Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA acquired my loan from XXXX recently. It is almost impossible to reach them by phone, there is constant loops blaming the popularity of the federal program ( basically, they are blaming the federal government ). When I was able to reach someone once, they claim to not have my XXXX information from XXXX. I have absolutely no confidence in this organization and I fear I'll miss the XXXX deadline.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Called XX/XX/XXXX to get a refund for payments i made during Covid. Was told it would take 14 days for a refund and my balance would come up to original state in 5-7 days. It was then XXXX and I called them to follow up on a statues and was told it can take up to 60 days but my request was submitted according to the rep and waited on the line for 3 hours before finally speaking to them. It is now XXXX and I have yet not seen any action on my end my loan balance is the same and I have not seen my balance go up or even see a refund in progress on my bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have tried calling and emailing to ask Mohela questions regarding my PSLF waiver and applying qualifying payments to my account. I can not get ahold of anyone nor have they responded to my emails even though they have been marked as read. Additionally, my approved application reflects 7 years of employment and that I am currently employed, again my qualifying payment count does not reflect this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44720
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I believe that I should qualify for the XXXX as I have made over 120 eligible payments. I submitted all of the required documents ; however, XXXX did not count many years of my eligible work. The loans were recently transferred to Mohela, and I continually try to contact them to ask why all of my payments are not being shown but I can never get a hold of anyone. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an application under the Temporary Expanded Public Service Loan Forgiveness Program to : U.S. Department of Education, MOHELA, XXXX XXXX XXXX, XXXX, MO XXXX. I have proof of delivery because I required a signature. Mohela received my application form, with all the required verification of employment, On XX/XX/2022, at XXXXXXXX XXXX Every time I use their website ( https : //www.mohela.com/pslf ) to check my application status, I get a message stating, " your PSLF form could not be found. '' I have proof that they received it and that " XXXX XXXX '' signed for it. Why can it not be found? I also have a serious concern about the fact that Mohela is suing the US Government to prevent anyone from getting their applications approved and to prevent debt cancellation of $ XXXX for anyone. There is a blatant conflict of interest here, yet from what I have seen, the CFPB has done nothing about it. To make matters worse, worried applicants have tried to contact so-called " service representatives '' at Mohela and can not get through. People are waiting as long as nine hours on hold and usually get disconnected with no opportunity to speak with anyone. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 450XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: With the PSLF special waiver I reached the XXXX qualifying payments required for loan forgiveness in XXXX. I consolidated my loans under the special waiver in XX/XX/XXXX. After the consolidation was complete, my payment history from XXXX XXXX XXXX disappeared. I have a detailed payment tracker from XXXX from XXXX stating I was in forbearance during that time. My loans transferred from XXXX to Mohela XX/XX/XXXX. I called Studentaid.gov ombudsman to discuss the missing history and I was told that my loan servicer has to request my loan history from the department of education. Mohela is not taking any customer service calls. I am unable to email or message them electronically either. The complete lack of information and ability to reach customer service is unacceptable. With the waiver expiring XX/XX/XXXX many are in the dark regarding their loan status, eligible payments etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11554
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I received a letter in the mail in XX/XX/2022 from a company called XXXX XXXX stating that I was eligible for the consolidation of my student loans, and I am eligible for loan forgiveness. I called them and we set up a plan that would make my debt forgiven after 120 payments. In order for them to make the documents they said I had to pay {$800.00}. I wasn't able to pay that amount up front, so we set a payment plan to take three separate payments out over a span of a couple weeks. Since then, {$39.00} have been coming out of my bank totaling {$1000.00} has been taken out of my checking account and no changes have been made to my student loan status nor have these payments been applied to my loans. I contacted Federal Student Loans and told I was scammed, and these forms are free to contact my bank. I have all of my emails and agreement from them. When I finally got through to them, they made me feel like I was making things up and even said in my agreement I was able to do these forms for free. Nowhere in the agreement said that. Unfortunately, my bank can not resolve my issue as it is 60 days before the transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11419
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I, XXXX XXXX, applied for student loan forgiveness months ago through the XXXX XXXX XXXX XXXX ( PSLF ) Program. The deadline to submit the app is XX/XX/22. Per Mohela 's phone recording, I never submitted an application nor do I have any student loans! I called and called and called and have been on hold for hours and then Mohela disconnects the call. It seems that they aren't taking any incoming calls at all anymore despite getting a very hefty government contract to manage this program. Mohela is supposed to provide a basic service and hopefully some decency in this process. I've even tried to send a secure message via XXXX- it says to call. I call- it says my call can't be answered. I try to DM via XXXX, but they XXXX their messaging. I've also DM 'd on XXXX no response! What am I supposed to do to get in contact with them to actualize my application and to just make sure it's even received? Mohela is systematically blocking access to this program, which XXXX XXXX put in place to make accessible to those of us who qualify, but we, the public servants, who dedicated our lives to serving our communities are denied qualifying for programs because of organizations like Mohela who work to block access. We as a society have been traumatized enough and dangling these programs without actually proving accessibility to them until after the deadline should be criminal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called Mohela today and I have been unable to speak with a live representative. I keep being passed from automated to automated machine. No option of speaking with anyone. After 30 minutes going around in circles I gave up. I just need to speak to a live representative so I can get the assistance I need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33334
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I made payments to my direct loans with Mohela during the Payment Pause period starting on XX/XX/XXXX. I called my loan servicer and was informed that I am eligible for a refund for all payments that were made during the Payment Pause period. I was told that the process will take 60 days or more but most likely the latter. I am also eligible for the One-time Federal Student Loan Debt Relief and was told by my servicer that the refund I am eligible to receive will reinstate the loan balance that was paid during the Payment Pause period. However, the loan servicer could not provide any confirmation that my refund has been confirmed either via email or confirmation number. They could not provide any information that my reinstated loan balance, after the refund has been dispersed, would be forgiven prior to the end of the extended Payment Pause date on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92027
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A