Consumer complaint received 2024-09-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: MOHELA
State: MO

Complaint narrative:
MOHEALA BY LAW NEEDS TO 1 provide a FULL ACCOUNTING of all monies pd on now discharged loans 2 PROVIDE fulll refund of said moneys ASAP they are in violation of court order XXXX XXXX XXXX XXXX  case info below : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : : XXXX complaint Closed Submitted Status Submitted to the CFPB on XX/XX/year> Product Student loan Issue Dealing with your lender or servicer We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT please respond asap IN WRITING Q : Is there a record or flag on my loans that show it was to be urgently and fully discharged under XXXX? Q : Is there any payment history that is hidden to XXXX, known only to mohela that might be a reason for the delay on the instructions? Q : Is there anything about this loan discharge that is more or less complicated than other loans in this category? Q : Is Mohela aware of the XXXX  apps that are overdue? 

Attachments XXXX XXXX - XXXX  ( XXXX XXXX  ) Federal Student AidXXXX  ( XXXX XXXX  ) XXXX  Borrower Defense Application_ # XXXX ( XXXX ) XXXX  ( XXXX XXXX  ) XXXX XXXXXXXX  ( XXXX XXXX  ) Approval of Your Borrower Defense Case Under Exhibit XXXX  of the XXXX XXXX XXXXXXXX Settlement XXXX XXXX ( XXXX KB ) XXXX ( XXXX KB ) Approval of Your Borrower Defense Case Under Exhibit XXXX  of the XXXX XXXX XXXXXXXX XXXX XXXX XXXX KB ) FSA Borrower Defense Application_ # XXXX ( XXXX ) - XXXX ( XXXX KB ) Federal Student Aid - XXXX ( XXXX KB ) View full complaint Sent to company Status Sent to company on XX/XX/year> We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company still working XXXX XXXX response is in progress as of XX/XX/year> The company has responded that it is still working on your issue In some cases, companies need more time to respond. You should receive a final response within 60 days from the date we sent your complaint to the company. 

COMPANY 'S INTERIM RESPONSE Additional research is needed in order to respond effectively. Thanks, MOHELA XXXX responded XXXX XXXX responded on XX/XX/year> Response Type Closed with explanation Company 's Response Dear XXXX XXXX : MOHELA has reviewed your complaint made with the Consumer Financial Protection Bureau ( CFPB ) regarding your eligibility for discharge through Borrower Defense to Repayment. Please note that XXXX is able to access all records and payment history pertaining to your federal student loans. The Borrower Defense ( BD ) Group handles student loan debt relief on behalf of XXXX based on findings against schools that have been determined to have mislead students or engaged in other misconduct in violation of certain state laws. MOHELA does not have the authority to make this determination on behalf of XXXX. Our records indicate that as of this writing, MOHELA has not yet received confirmation that your loans are eligible for further discharge through XXXX XXXX to XXXX. For details surrounding an existing claim, you may send an email to XXXX. MOHELA will continue to update your account and complete any necessary balance adjustments as information is received. Our records indicate that you are on an Exceptional Discretionary Forbearance through XX/XX/year>, as directed by XXXX, due to the submission of your claim for Borrower Defense to Repayment. As such, for the duration of this forbearance, no payments are due. Please be aware that the end date of this forbearance is subject to change, based upon the timeframe necessary to evaluate your claim. If you would like to request a removal of this forbearance, please contact MOHELA at the information below. If you have any other questions or concerns, please dont hesitate to contact a member of our Customer XXXX XXXX XXXX XXXX from XXXX to XXXX Mondays, XXXX to XXXX Tuesdays and Wednesdays, or XXXX to XXXX Thursdays and Fridays, Central Standard Time. You can also visit www.mohela.com. Sincerely, MOHELA Feedback requested Status Feedback requested on XX/XX/year> Feedback due XX/XX/year> Provide feedback about the companys response We welcome your feedback on how the company responded to your complaint. You will have 60 days from when the company responded to share your feedback. The CFPB will share your feedback responses with the company and use the information to help the CFPBs work with consumer complaints. 

Closed The CFPB has closed your complaint. 
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Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation