Student loan -- Dealing with your lender or servicer -- Complaint #6923020
Complaint Overview
Complaint ID: 6923020
Company: Mohela
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: New York
ZIP Code: 11553
Date Received: 2023-05-02T12:00:00-05:00
Date Sent to Company: 2023-05-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I would like Mohela to review the XXXX years they skipped in reviewing my application for the student loan forgiveness limited waiver. It has been approximately 545 days ( XXXX years ) since I submitted my limited waiver application for loan forgiveness. I have been stuck in a continuous loop of being told 3-4 months or 90 days, since XX/XX/XXXX. The years from XX/XX/XXXX to XX/XX/XXXX ( approximately XXXX years ) still haven't been reviewed under the limited waiver. My qualifying employer certification on file is from XX/XX/XXXX to XX/XX/XXXX ( XXXX years ). After several calls and online account messages to XXXX ( loans transferred to Mohela ) then to Mohela, Mohela stated on XX/XX/XXXX that it would take it would take 3-5 business days for reprocessing due to a servicer error, however months later the years still haven't been reviewed. I received a letter from Mohela on XX/XX/XXXX and student aid in XX/XX/XXXX, stating the review was done, however, the years XX/XX/XXXX to XX/XX/XXXX still show as not being reviewed. My account with Mohela shows review of my limited waiver application as completed and no longer shows a form status of processing. Below is a summary of account activities and written communications ( there were phone calls made in between ) : XX/XX/XXXX - Consolidation application submitted to consolidate loans held with XXXX into a direct loan under XXXX. I had an existing direct loan with XXXX and an employer certification in my account covering 8 years, for the period XX/XX/XXXX - XX/XX/XXXX. XX/XX/XXXX - Received a voice message from XXXX and a letter in my XXXX account stating that I will lose credit for qualifying payments already made to the required XXXX payments, for my existing direct loans, if I consolidate. XX/XX/XXXX - Letter received from XXXX that my existing direct loans were separated from the loans XXXX trying to consolidate ( I made the decision after receiving a call, letter and speaking to a XXXX customer service rep. I was told that I would lose my years already credited, if I consolidated and that it would be better to not consolidate ). XX/XX/XXXX - Letter from XXXX that the loan consolidation completed. I now have XXXX separate direct loans. XX/XX/XXXX - Letter that existing direct loan forgiven. Consolidated loan not reviewed. XX/XX/XXXX - Submitted written request to student aid to review account ( this is after several calls and consolidated loan review not being completed ). A letter was received with only 51 qualifying payments for PSLF/TEPSLF ( nothing for limited waiver ) and stated that the review was completed. XX/XX/XXXX - Submitted letter to XXXX for reconsideration and XXXX to the ombudsman for help. XX/XX/XXXX - Received letter from XXXX that my loans are transferring to Mohela. XX/XX/XXXX - Reprocessing request submitted to review XXXX - XXXX since those years were never reviewed and Mohela still hasn't reviewed my account. A current employer certificate was submitted and received by Mohela, which goes to XX/XX/XXXX. XX/XX/XXXX - Sent message to Mohela to confirm that my loan payments will include a review of the missing years XXXX - XXXX for the limited waiver. I previously spoke with a representative in XX/XX/XXXX who submitted a reprocessing request for the missing years. XX/XX/XXXX- Mohela sends a message stating that they have submitted a new review today, because submitting a reprocessing request due to a servicer error now, has been updated and now only takes 3-5 business days for processing and that I will be notified once completed. XX/XX/XXXX - Received a letter from Mohela that the review has been completed. I now have XXXX qualifying payments for the limited waiver and XXXX years of the XXXX years that werent previously requested to be reviewed, still havent been reviewed. I called a few days later and was told it will take another 90 days, or longer, most likely into XX/XX/XXXX to be reviewed. Student aid also sent a letter with the same count saying completed. XX/XX/XXXX - Sent a message to Mohela once again, asking them to review the missing years once again.
Frequently Asked Questions
What is Complaint #6923020 about?
Complaint #6923020 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-05-02T12:00:00-05:00.
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.