Consumer complaint received 2023-07-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: MOHELA
State: GA

Complaint narrative:
My name is XXXX XXXX XXXX. I attended University XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. During that time I obtained a XXXX XXXX XXXX in XXXX XXXX ( XXXX ) and a XXXX XXXX in XXXX XXXX ( XXXX ) from the University XXXX XXXX. For the record, my maiden name is XXXX XXXX XXXX, I got married in XX/XX/XXXX my name changed to XXXX XXXX XXXX. [ I say this because my degree and student loan history prior to XX/XX/XXXX would be found as XXXX XXXX XXXX. ] My student loan history begins in XXXX with University XXXX XXXX XXXX XXXX, my loans automatically transferred to several different servicers such as XXXX XXXX, XXXX, Direct Loan, XXXX, XXXX and XXXX XXXX. On the Department of Education site it shows those loans as being recorded only with XXXX XXXX from the dates of XX/XX/XXXX to XX/XX/XXXX the total of XXXX disbursements during this time to total amount was {$55000.00} all at 2.87 % Fixed Rate. 

XXXX XXXX contacted me XX/XX/XXXX to convince me that I needed to consolidate my loans to make things easier for me to track, so I did, which turned out to be a total of {$57000.00}. [ {$55000.00} - {$57000.00} = {$2900.00} ( we are not sure why we were charged {$2900.00} increase in loan for consolidation. ] On the Department of Education site it shows this loan is XXXX XXXX Entered Repayment XX/XX/XXXX, XX/XX/XXXX In Repayment, XX/XX/XXXX Deferment DA. The XX/XX/XXXX Deferment DA is incorrect of which I will explain. 

From XXXX to XXXX I lived and worked in XXXX XXXX California. I worked full time for the XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX and XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX, XXXX of XXXX XX/XX/XXXX to XX/XX/XXXX. My husband was also a University XXXX XXXX student with his own student loans. In XXXX and XXXX XXXX XXXX was hit with extreme economic hardship and recession. Many people across the district lost jobs and homes. My employment had mass layoffs and I received an extreme cut in pay but still worked full time. My husband, who was also a XXXX XXXX XXXX student, was laid off from his full time job as his company had mass layoffs across several departments. During that time he had applied for over XXXX jobs of which were all documented. He was unemployed for XXXX full years. During this time we ended up losing our house to foreclosure and filed for bankruptcy. XXXX of XXXX called me at my work on XX/XX/XXXX and told me I should sign up for the Doctoral program. I explained I was not able to afford my student loan payments at the time due to economic hardship, they encouraged me to sign up and I would not have to make payments on my student loans which would help me financially because after I obtained my XXXX XXXX I would be making much more money and could easily pay back the student loans. They said in order to get past the recession companys would only hire people with multiple or higher degrees. Therefore if I did that then I would be on the upper hand for surviving this recession. I agreed to enroll but then a few days later decided to cancel as this decision would put us even under more extreme financial hardship. Univ of XXXX was very upset that I canceled, quickly began the paperwork for my student loan with at that time was XXXX XXXX on XX/XX/XXXX, they charged me {$1200.00}, you will see this student loan listed as CANCELED XX/XX/XXXX, the cancellation is reflected on the student loan with a Entered Repayment date of XX/XX/XXXX. They told me this loan had to be paid out of pocket since I canceled, this loan was then transferred to XXXX XXXX and Collections, I had to pay this out of pocket directly. Please note, my LAST day of school at this point was XX/XX/XXXX NOT XX/XX/XXXX! 

What Univ of XXXX did NOT do is let my current service provider know on my existing student loan that I canceled and to change my loan status from In School Status to In Repayment. On the XXXX XXXX Department website it shows the loan for XXXX XXXX is correctly stated as canceled and in repayment as of XX/XX/XXXX. However the XXXX XXXX loans show the loan status as In Deferment, which is incorrect. 

Continuing on, my husband could not get another job because his degree with XXXX of XXXX equaled nothing. The only job offer that came up was XXXX in another state. We had to relocate our entire family and start over on the XXXX XXXX. I had to go to another college to obtain a second XXXX XXXX to replace my XXXX degrees from XXXX. XXXX is a scam, the curriculum they provided me was group projects with other students. They never once offered me any type of assistance in finding a job. They lied about having a team or department of recruiters. They lied about me needing to retake coursework that I had already completed. After we moved to Georgia, I was unemployed XXXX - XXXX and on unemployment for over XXXX years because no one would hire me with a XXXX XXXX and a XXXX XXXX from the University XXXX XXXX. I had no choice but to go back to school to XXXX XXXX  to obtain a second XXXX XXXX in XXXX in XXXX in order to qualify for a teaching position at XXXX XXXX. During XXXX and XXXX I worked XXXX part time jobs XXXX at XXXX XXXX teaching as an online adjunct instructor part time teaching accounting classes. I also worked part time as a substitute teacher at XXXX XXXX XXXX XXXX. In order to be a full time teacher I needed to go back to school to obtain a second XXXX XXXX because the XXXX of XXXX XXXX XXXX was worth nothing to employers. I therefore signed up to attend XXXX University XXXX XXXX program from XX/XX/XXXX to XXXX, during this time I completed by Masters of Arts in Teaching and was hired as a full time at XXXX XXXX XXXX XXXX from XX/XX/XXXX to current date. The loan for this was with XXXX Department XXXX XXXX. This loan eventually was transferred to XXXX XXXX, FedLoans and then Mohela. You will see this loan has been consolidated with the XXXX XXXX XXXX Mohela loan. Which originally was Fed XXXX, transferred to XXXX XXXX, to XXXX {$81000.00}. 

Beginning in XXXX, I submitted my PSLF and TEPSLF and Limited Waiver many times. I even submitted it XXXX more time before the XX/XX/XXXX deadline just because there was such a long gap between not receiving an answer from my servicers. Here is a brief summary of the communication over the past several years : XX/XX/XXXX Completed PSLF Form online and mailed the original. 

XX/XX/XXXX Completed PSLF Form online and mailed the original, still waiting for a response. 
XX/XX/XXXX Completed XXXX form online and mailed the original, still waiting for a response. 
XX/XX/XXXX I received a letter from XXXX XXXX confirming they received my XXXX XXXX but they need more time to determine if I meet the requirements. Still waiting for a response. 

XX/XX/XXXX I received a letter from XXXX XXXX they have determined that I have eligible loans and my employment qualifies for XXXX however they do not yet know whether I have made the required XXXX qualifying payments to be eligible for forgiveness. The letter states before we can determine if you are eligible for forgiveness we must transfer all of your XXXX Department of Education owned loans from your current servier to us. After we receive your loans then we will determine how many qualifying payments I have for XXXX and XXXX. Still waiting for a response. 

XX/XX/XXXX I received a letter from XXXX XXXX stating they received my XXXX XXXX, they determined I do have eligible loan types however I am not eligible due the the fact my certified employment dates listed on my application were prior to the date I received my loans which therefore are not eligible. But this was wrong, my first loan was taken out in XXXX and I am still paying on that loan. However XXXX was ONLY looking at my XXXX University XXXX and Consolidation which was XXXX! They did not go back far enough or take the time to see that this loan goes back to XXXX. Therefore I disputed and contacted them. Still waiting for a response. 

XX/XX/XXXX I received a letter from XXXX stating I do not qualify because I have NOT been in repayment for more than XXXX years. Again this IS WRONG! My loans started in XXXX! Filed complaint need resolution. Still waiting for a response. 

XX/XX/XXXX I received a letter from XXXX staging. They received my PSFL TEPSLF and have determined that I have been employed full time by a public service organization and to watch for my payment count to be updated. Still waiting for a response. 

XX/XX/XXXX Contacted XXXX they said they are very busy but that my payment count would be updated. Still waiting for a response. 

XX/XX/XXXX Completed the XXXX form online again just to make sure they had everything and mailed the original, still waiting for a response. Still waiting for a response. 

XX/XX/XXXX Completed XXXX form online and mailed the original. Still waiting for a response. 

XX/XX/XXXX I received a letter from XXXX stating the Depart of XXXX changed the PSLF program for a limited time and I XXXX be allowed to get credit for payments Ive made on loans that don't normally qualify. This waiver period is temporary and will end on XX/XX/XXXX. They stated they have received my PSLF and TEPSLF and it is determined I meet the employment eligibility and to wait to hear back from them about the payment task. Still waiting for a response. 

XX/XX/XXXX I contacted XXXX to ask for a completed loan payment and transaction details. They replied to me on XX/XX/XXXX by showing details of ONLY the consolidated loan transaction details starting XX/XX/XXXX they are NOT looking at the entire loan only the one that was consolidated. Still waiting for a response. 

XX/XX/XXXX Received another letter from XXXX again only referencing the XXXX date meaning the loan was taken out after I worked for government employment. Again they are looking at the wrong loans. Still waiting for a response. 

XX/XX/XXXX I contacted XXXX to ask for the status of my payment count, they replied XX/XX/XXXX stating they needed a better signature on the pdf by the employer. I resubmitted the information with ink signatures in the pdf. Still waiting for a response. 

XX/XX/XXXX I received communication stating they received the information and the payment counts would be updated. Still waiting for a response. 

XX/XX/XXXX XXXX automatically transferred my loans to Mohela. I wrote to them and stated : My loan qualified for XXXX with and without the XXXX XXXX. I had completed all of this with XXXX before it had transferred to you. Therefore I need my account updated with the loan payments right away. I have XXXX qualified payments. This loan is from XXXX! Please document this and show me the qualified payments for forgiveness. XXXX. Mohela replied XX/XX/XXXX and said sorry its been so long if your issue has not been resolved then please let us know. NO resolution or acknowledgement to the problem. Still waiting for a response. 

XX/XX/XXXX Called Mohela, they said my loan information has not transferred over yet so I have to wait another 30 days. 

XX/XX/XXXX Called Mohela they said the data from XXXX was not transferred over into their system therefore I was required to submit ALL my paperwork that I had already submitted to FedLoans over the past XXXX years. ALL communication was erased on my student loan account with XXXX, XXXX XXXX and XXXX. This is fraudulent activity by student loan servicers. 

XX/XX/XXXX Mohela stated the loan was taken out after my work history ( again wrong information ). Still waiting for a response. We are starting all over again with the problems of now working with a new service provider and again they are ONLY looking at the recent XXXX loan and NOT the actual loan of XXXX. 

XX/XX/XXXX I emailed Mohela and stated they were wrong and supplied correct information. Still waiting for a response. 

XX/XX/XXXX I emailed Mohela again and received no response. 

XX/XX/XXXX Mohela said they needed more information and more time I responded by asking what information in specific no details were provided, the response was auto generated, I supplied ALL information. Still waiting for a response. 

XX/XX/XXXX Mohela said they did not have my employment history. That is WRONG they have all the information it was submitted XXXX times over the past XXXX years. It is even in the document page. Still waiting for a response. 

XX/XX/XXXX Called Moheal spoke to XXXX on phone for over XXXX hours. This was on my XXXX XXXX. When teaching I can not answer the cell phone. I told them to call me back and if no answer to please contact my husband and gave them full permission to talk to him. XXXX said they had to look into it more. Still waiting for a response. 

XX/XX/XXXX they said I did not file a XXXX XXXX and that it does not apply, this is INCORRECT! I did file under the limited waiver. They are wrong. Still waiting for a response. 

XX/XX/XXXX Called more times and never got to a supervisor. Sent a message stating this and no response. Still waiting for a response. 

XX/XX/XXXX Mohela says I was in school status therefore it does not apply. This is wrong, no one answers the question. Still waiting for a response. 

XX/XX/XXXX Called a supervisor who was on the phone for over XXXX hours mostly on hold. They have no records of my in school status, they said they have to contact the Department of Education to confirm. We told them the status is incorrect and explained everything that is listed above in my letter, she actually hung up on us and never called us back. Still waiting for a response. 

XX/XX/XXXX I called Mohela, a XXXX hour conversation ( XXXX hours on hold ) to talk to XXXX # XXXX, was told the dates show In School Status for XX/XX/XXXX to XX/XX/XXXX, I was in economic hardship during that time. I also was not in school during that time either. As mentioned above, my dates of school for XXXX of XXXX ended in XX/XX/XXXX ( attached is a transcript which shows my enrollment. XXXX said I needed to contact XXXX of XXXX to ask them to provide me with a XXXX XXXX to show I was not in school for that time period. I have already emailed XXXX of XXXX and they have no records going back that far. They said I needed to contact XXXX. I have a screenshot of my online account with XXXX XXXX XXXX which shows I have no history with them whatsoever. There is no detail to my account. I can not believe I am still paying on this loan and the school does not have any records that I existed. See attached screenshot. XXXX also said I needed to contact XXXX to show that Deferment status was actually a Economic Hardship status by looking into my XXXX account and seeing the payments being billed. As mentioned above, I did log in and it shows no history till XXXX as the information was not carried over by a prior servicer. Therefore XXXX does NOT have this information. 

XX/XX/XXXX I logged into my XXXX account to see the payment history and loan status history for this account. This information is attached. The detail on XXXX shows they were not my servicer during that time. It shows that my consolidation transferred to XXXX in XXXX which is clearly AFTER XXXX, all payment history from XXXX to XXXX was ERASED and NOT transferred over to them from my original provider. So who was the original provider?? It is not my fault that the data that I had paid on with XXXX servicer was NOT transferred over to another server. That is a problem with data between the XXXX service providers. If I go to the XXXX XXXX or any prior service provider then it shows my accounts DO NOT EXIST. Therefore there is not paperwork to properly show that my XXXX XXXX XXXX was removed. Second, even though the status is incorrect, I was actually under Deferment due to economic hardship during that time because we were not able to afford to make any payments. Therefore the Deferment status that you do see is actually economic hardship placed deferment. 

Then that loan was taken over by XXXX. I filed a complaint with the Better Business Bureau XXXX XXXX because they called me several times each day. When I answered the phone it was a robot that asked me to enter my social security number with no identification that it was a XXXX calling. They made my first UoP student id number my complete social security number, which they gave out to everyone that worked for them without my approval. I even had to use that number to log into my account and give it when I called to speak with a rep from the school. 



I have worked for municipal government for over 14 years follows : City of XXXX XX/XX/XXXX to XX/XX/XXXX City of XXXX XX/XX/XXXX to XX/XX/XXXX City of XXXX XX/XX/XXXX to XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX to the current date. 

I have student loans from XXXX to XXXX ( XXXX of XXXX XXXX and XXXX ). Then XXXX XXXX to XXXX. 

On XXXX records, they have XXXX missing XXXX counts from XX/XX/XXXX to XX/XX/XXXX. This needs to be fixed. I have had over 23 years of ongoing problems with XXXX of XXXX and my student loan history. I have lost my house, and everything we owned because of both my husband and I attending XXXX of XXXX. We had to relocate my entire family and start over with a life in Georgia. I had to go back to school to get a SECOND XXXX XXXX to replace the one I already had with Univ of XXXX. I have worked for over 14 years in government. I should be allowed to have this student loan forgiven for all the problems that it has caused me. You can see I have contacted XXXX back in XXXX to start my first PSLF program, you can see how many attempts in communication to get to this point XXXX years later for missing payment counts to my account. I write to you today, to please update my account so that the XXXX missing payments are accounted for. I also ask that you allow me to have all 14 years accounted for dealing with this fraudulent student loan problem which goes before XX/XX/XXXX. 

The student loan servicers shows NO current documentation of my deferment due to economic hardship. They have no documents with servers to show my loan history. The loans have transferred automatically over the years without my consent. None of their records such as payments, loan status, messages, communications have not transferred over to the new service providers. This is fraudulent activity. What is listed on the Department of Education site for my loan history is only a snapshot of what actually happened. So many other servicers were involved over the years, money was added for no reason, account history and communication from servicers have totally disappeared from my accounts over the years. I have complete documentation to show how many years I have worked for a government agency but my loan providers have not been able to verify or show my loan history. 

University XXXX XXXX XXXX to show they do not have information on my enrollment certification.

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