Student loan -- Dealing with your lender or servicer -- Complaint #6636236
Complaint Overview
Complaint ID: 6636236
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Maine
ZIP Code: 040XX
Date Received: 2023-03-01T12:00:00-05:00
Date Sent to Company: 2023-03-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I consolidated my loans to work towards PSLF and they were transferred to MOHELA on XX/XX/XXXX. I received two separate notices from MOHELA on XX/XX/XXXX both claiming that my employers had not provided signatures or that the signatures were not in the proper form. In their communication, MOHELA did not identify which employers were the cause of the issue or what the proper signature format entailed but nonetheless directed me to go to my employers, obtain the proper signatures in the proper format, and resubmit. However, I had already checked on the possibility of PSLF with my old serviced ( FedLoan ) and the missing/improper signature was already a known issue for at least one employer. Thus, when I consolidated and resubmitted the PSLF paperwork I ticked the box indicating that I would have difficulty getting signatures/my employer would refuse to certify. This put the responsibility of obtaining the signature in the proper format on MOHELA. To my knowledge, MOHELA has not called any of my employers or requested any corroborating information ( paystubs, W2s, etc. ). I would also like to add that it has taken MOHELA nearly nine months to even get this far ( a total of 272 days ). The process of checking for a wet-ink signature or appropriately formatted e-signature should only take a matter of seconds, even if done by hand and not using an automated system. Tracking down employers and getting them to submit proper signatures could take more time, but nothing anywhere near nine months. It is unclear if MOHELA did contact the employers but, assuming they did and the employers still did not submit a proper signature, that further implicates MOHELA in failing to follow Department of Education procedures for servicers of student loans. Borrowers should not be responsible for MOHELA 's failure to clearly communicate, nor should borrowers be expected to have any leverage over employers than MOHELA does. Indeed, because adverse interactions with HR can jeopardize further employment, borrowers have arguably much less leverage.
Frequently Asked Questions
What is Complaint #6636236 about?
Complaint #6636236 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-03-01T12:00:00-05:00.
How did Mohela respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Mohela?
Yes, visit the Mohela company profile at readthecomplaint.com/company/mohela to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.