Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I made payments to XXXX XXXX during the COVID forbearance period. My loan was transferred to MOHELA on XX/XX/XXXX when I submitted my waiver to be included in the temporary PSLF program. I received information about I am eligible for a refund of my payments under the CARES Act in XX/XX/XXXX and was told to submit the request to my current loan servicer, MOHELA. I requested the refund of my {$5700.00} in payments made to XXXX XXXX during the COVID forbearance period from XX/XX/XXXX through XX/XX/XXXX under the CARES Act to MOHELA via their online messaging platform on XX/XX/XXXX. MOHELA responded to my message on XX/XX/XXXX stating they received my request and will process the refund, quoting up to 90 days processing on their end and another 90 days for the Department of Treasury ( DOT ) to pay the refund. On XX/XX/XXXX I called MOHELA as the funds had not arrived. The representative stated only {$1700.00} was requested to be refunded and the authorization for payment sent to DOT on XX/XX/XXXX. I submitted an appeal for the full {$5700.00} I am owed and uploaded proof of payment for that full amount to MOHELA. I have received no response. This morning, XX/XX/XXXX, I was finally able to get a hold of a DOT representative. They said they have no records of a request for payment under my social security number. Please help as my family and I are facing extreme financial hardship as we were expecting to have these funds by now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2023, I received a letter from Mohela stating my federal student loans have been forgiven 100 %. The forgiveness letter states it is retroactive to XX/XX/2023. I have requested information about when it would be reported to the credit bureaus every month since. After the first of the month, since XXXX, I am given different information from Mohela. In XXXX I was told the credit bureaus would be notified after XX/XX/XXXX. In XXXX, I was told the credit bureaus would be notified within 60 days. In XXXX, I was told the credit bureaus would be notified after 90 days. In XXXX, I was told the credit bureaus would notified after 90 days and that my balance wasn't updated in their system until XX/XX/2023. This is completely contrary to the letter I have on filed dated XX/XX/2023. I am filing a complaint against Mohela for not updating the credit bureaus in the change of the balance owed to Mohela and my federal student loans. For inconsistent information and an incorrect date on file. I have spoken to them numerous times and they refuse to transfer me to a supervisor or provide an explanation in the difference in the changes of the dates or length of times to report to the credit bureaus. I want consistency and to know why it hasn't been reported to the credit bureaus yet. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Problem with a company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I disputed this accounts below 3 times with no response ; XX/XX/23, XX/XX/23, and XX/XX/23. MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : XXXX MOHELA/DOFED : MOHELA/DOFED : They did not enter a notice of dispute. They did not send a response back from investigation. Please see the attached letters. Delete this acount immediately for violating my rights : Under 1681i- FAILURE to conduct investigation Under 15 U.S.C. 1681i Paragraph ( 5 ) any information disputed by a consumer an item of the information is found to be inaccurate or incomplete or can not be verified the consumer reporting agency shall ( i ) promptly delete Under 15 USC 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) Duty of furnishers to provide accurate information
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33916
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received an email from the US Department of Education indicating that my student loans are eligible for forgiveness and that the Department of Ed would be reaching out to Mohela to process this within the coming months. On XX/XX/XXXX at XXXX XXXX, I reached out to Mohela to advise of this and to request that my payments be suspended until the forgiveness is processed. I was told I would be placed on an administrative forbearance until XXXX to allow time for forgiveness to be processed. Further, I was assured that NO payments of any amount would be due during this forbearance. Despite this, on XX/XX/XXXX I received an email from Mohela advising that my account is past due. I have attempted to call back to Mohela to speak with a manager but " due to high call volume '' none are availabile. When I told the agent I was willing to wait for a manager to be available, I was placed on a perpetual hold. After holding for an hour and a half, I was forced to disconnect the call as I needed to get back to work.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My employer directed several XXXX dollars towards my XXXX loans held by MOHELA as a retention incentive. My employer intended this sum to be disbursed evenly across my upcoming monthly payments as pay ahead, but MOHELA erroneously applied the amount in bulk to the principle. I have called MOHELA approximately 8 times since XX/XX/2023 attempting to get this problem resolved. Each time, I spend between XXXX and XXXX hours on hold and when I eventually reach customer service, I am assured the issue will be resolved within 3 to 5 business days. It has been 2 months and the problem is not resolved. In the meantime, MOHELA continues to attempt to charge me monthly payments I do not owe, and will report my delinquency to credit agencies within 90 days. I have no further recourse on resolving this issue, as I have been making good faith attempts with customer service for 2 months now, and I can not afford to make payments I do not owe or have my credit score impacted negatively.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been waiting for my PSLF overpayment refund since XXXX ( almost 8 months ). Mohela 's policy is to process refund within 90 calendar days. Mohela has had payment history in their from my prior servicer ( XXXX ) in its system since XXXX. Prior Consumer Protection Bureau complaint ( submitted XX/XX/XXXX ) Complaint ID XXXX Mohela responded in their portal : " Our records indicate, that there are no pending refunds at this time. '' Prior FSA complaint ( filed XXXX ) XXXX Case # XXXX As recently as XXXX XXXX, XXXX " MOHELA is missing the financial histories from XXXX. We can confirm a request has been submitted to obtain the financial histories from XXXX. Prior servicing refunds typically take 60-90 business days when MOHELA has the prior servicing records. '' This is not the case, according to their own records, Mohela has my Advantage payment history. There is currently an XXXX refund request in progress as of XXXX XXXX, XXXX ( reference # XXXX ). Furthermore, Mohela violated the California Student Loan Servicing Act by failing to process and furnish a complete loan servicer payment history ( requested XX/XX/XXXX ). This request was canceled inexplicably. Mohela should expedite my XXXX review and immediately request the U.S. Treasury Dpt. to refund the overpayment amount due ( approx. {$7100.00} based on the balance increase I saw before my loans XXXX out ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95125
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan servicer, MOHELA, notified me on XX/XX/ that my student loans were forgiven as part of the IDR one-time account adjustment. I also received a copy of my Loan Verification from MOHELA as part of their notification. MOHELA stated in the notification letter that they already notified or would notify all national credit bureaus of my student loan forgiveness by the end of XXXX, and that they would process a refund for any payments made towards my loans after the effective date of their forgiveness. MOHELA did not notify all three national credit bureaus of my student loan forgiveness until after I filed disputes on my credit reports on XX/XX/. I still have not received a refund for my overpayments and MOHELA has not made any attempt to contact me since I received their notification. MOHELA also makes it practically impossible to contact them. They do not provide an email address to contact them at. Their internal secure messaging portal does not give an option to send a message about IDR account adjustment refunds nor does it give an option to send a message about something other than their predefined choices. Their wait-times for phone calls are 1-2 hours or more, and their website explicitly states that their customer service representatives have no further information to provide related to forgiveness from IDR account adjustments. On top of this, MOHELA updated my loans current principal balance in my customer account and with all three national credit bureaus to {$0.00} even though their XXXX XXXX stated the current principal balance was - {$4600.00}, which is the amount I overpaid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80831
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called MOHELA regarding the false and fraudulent financial practices targeted towards my person between XX/XX/2023 to present ( XX/XX/2023 ). The notification system stated that the wait time to speak with a representative would be approximately 3 hours. I have been waiting on hold for over 3 hours to speak with a representative. Additionally, I notified MOHELA on XX/XX/2023 that the bill issued and notarized via U.S. Postal service contained several financial errors. Specifically, the bill continued to list my loans under the REPAY plan instead of the SAVE PLAN. Additionally, the bill did not list any interest, only the principle balance. I was verbally informed by the representative that there was approximately {$300.00} in interest associated with my account. It was determined in XXXX of 2023 that this information was false and fraudulent as there should be {$0.00} in interest. I requested that a corrected bill be sent to my person via U.S. Postal service. MOHELA never sent me a corrected bill via mail in XXXX of 2023. I continue to experience financial discrepancies due to MOHELA 's fraudulent business practices. I am still on hold to speak with a MOHELA representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am enrolled in the Public Service Loan Forgiveness Program ( PSLF ). According to my student loan servicer as of XX/XX/XXXX I have completed 116 of the required 120 qualifying payments. As you may be aware, after 120 qualifying payments any remaining balance on my student loans would be discharged under PSLF. I am receiving conflicting information from my student loan servicer, and they seem to be inventing reasons why they can not approve my employment certification form. On XX/XX/XXXX, I uploaded an employment certification form ( which is after my due date of XX/XX/XXXX ). Due to my previous experiences with different student loan servicers I wanted to make sure that my MOHELA ( my current student loan servicer ) had everything they needed to correctly process my employment certification form. I spoke with a supervisor at MOHELA on XX/XX/XXXX, by the name of XXXX. XXXX employee number is XXXX, she advised me that she opened case number XXXX regarding my concerns. Despite talking to a previous supervisor who advised me that everything was fine, XXXX advised me that since my human resources department used a digital signature, my employment certification form would not be approved. XXXX then informed me that I could upload paystubs from my current employer for the last four months. XXXX went on to inform me that she was making notes on the account to ensure that the paystubs and the employment certification form I uploaded on XX/XX/XXXX were processed together. On XX/XX/XXXX, I spoke with another supervisor at MOHELA who informed me that the preceding is not true, and my paystubs would be processed separately. Another employee with MOHELA advised me that my XX/XX/XXXX employment certification had been denied due to the digital signature. A supervisor later that same day told me that no determination has been made yet on the employment certification form I uploaded on XX/XX/XXXX. In an abundance of caution, I obtained a new employment certification form date XX/XX/XXXX, with a wet signature and uploaded that to MOHELAs website. I am greatly concerned about the disparate treatment that MOHELA has for people who are about to have their loans discharged. One employee told me it could take until XXXX of XXXX to finish their processing before they could send it to the Department of Education for further processing. However, if I am late making a payment, I doubt MOHELA, or the Department of Education would wait for XXXX months before taking some sort of adverse action against me. On XX/XX/XXXX, I called MOHELA and was told I was going to be transferred to XXXX, to attempt to resolve this matter. As of the time of writing this letter, according to my cell phone timer I have been on hold for over two hours. I do have my house listed on the market, and my mortgage company has told me they can not move forward with my mortgage application until my student loan shows a balance on my credit report. I would greatly assist any assistance your office can provide. I am respectfully requesting your office do the following : 1. To the extent possible ensure that my most recent employment certification form is processed correctly without any additional delays. 2. After my student loan has been discharged, I am requesting that any overpayments be refunded to me. Thank you for your assistance in this matter. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have recently submitted information for PSFL. In order to do so, I had to consolidate my loans. Recently, my payment counts were updated and did not reflect all of my years of service. I was informed to go to student aid.gov to ensure that all months of my loan status were reported, as that could impact my counts. Upon researching the information I discovered that several years of loan status is not reported and there are several that are reported wrong. Specifically, the years from XXXX and several month I XXXX and the entire year of XXXX are not listed. My resolution to this issue would be to have my status updated so that my payment counts can accurately updated. I would also like a printed copy of this history.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A