Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX - Applied for Borrower Defense Borrower Defense Application # : XXXX Borrower Defense Application School : XXXX XXXX XXXX XXXX XXXX Borrower Defense Application Approved " YourRelevant Federal Student Loan debt will remain in forbearance and collections will be stopped until you receive relief. Your credit report will also be updated to reflect this discharge when it is complete. '' XXXX - XXXX Mohela because my loan was not in forbearance. They refused to put it into forbearance for me even though XXXX XXXX XXXX specifically indicates that it has to remain in forbearance until the discharge is completed. Contacted FSA who also could not help me, but suggested I file a complaint. XXXX - Filed FSA complaint against Mohela ( Feedback Case # XXXX ) XXXX - Received email from Mohela stating " According to our records, an Exceptional Discretionary Forbearance has been placed on your loans for the periods of XX/XX/XXXX through XXXX/XXXX/XXXX. The Office of Federal Student Aid ( FSA ) had sent MOHELA notice to process a Borrower Defense to Repayment forbearance onto the account per your claim. XXXX - My Mohela account reflected end date of XXXX/XXXX/XXXX XXXX - Mohela took me out of forbearance and payment due XX/XX/XXXX. Emailed Mohela XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Tried several times to reach by phone. Unsuccessful. XXXX - Contacted FSA who was not able to help me. Filed a 2nd complaint ( XXXX XXXX # XXXX ) XXXX - Contacted FSA Borrower Defense. They said I had to contact Mohela to place me into an administrative forbearance, and could not help me. XX/XX/XXXX - Payment overdue. Next payment due XX/XX/XXXX. Sent several emails through Mohela account - no response. Called Mohela yesterday ( XX/XX/XXXX ). Finally got through to someone who kept putting me on hold and then we were disconnected. Did not receive a call back even though they verified my phone number and asked my permission to call me back if we get disconnected. Tried calling twice this morning. Hours indicate they open at XXXX. Called at XXXX and XXXX and message indicates that they are closed, but that their hours begin at XXXX. I now am past due and have another payment due XX/XX/XXXX. How do I get Mohela to put me back into an administrative forbearance?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18901
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XX/XX/2023, my federal student loans were forgiven as part of the Public Service Loan Forgiveness Program. I received the official later the next month ( dated XX/XX/2023 ). The student loans continued to show on my credit report. In XX/XX/2023, I filed disputes with the credit bureaus which were closed when Mohela incorrectly reported that my loans still maintained a balance. I emailed Mohela and recieved no response. I think called Mohela and was told the credit reporting process had started in XX/XX/XXXX, but could take up to 90 days ( I was given a day in early XX/XX/XXXX as when the process should be complete ). I then recieved a response email ( after the date I was given over the phone ) stating that credit reporting could take 60-90 days. I responded that it had been over 90 days, but received no response. On XX/XX/23, I called Mohela. After providing the above information, I was transferred to the resolution center. I've currently been on hold waiting for someone to answer for 108 minutes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted paperwork and was approved for the XXXX XXXX. I have worked the same non for profit and had my loans for 14 years. Then I get a message from Mohela that my student loan payments have started back up and I was confused b/c last I heard all my payments were forgiven. I first called Mohela and the person I spoke with stated that sometime during my process XXXX changed criteria and no longer accepted " copied/scanned '' signatures ; they needed to be " wet '' signatures. So the application that student loan.gov will not accept/approve b/c of copied/scanned signatures from my employer which means the system shows I still OWE THE PAYMENTS and now I '' m 39 days past due. I called Mohela XXXX other times. All conversations documented. I'm currently been on the phone with Mohela for XXXX hour XXXX mins. I was talking with a representative that put me back on hold forever then told me he had to transfer me to someone else?!?!?! Guess what, I'm still on hold!!!!! His name is XXXX employee number XXXX. The time before this I spoke with a lady that stated she will put my loans in " deferment '' until my application has been processed and approved. I have XXXX reference numbers- # XXXX and XXXX. Seriously!?!?!?! is this acceptable treatment of customers???!?!?!? I am at work trying to do my job as I wait on the phone. This is horrible. Everytime I call, I get different answers!!! AND I'm not getting anything resolved and I am NOT paying b/c I know when my application is approved, I will have to wait to receive my money back from the government!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46041
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: To whom it may concern, Please be advised that I have attached a copy of Feedback Case # XXXX which was originally sent to the US Department of Education regarding problems I am having with regard to having qualifying payments not being credited to my PSLF account. On Monday, XX/XX/XXXX, I spoke with a representative of the federal student aids ombudsmans office who advised me that there is nothing he can do. This is ridiculous. Someone needs to be accountable for the mistake that is being made on my account. Prior to submitting this complaint, I went back and forth with MOHELA representatives and supervisors for 8 months for them to tell me that there was nothing they could do. I have submitted my evidence and have been fighting with MOHELA from XXXX of this year until XXXX of this year with no relief in sight. MOHELA has blamed the department of federal student aid, and the department of student aid has blamed MOHELA. Prior to MOHELA becoming my student loan servicer, there was never an accusation or note on my account of my student loans ever being placed in bankruptcy. I cant even understand where this information came from and MOHELA could not explain it either. Please understand that I will not be letting this matter go. I will continue to send letters and escalate it to the president of the United States ' office and broadcast this on the news if I need to. These missing qualifying payments are inhibiting my ability to have my student loan debt forgiven which is hindering my livelihood and I want this problem solved! Fast! Feedback Case # XXXX Pending Case Information Date Submitted XX/XX/XXXX Category Repaying My Aid Subcategory Discharging, Cancelling, or Forgiving My Loans Case Description To whom this may concern. I am submitting this formal complaint against the United States Department of education, as well as with the loan servicer, MOHELA due to a major discrepancy in which I am not properly being awarded qualifying months towards my PSLF. I am finding it extremely difficult to have this situation rectified using regular protocols of telephone calls and submitting evidence to the servicer via email. I have spent countless hours going back and forth with them only to be told that the way things currently stand are the way that they will be and that I would need to have my bankruptcy status changed with the court system, which is on necessary. I have been told that several years of qualifying payments do not qualify because I have filed a bankruptcy in the year of XXXX. None of my student loans have ever been placed on a bankruptcy discharge petition. None of them. The period that I am discussing is from XX/XX/XXXX up until XXXX of XXXX. This bankruptcy was a XXXX XXXX and I have submitted all of the documents from the court, which indicated all of the creditors, which were actually listed on the discharge petition, and my student loans is not on that list. Throughout this entire period, I have submitted documentation, and applications as I was utilizing an income contingent repayment plan, and the payment amount was {$0.00} throughout this entire time. I never requested any forbearances or anything that would place me out of repayment status during this period. I am and have been a United States employee since XXXX of XXXX. I do not understand why this is difficult to undo. I am pretty sure that the department of education was notified of my bankruptcy status only because it is a creditor on my credit report, but not because it was placed on my bankruptcy. This is hindering my ability to enjoy my quality of life, and all of the hours that I have to spend on the telephone, to no avail, is extremely aggravating and frustrating. There would have been absolutely no reason for me to place a student loan on a bankruptcy petition, knowing that it was next to impossible to discharge a student loan in a bankruptcy. So, I really need for someone to look into the situation, thoroughly and clear it as soon as possible. MOHELA advised me that the US Department of education is to blame for this situation being the way that it is and that they could do nothing more about it. So I am asking you to do and handle this problem the way that it should be handled. Your Messages XXXX XXXX XXXX added a message XX/XX/XXXX XXXXXXXX XXXX Please accept this message as a formal request to escalate my case to the ombudsman group for further review. Thanks. XXXX XXXX XXXX added a message XX/XX/XXXXXXXX XXXX XXXX Good day. It has now been more than 45 days since I submitted my complaint and to date, I have not received any response. The student loan payment pause is now over and according to my records, should my case be fixed the way it's supposed to be, I should be very close to, if not, eligible for my student loans to be forgiven. Please send a response at your earliest convenience to provide an update as to where this case currently stands. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 I contacted Mohela to ask about my account balance, SAVE plan, and loan repayment. I was informed that my account was in the process of being updated and that no payments would be due for the months of XXXX through XXXX. I had already made my XXXX payment and inquired about a refund. The representative said I was absolutely entitled to a refund and placed a request ( Request # XXXX ). I called today and asked about the status of my refund. I was informed the request was canceled because the refund would make my account delinquent and that no refunds were allowed to be given from payments made before my loans were consolidated. I requested to speak with a supervisor to assist with the situation and was placed on hold for 2 hours. I gave up holding when business hours ended as I assumed my call would not be resumed after the office was closed. The consolidation was applied for in XXXX and wasn't completed until XXXX. Their delay in processing was the reason the payment was made before loan consolidation. Additionally, I did not receive notice of my account being in forbearance until after the payment was made. If I was informed of my account status I would not have made the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71203
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela Student Loan Servicing - Can not contact anyone about account errors and confusing platform. My repay plan was approved and the account says for me to pay {$86.00}. It said in XXXX that I do not have a payment due. But I kept noticing emails from the Dept. of Education that my loan repayments should be starting in XXXX, and now recent my loan is pass due. I paid XXXX and XXXX on the following dates : Payment made on : XX/XX/2023 Confirmation # : XXXX Payment Amount : XXXX Payment Effective Date : XX/XX/2023 I paid XXXX on the same day -- In a separate payment : See different confirmation numbers. Payment made on : XX/XX/2023 -- I added a note in the comments that the payment is for XXXX. Confirmation # : XXXX Payment Amount : XXXX Payment Effective Date : XX/XX/2023 It shows on the payment history as if I made one payment of {$180.00} -- all went to interest. Customer Service : I can not get a hold of customer service and I have waited 5 hours one day without anyone picking up. The website says that there is a high call volume every day. I have been trying for a month to talk to someone. The Platform : VERY confusing and lists over 30 loans that have different due amounts of {$1.00} here and here. They are transferring to a new platform soon. XXXX XXXX : I sent my documents for my XXXX XXXX requirements. I have been XXXX XXXX XXXX XXXX that qualify for the grant for XXXX XXXX now. They send it back to my XXXX incomplete. My XXXX ( XXXX XXXX Dept of Edu ) and I explicitly check all boxes. I need to know the status -- - no response. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96797
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received documentation from MOHELA on XX/XX/XXXXXXXX that I was being placed on an " Administrative Forbearance ''. My 120th qualifying payment month for XXXX was XX/XX/XXXX, so on XX/XX/XXXXXXXX I called MOHELA to request the forbearance be lifted so that I could make my final qualifying paymemt. Call duration was 1hr22m42s, with approximately 10 minutes spent actually speaking to a representative. I inquired if the month in forbearance would qualify for forgiveness and was told it wouldn't ( incorrect ). I requested it be lifted and was informed it would be in 3-5 business days. The forebearance was not lifted until the end of XXXX, at which point no bill for XXXX was generated. As information online and direction from the Dept of Ed indicated these processing forbearances would count, I submitted a manual Employer Certification Form ( ECF ) on XX/XX/XXXX. I waited for the form to process as the website states it will take 30 days to process. I received a letter from MOHELA approximately 30 days after id submitted my ECF stating that they had just them received my form and to expect processing to take an additional 30 days from the date of the letter. On XX/XX/XXXXXXXX I logged in to my FSA account to determine if there was any status update on that website. There was an ACTION NEEDED flag on my ECF form submitted on XX/XX/XXXXXXXX indicating that an electronic signature from my employer was required. I switched my signature method from manual to electronic via FSA on XX/XX/XXXX, the request was sent to my employer XX/XX/XXXX, and was completed on XX/XX/XXXX. The form was signed by the same HR employee from my organization for the initial physical form, and when the request was changed to an electronic signature. I never received communication from MOHELA or FSA that additional action was needed, and I sent a message to MOHELA on XX/XX/XXXXXXXX expressing my dissatisfaction with how this submitted form has been handled. I received no response from MOHELA. I contacted MOHELA via telephone on XX/XX/XXXXXXXX ; call duration was 47m3s with approximately 7 minutes spent speaking with a representative. She confirmed my personal information, including name, primary and secondary phone numbers, email address and physical address. I requested clarity on the status of my ECF and current payment counts. She did not share anything of value on the call beyond telling me that the XXXX forbearance would qualify for forgiveness under PSLF, however that she could not give me a timeline on when that would reflect on my payment tracker. I inquired about the ECF I'd submitted and she said it was visible to her and processing. Beyond that she offered no clarity on when I could anticipate an updated payment count. I also inquired as to why my XXXX payment hasn't posted yet as it was reflecting as processed and money has been removed from my account. I have confirmed auto-debit set up, however the website had told me I had a past due amount notification on the website and I wanted to confirm that the payment processed on time so it would count as a qualifying payment. She told me that payments wouldn't show up on the tracker until it updated in their system and it felt extremely dismissive. If my money has been debited and it shows as a past-due amount on the website despite documented confirmation of auto-debit status, that's concerning as a borrower. I logged in to MOHELA on XX/XX/XXXX as I had a message alert. I was met with a pop up that I needed to confirm my primary phone number as it was not on file, which makes absolutely no sense as it was verified less than XXXX hours previously. Upon completing that I checked my message from MOHELA that stated their records indicated I'd spoken with a representative and so they " will assume this inquiry has been handled ''. Additionally upon review of my documents section my ECF that was electronically signed and received on XX/XX/XXXX was noted to be CANCELLED, and my manual form received on XX/XX/XXXX was noted to be a DUPLICATE FORM. It appears from my end that the representative I spoke with took actions to delete information from my file ( primary phone number ) and also did not inform me of what action would be taken regarding my XXXX status. I am left to wonder how best to resubmit to avoid this same issue, all while I continue to make unnecessary payments for an undetermined amount of months while MOHELA " processes '' forms. There is poor to no communication from MOHELA, and their reps do not seem to have even the most basic understanding of XXXX or how to help borrowers. I previously had submitted multiple ECFs while with XXXX without ANY problems, and this has been an absolute nightmare dealing with MOHELA. It truly feels as though their representatives are acting maliciously or purposely trying to cause undue harm and unnecessary stress to borrowers. Borrowers are spending ridiculous amounts of time waiting on hold only to be given incorrect, incomplete, or unhelpful information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 558XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Balance increasd in XXXX XXXX XXXX .COVID POLICY had forbidden MOHELA to collect /froze pmts..Balance increase for essentially a XX/XX/XXXXXXXX pmt. when Pmts. start XXXX XX/XX/XXXX. Main Issue is that MOHELA did not fwd to Credit Bureau .a footnote ( that all due to ) to Mohelas unpreparedness on matter difference between restarting loans and any balance increase not borrowers fault ( nor late ) if pmts start in XX/XX/XXXX. As such a footnote/waiver to when is a pmt, restarts and balance increasing due to U.S. GOVT saying pmts restart in XXXXXXXX .No billing statement sent ( XXXX % mumbo jumbo ) for XXXX XXXX Made Payment on or XX/XX/XXXX. On XX/XX/XXXXXXXX ... 15 DAYS AFTER MY PMT.THEY SEND NEGAITIVE STATEMENT to credit bureau with XXXX reort that pmt made on XXXX = balance decrease compoundwed with COVID POLICY on student loans
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XX/XX/2023, I attempted to create an account on Mohelas website in order to manage my federal student loans. I was getting errors saying the info I was providing was wrong. I tried to call their customer service and waited for hours to be transferred endlessly. After many conversations, the customer resolution department told me to send them an email with my info for it to be corrected within two weeks. I sent an email on XXXX. After 23 days, my account info is still wrong and I can not create an account. My loan payment is due soon and no one on the phone can help. I am on hold for hours and the call gets disconnected. Mohela is extremely irresponsible and poses security risks as they are clearly mixing up several peoples records. My social security number appears to them under a different name.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX XXXX XXXX. They have erroneously denied and/or processed my XXXX application incorrectly. I have attempted on several occasions to complete the required employment certification for XXXX. I worked at XXXX University from XXXX of XXXX through XXXX of XXXX, and currently work for XXXX XXXX XXXX XXXX, which I began in XXXX of XXXX and last certified on a XXXX form in XX/XX/XXXX. All of this employment was submitted in XX/XX/XXXX, at which point only my current employment was approved. I resubmitted my employment with XXXX in XXXX. I recently received a notice that my XXXX employment was approved, however when they approved my XXXX it appears they removed my employment at the XXXX XXXX XXXX XXXX. Previously, I had XXXX qualifying payments, XXXX through XX/XX/XXXX, however now it lists none, and states the reason is no employment was certified. The letter approving XXXX only has XXXX listed and not the XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A