XXXX XXXX " XXXX '' and back multiple times in XXXX, every time I send a message that my name is incorrect. *I try to email the Mohela Ombudspeople using emails found online, received no response. XXXX XXXX *I ask the Federal Student Aid Ombudsperson to intervene and have Mohela address why they keep changing my name and calling me about past due accounts that I have no idea about. So far the only result is that Mohela has changed my name again to " XXXX '' on the website but has not addressed what is going on. *XXXX XXXX - I get a credit monitoring alert that my credit score has dropped XXXX points because of " derogatory marks '' from Mohela .. *XXXX XXXX - I dispute these with each credit bureau XXXX The account number ( same number for all four accounts : XXXX ) does not match up with the account number ( XXXX ) that shows when I log into the Mohela website- which I send to each credit bureau XXXX XXXX XXXX - Mohela website message says " my name change has been approved and it is now XXXX XXXX *XXXX tells me on XX/XX/XXXX that these are my accounts and to take it up with the CFPB, XXXX and XXXX are still investigating. *I look on Mohela 's website and now it's asking for all of my demographic information and the name on my account is XXXX XXXX XXXX ''. I know there are only two things to explain what has happened, a ) someone has stolen my social security number and is using it for student loans or b ) Mohela has mixed up accounts and names but is refusing to fix it. I know the actual answer is b ) because there is nothing else that shows up on my credit report other than the name XXXX that is attached to the Mohela accounts that are not mine : no new addresses, phone numbers, or any other information - but to be safe I did also put in an identity alert with each bureau. This is actual insanity because a company has just added accounts to my social security number, and a new last name on their own and despite my MONTHS long attempt to have them correct it - is refusing to explain how it happened or to resolve it. In the meantime there are ramifications for my financial well-being, my emotional and mental health as I spend so much time and energy correcting a mistake that wasn't mine, that seems easy to fix and yet here I am.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84010
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my application to the SAVE program through Nelnet in the beginning of XX/XX/2023. I then heard nothing. On XX/XX/2023 I received an email request requesting more financial records in order to approve my request, I responded by email on XX/XX/2023 with all the requested documentation. Since then my application has still been processing and my student loans are accruing interest. I have requested updates on my SAVE application several times the only update I get is that my application is still processing. It has been 4 months. When I have tried to call the wait is so long I can not get through to anyone.
Company Response: Company can't verify or dispute the facts in the complaint
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is skewing my PSLF payment counts unfairly. They told me payments were due in XXXX and XXXX, I MADE those payments ( XXXX was made on XX/XX/23 for {$550.00} due on like XX/XX/XXXX or XXXX and XXXX was made in the amount of {$480.00} ) and despite Mohela 's website saying these payments were due, they are not counting them towards my PSLF count and saying both payments were ineligible for PSLF due to " being in deferment or forbearance '' -- -my account was NOT in deferment or forbearance as the website showed the payments were due! No payments would have been due if I had actually be in deferment or forbearance... but the website showed the payments were due and what amounts were due and I made both payments by the due dates that the website initiated. They are lying about my account being in forbearance or deferment because if I had been, no payments would have been due but they WERE due and I paid them and I want the payments to be counted towards my PSLF count. They are trying to scam me out of eventual PSLF by not counting payments they said were due and lying about my account being in a deferment when it wasn't! Every single payment I make should count towards PSLF!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55313
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: On XX/XX/XXXX, I submitted PSLF reconsideration case no. XXXX to Federal Student Aid FSA. Below is the PSLF reconsideration issue I presented to FSA in case no. XXXX. I submit this reconsideration request because XXXX did not include over two years of qualified government service in my TEPSLF/PSLF payment calculations. Because of this error I have been denied an overpayment refund. I have worked for qualified employers since XX/XX/XXXX including employment with XXXX XXXX, Maryland government from XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX the TEPSLF waiver was announced, accordingly, I submitted my employment certification for several government employers, including XXXX XXXX, Maryland ( copy included ). As my qualifying payments changed, I never saw this service updated in the payment calculations, but I relied on the website information that my application was in process. What had been accepted was my first qualifying employment, the Maryland Judiciary, and my subsequent employment, XXXX XXXX Government, but not the years in between at XXXX XXXX, Md. That employment at XXXX XXXX adds twenty-nine qualifying payments. Because the website was periodically updating, and because I had submitted all the correct information, I simply remained patient and confident that XXXX would correct and update all the information I submitted timely. See XX/XX/XXXX XXXX email and response attached. On XX/XX/XXXX, I was granted forgiveness of my student loans. However, I also lost major access to my account on the XXXX website and awaited an overpayment refund which I calculated I was entitled to receive. On XX/XX/XXXX, I contacted XXXX regarding this issue. That same day I resubmitted the XXXX XXXX, Md. certification for supervisor review and followed up with an email to XXXX which stated : On XX/XX/XXXX, I spoke with XXXX XXXX representative XXXX XXXX # XXXX regarding my recent student loan forgiveness under the PSLF waiver. The main reason for my call was 1 ) to confirm that all of my employment verifications were approved and, 2 ) whether or not I would be issued a refund for overpayments. After speaking with XXXX, I was informed that one of my employment verification forms was not included ( XXXX XXXX, Maryland from XX/XX/XXXX to XX/XX/XXXX ) in my loan forgiveness determination. This form was submitted with several others on XX/XX/XXXX after the waiver was announced. I believe this form should have been included in my payment counts and would have provided me with an additional XXXX years of qualifying payments. Thus, making my forgiveness date sometime in XXXX. XXXX informed me that he would forward this issue to a supervisor for further review and after review the matter may need to be submitted to the Dept. of Education. Today ( XX/XX/XXXX ) I have uploaded another copy of the XXXX XXXX employment verification form to the website. Again, this employment verification form was originally provided on XX/XX/XXXX. Please let me know if you need anything further. Thank you. I received no further contact from XXXX. On XX/XX/XXXX, I contacted XXXX to inquire about this issue and whether any decision has been made. I was told that the supervisor/reviewer denied the request and that I should get the employment certification form resigned because it was over 90 days old and resubmit the form to XXXX. I was also instructed that I should file this reconsideration request on studentaid.gov. Below are my notes from this phone call with XXXX : XX/XX/XXXX - per my phone call with XXXX ( id # XXXX ) regarding my XXXX XXXX TEPSLF form for XXXX government service, I have recertified and submitted this form for reconsideration of my total payment counts and refund of eligible payments in excess of the XXXX necessary for forgiveness. I want to reiterate : 1 ) the XXXX XXXX, Maryland employment certification was submitted on XX/XX/XXXX. ( copy included ) I have recertified this employment and resent it to XXXX per their advice on XX/XX/XXXX ( copy included ) 2 ) I was never contacted by XXXX regarding an problem or issue with this employment verification form, and 3 ) when calculated accurately, I am entitled to an overpayment refund for any payments made after XX/XX/XXXX. XXXX During this time I called FSA, MOHELA multiple times, waited for hours to speak to someone, and was provided conflicting information or was told to speak with a supervisor or the " escalation group '' which lead to no action. Several times I was provided a supervisors name and contact number and told to call back in 10 days, only to find out the phone number was not in service or no operator knew of the person or department. On XX/XX/XXXX, I received notice that the case was closed. Specifically the email stated : " Congratulations! You have received Public Service Loan Forgiveness. '' However, the major concern and reason for the reconsideration was not addressed at all. FSA, nor MOHELA, made no determination regarding 1 ) the qualifying employer and payment count issue or 2 ) the overpayment/refund issue. For PSLF reconsideration case # XXXX I contacted FSA and MOHELA several times and was provided confliction information about the status of this inquiry and my request for review and refund. On XX/XX/XXXX, I opened another case with FSA case # XXXX which is currently pending for the same issue. I have had no further contact with FSA or MOHELA due to the confusing responses I have received, hours long wait times for no answers, or requests that I call back to certain phone # 's which are later found to be disconnected or inoperable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans transferred to Mohela earlier in 2023 and they put me on the higher IDR payment in error due to " not recertifyingin time '', but that was pushed out due to the covid forbearance. It took several months from XX/XX/2023 to XX/XX/2023 for my IDR plan to be corrected due to Mohela 's processing mistake. I was told by multiple supervisors that the forbearance time from XX/XX/2023 to XX/XX/2023 would still count towards PSLF as it was placed on my account administratively to allow Mohela time to correct their mistake. I also have a forbearance covering XX/XX/2023 as well that I didn't request and that was Mohela 's doing. I'm participating in the PSLF program and want everything to be in compliance to count towards PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have sent an online message to MOHELA on XX/XX/2023 with no response. Today XX/XX/23 I got the following message from MOHELA : " Your recent secure message received on XX/XX/2023 is expected to be reviewed and responded to within the next 15 business days. ". This means that it takes TWO MONTHS to receive a response from my loan servicer. When you submit an online message MOHELA 's website says " response with in 3 to 10 days ''. So their website is relaying inaccurate information and their response time is 2 months to answer an online message which is simply unacceptable for a loan servicer I owe thousands of dollars to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I am writing to officially lodge a complaint concerning a series of unsatisfactory interactions with MOHELA representatives, specifically regarding billing and income-driven repayment ( IDR ) issues. On XX/XX/XXXX, at approximately XXXX EST, I initiated a call to discuss an unexpected charge of {$690.00} to my bank account, a significant increase from my last payment in XX/XX/XXXX, which was {$470.00}. During this call, I interacted with XXXX representatives XXXX, XXXX, and XXXX each providing varying levels of information but ultimately failing to resolve my concerns. XXXX admitted on the call that MOHELA failed to notify about the IDR recertification acceptance. My primary issues are as follows : Lack of Proper Communication : Despite my repeated inquiries and a formal request for clear communication in XX/XX/XXXX, MOHELA has consistently failed to inform me of critical changes to my IDR plan. This lack of communication has led to unexpected financial charges and considerable distress. Inadequate Service and Support : Each representative provided incomplete or unsatisfactory answers. Notably, XXXX abruptly terminated the call at XXXX EST without addressing my concerns or arranging for a callback. Policy Transparency and Compliance Issues : My request for a record of the conversation was denied, citing company policy. Furthermore, MOHELA refused to provide a copy of this policy. This raises concerns about transparency and accountability, particularly since my loan agreement is under the jurisdiction of the U.S. Department of Education, suggesting that federal policies should apply. Given these experiences, I request the following actions : A thorough investigation into the handling of my account, specifically regarding the uncommunicated changes to my IDR plan and the unexpected charge of {$690.00}. I would like it referred to the DOJ for wire fraud. Clarification on MOHELA 's policies about customer communication, call recording, and the sharing of policy documents. An official response detailing how MOHELA intends to rectify this situation, including reimbursement for the undue financial burden caused by the uncommunicated change in payment amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX, I put in an application to consolidate my loan. The information said I could continue to make payments during the application process and the consolidated loans would be adjusted. During the application, I made 2 payments - 1 on XX/XX/XXXX for {$1800.00}, and 1 on XX/XX/XXXX for {$13.00}. Because of where the loans were in the process, the payments were not reflected in the consolidated loans and the payments were " applied '' to future payments but are not showing towards my loan balance. I have spoken to customer representatives several times and eventually was informed, they could not process those payments towards my current consolidated loans because they are not the same loans so I requested the money to be refunded. On the call on XX/XX/XXXX, they said they were processing the repayments and it would take up to 60 days to receive the funds. I never received email confirmation but trusted them. I called today to check on the status of the refund and was first told that they were no refund processing in the system and they would resubmit the refund. I asked to speak to a supervisor and was on a hold for over an hour ( after already being on the phone with the first customer service person for 1 hour 30 mins just to explain my situation ), eventually having to leave due to another appointment. I called back later today to have another customer representative tell me that the refund was refused because the loan was paid in full ( i.e. due to the consolidation process ). I am now waiting again to speak to a supervisor and have wasted at least 20 hours in total trying to get this almost {$2000.00} applied to my loans balance or returned to me with conflicting information from each customer representative and no communication of the status outside of me actively calling. I.e. no communication that the repayment was " denied ''. If this money is not returned or applied to my loan balances, this is theft and incredibly stressful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A