Consumer complaint received 2019-09-23
Company: MOHELA
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Keep getting calls about your loan

Complaint:
I have copied and pasted this information from my email conversation that MOHELA already has in their database : Account number is XXXX Thank you, XXXX. 


XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The credit card portion I. Will get back to you within the week because I switch banks during that period ... 

Thank you Sent from XXXX XXXX on XXXX On Tue, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : In addition, were you able to obtain any credit card/ bank statements showing your payments made to XXXX? I am working on getting these payments reimbursed to you, however, management is requesting statements directly from the credit card company. The payments from the ledger you provided are listed here : Registration Fee {$25.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Tuition payment ( XXXX University {$120.00} credit yes XX/XX/XXXX Thank you. 





Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you for sending these, XXXX. 



As for your GI Bill, our agency will send a reimbursement check for the amount that was used for your tuition at XXXX. From the ledger you provided, the amount came out to around {$14000.00}. We have no control over any reinstatement of your GI benefit. The best place to find out is to ask the VA representative if they will reinstate the benefit if the previous benefit was reimbursed. 











XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fw : XXXX university student/URGENT MESSAGE missing documents Inline image Hello and good morning. 



I have done my homework with the student loan department, and uploaded the following documents including the written and signed off letter " request in writing a payoff amount for XX/XX/XXXX '' into their web site. 



I also included a screen shot of the confirmation. 



I also included your point of contact and some emails regarding the payment plan of this loan. 

To my dismay, the student loan web site block any email contact to reach them, and only allow them selves to be reached by phone, or fax. 



Look forward to your email reply to move on with the payment process. 



Further more, will I expect the G.I. Bill reinstatement? 



V/R, XXXX XXXX XXXX XXXX -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX Sent : Monday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student/URGENT MESSAGE missing documents Thank you, XXXX. 





XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Thank you ... will have this amount in the letter by this week Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Thank you for contacting them. All that I need is the total amount that will be due so that the check we send would be sufficient enough to close the account. If there are any other outstanding loan servicers that you obtained loans from, I would need the same documents from them as well. 





XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello. 

Thank you for the follow up ... 



I called the student loan department mohela. 



They can send me a letter or can be downloaded from their web site. However the loan will be in default by that time per their statement. 



For clarification on the letter, is there any other information I should include in the document. 



V/R, XXXX XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating your loan amount to be paid off. Will you please contact Mohela and request in writing a payoff amount for XX/XX/XXXX. We want to confirm that the amount of the check will cover all principal and interest by the time it is sent to them. Once you receive the statement, please forward it to me. Thank you! 





Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing docume [ EXTERNAL ] : XXXX The amount is correct. 

I have not been able to meet their demands. 

All per verbal statements on the phone they explain that making partial payments would still reflect negatively on my record and to my credit. 

Very unwilling to lower the price despite the financial hardship. 

Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, I am currently calculating and sorting all the payments that were made from your loans, grants, and VA benefits. According to the student statement you provided, here is the breakdown : CC - {$1500.00} VA Benefit - {$14000.00} Loans - {$30000.00} Pell Grant - {$5700.00} Please confirm these amounts as well. We also request the you provide any receipts of payment towards the loans or the institution as well as provide back up documentation such as bank/ credit card statements verifying these payments. 







We always encourage all students to keep up with their loan payments if they are able. Restoring your credit may take a long time. 





Thank you. 



Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : XXXX university student/URGENT MESSAGE missing documents [ EXTERNAL ] : XXXX Hello and Good day ; Just following up on case number XXXX ... 



The student loan department has been going through their process of payment not fully received and hurting my credit score which will reflect on my security clearance for the job I hold in the XXXX XXXX ... and become undeployable thus be discharged or discipline for the incident ... 



I'm seeking to resolve this before end of this year. 



Please reply back to update status. 



Thank you and V/R, XXXX XXXX XXXX Sent from XXXX XXXX on XXXX On Thu, XX/XX/XXXX at XXXX XXXX, XXXX XXXX XXXX wrote XXXX Hello and good day. 

I spoke to Mrs XXXX XXXX just to follow up with status of the case number XXXX. 

I have included a screen shot of my mohela student loan amount and other details so to include it in the document files. 



I look forward to your reply. 

cid : XXXX Sent from XXXX XXXX on XXXX On Mon, XX/XX/XXXX at XXXX XXXX, XXXX, XXXX @ XXXX XXXX wrote : Hello XXXX, Management has requested for me to provide with an update on your claim. At the moment, the military leave documents you provided are in the verification process. We aim to have this process completed by the end of this week. I will reach out to you with an update at that time. Thank you again for your patience. 





Best Regards, XXXX XXXX XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX @ XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX , XXXX @ XXXX XXXX Subject : RE : XXXX university student ... missing documents XXXX, Our management team is currently seeking a method to approve your claim. Please allow us time to do so. 



As of now, your last date of attendance was XX/XX/XXXX the school closed XX/XX/XXXX you were not in attendance at the time of school closure which makes you ineligible for STRF reimbursement. Our office is aware you were on military leave therefore ; we attempting to find a way to approve your claim. 



STRF regulations state the student must be an active student at the time of school closure or enroll within 120 days of school closure to receive STRF reimbursement. 



Once again, we are reviewing your claim please allow us additional time to seek an approval method. 









XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Fw : XXXX university student ... missing documents [ EXTERNAL ] : XXXX Hello ... 

I have not received a reply from you about the claim number = XXXX ... I have submitted documents to update the process ... 



I'm very skeptical it takes 1-2 years to review documentation ... 



As explained before ... 

Student loans still want their money from ripped off students as you are well aware of these events ... 



Please reply back of this approval process ... and dont let students like myself hanging -- -- - Forwarded Message -- -- - From : XXXX, XXXX @ XXXX XXXX To : XXXX XXXX XXXX XXXX : Tuesday, XX/XX/XXXX, XXXX XXXX PDT Subject : RE : XXXX university student ... missing documents Will you please send me the information. 





XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX Subject : Re :  XXXX university student ... missing documents [ EXTERNAL ] : XXXX Its included in the email sent to mrs XXXX, mr XXXX XXXX, and mrs XXXX ... 



On Tuesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX XXXX Your last email stated your last date of attendance was XX/XX/XXXX due to military leave. Can you provide proof of military leave? 





XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief  Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX   To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX Subject : Re : XXXX university student ... missing documents [ EXTERNAL ] : XXXX XXXX mrs XXXX XXXX XXXX 



Following up on the STFR application status for approval. 





XXXX XXXX Case number : XXXX XXXX On Wednesday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : XXXX , I received a voice message from you in regards to your STRF claim. Your claim is in the review process. Our office will contact you if further information is needed. 





XXXX XXXX XXXX STRF Analyst Office of Student Assistance and Relief Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX @ XXXX XXXX ; XXXX, XXXX @ XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Re : XXXX university student ... missing documents Good afternoon , This is XXXX XXXX. 

case number=XXXX Recalling the conversation during this morning around XXXX ... ish. 



1. ) I have attached the missing documents that will assist in the application process for your department.

I included 11 documents total which explains the time sequence I attended school and events that took place. 



2. ) The first four are named " image 1-4 ''. This time frame covers the school attendance for last quarter of XXXX. 

It's an email print out conversation I had with the school counselors that used to work there regarding the last course I needed to graduate. I dropped the course because of paternity leave ( new born on XX/XX/XXXX XXXX during military duty, and it explains that I would be on " SAP '' student academic probation program for dropping the course " W '' or failing grade " F ''.

3. ) The 5th document " Reinstatement '' application for the " SAP '' was completed, but not attached on this email ( still looking for it ), but this is what it looked like empty. 



4. ) On the " Loan discharge document '' the transcripts are included starting on page ( XXXX ). 



5. ) the last 5 pages are all military leave orders for XXXX highlighted in yellow on the second page of each attachment : 1st set I was gone on XXXX XXXX set I in processed back on XXXX XXXX set returned to duty on XXXX 4th set I left the states and came back XXXX 5th set I reinstated on XXXX. 



Hence, please note that during my military leave I was never informed that the school was shutting down. It was only until I saw the news a week before at home on my daily morning routine that I found out about the school closure. 



I look forward to your reply, and thank you too much for reaching out to me this morning. 



V/R & SINCERELY, XXXX XXXX XXXX XXXX XXXX On Friday, XX/XX/XXXX, XXXX XXXX PDT, XXXX, XXXX @ XXXX XXXX wrote : Hi XXXX, I hope you received the voicemail I left for you. 



I do have a few follow-up questions regarding your below email. When you reached out to the U.S. Department of Education ( USDOE ), did you specifically request a loan discharge due to the schools impending closure? With a discharge, your loan is cancelled so Im confused as to why they referenced affordable payments. If you arent eligible to have your loans discharged, we will need written confirmation from the USDOE to process your STRF application if you request to be reimbursed for your federal student loans taken out for XXXX. 



Also, depending on your overall eligibility for the Student Tuition Recovery Fund ( STRF ), we may be able to help you receive educational credits ( to help fund your education at another school ) for your GI Bill benefits if you used them while at XXXX. Please have the Department of Veterans Affairs send you a letter, confirming whether you are eligible to have your GI Bill benefits reinstated/reset.

Again, if you indeed arent eligible to have your G.I. Bill benefits reset or your federal loans discharged, we will need that proof in writing if you apply for STRF reimbursement. 



Feel free to give me a call if you have any further questions or would like my staff to conference call with the USDOE or Department of Veterans Affairs. Unfortunately, we can not reach out to either department on your behalf without formal, written authorization. 



Thank you. 



_______________________________________________________________________________ XXXX XXXX XXXX Manager Office of Student Assistance and Relief Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX @ XXXX XXXX Subject : XXXX university student Hello, I'm XXXX XXXX XXXX student at XXXX university in XXXX XXXX, ca XXXX . 

My student ID was XXXX. 

C:XXXX I was in your meeting this Monday XX/XX/XXXX at noon regarding school closing. 

I was the only Male with XXXX kids with me in the room. 



I spoke by phone with my federal student lender mohela to apply for student loan discharge. 

They said I would not qualify for it because of payments I could not afford. 



Furthermore, the loss of credits when transferring will be the same or worse investment because less than 60 % will be accented ; thus sinking me more in debt. 



In addition, I was on military duty every time I tried to return to finish my last class as an XXXX XXXX XXXX. ( Prior XXXX ) I need your help to get this approved. 

Their phone number is XXXX. 

Account number = XXXX. 



Hence, my VA GIBIL was depleted in that school. 



I can attach any documents in the next email for your review. 









Sent from XXXX XXXX on XXXX Show less

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation