Student loan -- Dealing with your lender or servicer -- Complaint #7118361
Complaint Overview
Complaint ID: 7118361
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: 049XX
Date Received: 2023-06-14T12:00:00-05:00
Date Sent to Company: 2023-06-14T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I'm part of the PSLF program and reached my 120 payment total and submitted the final employer certification in XXXX XXXX XXXX. Right around this time, my loans were moved to MOHELA. A year later, my loans still have not been discharged and MOHELA can't tell me why or where in the process my application is. They have stated to me that in order to discharge my loans, Federal Student Aid needs to let them know what my final payment count is, which happens after an automated communication from MOHELA is sent when I reach 120 payments ( MOHELA also states that there is no record of this automatic communication, so they can't look up if it has happened or not ). After contacting FSA twice, I have been told both times that this is not true and that MOHELA is responsible for the entire discharge process, and that FSA is just notified when it is completed. While digging into my fifth phone call with MOHELA during the year, I was told by one of their supervisors that FSA is not being honest with me because they don't want me to call them, and that it has been so long with my loan because the Department of Education has a computer glitch to figure out ( the representative said that they've seen this before ). XXXX XXXX XXXX it's been a year since my loans should have been discharged for PSLF, and both MOHELA and Federal Student Aid are pointing the finger at each other and neither company can give me any answers.
Frequently Asked Questions
What is Complaint #7118361 about?
Complaint #7118361 was filed against Mohela regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-06-14T12:00:00-05:00.
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.