Business Profile

Loans

MOHELA

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Complaints

This profile includes complaints for MOHELA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,078 total complaints in the last 3 years.
1,380 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My loans were transferred from ******* Servicing to Mohela in August 2022. I created an online account to verify the information Mohela had and to my surprise all of my PSLF Applications and ECF forms were not showing up. Therefore, I did not have a PSFL Payment Tracker. I then consolidated my loans which finish processing on December 8, 2022. I resubmitted my PSLF Application along with ECF forms on 10/22/22 (contained an error resubmitted 01/01/2023). The forms were processed on today, February 2, 2023. I called today, 2/2/23, and spoke to a supervisor who informed me my two employers and employment dates (over 10 years) were approved. She also informed me that although ******* Servicing had completed a count of repayment, forbearance, and deferments that Mohela has to redo it and then it has to go to the Department of Education then back to Mohela for forgiveness. She said each of these steps takes 90 days. She then looked at my account history and stated I do not have the required number of payments (120). I informed her that some of the time I had forbearance and deferment. She stated that that would not count towards the 120 for forgiveness and told me my public loan forgiven would not be forgiven at this time. Using the limited PSFL waiver, I have over 120 qualified payments. My first student loans went into repayment 09/19/2005. The servicer was **** ******** *********** **** * ***** ******** ***** ***** ***** ******. I know the PSLF loan forgiveness did not start until 10/2007. So, because I have eligible employment verification my count should start at 10/2007 and continue until 11/2008 (that's 10/2007, 11/2007, 12/2007, 1/2008, 2/2008, 3/2008, 4/2008, 5/2008, 6/2008, 7/2008, 9/2008, 10/2008, 11/2008 ).

In 12/2008 for the loan with **** * ******* *********** **** * ***** ******** ***** ***** ***** ****** I went into a in-school deferment. I stayed in in-school deferment until 09/09/2011. I understand that this timeframe does not count.

There was an administrative forbearance on 09/10/2011, then a hardship deferment from 10/24/2011 until 01/09/2012. There's another administrative forbearance from 01/10/2012 to 03/11/2012. From 03/12/2012 to 04/09/2012 I was in repayment. From 04/10/2012 to 08/30/2012 it was a hardship deferment. From 08/31/2012 to 09/09/2012 I was in repayment. The period of 09/10/2012 to 08/11/2014 was hardship deferment. From 08/12/2014 to 09/15/2014 I was in repayment. From 09/16/2014 to 11/14/2014 it was administrative forbearance. The period from 11/15/2014 to 11/09/2016 was in repayment. From 11/10/2016 to 12/11/16 was an administrative forbearance. The period from 12/12/2016 to 10/21/2022 was in repayment. From 10/22/2022 to 12/08/2022 was administrative forbearance.

So,

Loan Status Date Effective
Paid-in-Full by Consolidation (PN) 12/08/2022
Administrative Forbearance (FB) 10/22/2022
In Repayment (RP) 12/12/2016
Administrative Forbearance (FB) 11/10/2016
In Repayment (RP) 11/15/2014
Administrative Forbearance (FB) 09/16/2014
In Repayment (RP) 08/12/2014
Hardship Deferment (DA) 09/10/2012
In Repayment (RP) 08/31/2012
Hardship Deferment (DA) 04/10/2012
In Repayment (RP) 03/12/2012
Administrative Forbearance (FB) 01/10/2012
Hardship Deferment (DA) 10/24/2011
Administrative Forbearance (FB) 09/10/2011
In School Deferment (DA) 12/01/2008
In Repayment (RP) 09/19/2005

According to *********************** the limited PSLF waiver allowed for :
- may receive credit for past periods of repayment on loans that would otherwise not
qualify for PSLF.

- If you had FFEL Program loans, ******* ******* ****** or other federal student loans, and took steps to consolidate your loans into a Direct Consolidation Loan to qualify for PSLF, you can get credit for past periods of repayment prior to the consolidation.

- Past periods of repayment will now count whether or not you made a payment, made that payment on time, for the full amount due, or on a qualifying repayment plan.

- Forbearance periods of 12 consecutive months or greater, or 36 cumulative months or greater will count under the waiver. In fall 2022, ED will begin making account adjustments to include these periods. Forbearance periods provided by the COVID-19 emergency relief flexibilities are not included toward the PSLF counts for 12 or 36 months.

- Months spent in deferment before 2013 will count under the waiver. Additionally, ED will include economic hardship deferment on or after Jan. 1, 2013. ED will apply these periods of deferment to your account in fall 2022.

Therefore since I consolidated my loans and have approved eligible employment the following months should count towards my 120 qualified payments:
10/2007
11/2007
12/2007
01/2008
02/2008
03/2008
04/2008
05/2008
06/2008
07/2008
08/2008
09/2008
10/2008
11/2008
09/2011
10/2011
11/2011
12/2011
01/2012
02/2012
03/2012
04/2012
05/2012
06/2012
07/2012
08/2012
09/2012
10/2012
11/2012
12/2012
01/2013
02/2013
03/2013
04/2013
05/2013
06/2013
07/2013
08/2013
09/2013
10/2013
11/2013
12/2013
01/2014
02/2014
03/2014
04/2014
05/2014
06/2014
07/2014
08/2014
09/2014
10/2014
11/2014
12/2014
01/2015
02/2016
03/2016
04/2016
05/2016
06/2016
07/2016
08/2016
09/2016
10/2016
11/2016
12/2016
01/2017
02/2017
03/2017
04/2017
05/2017
06/2017
07/2017
08/2017
09/2017
10/2017
11/2017
12/2017
01/2018
02/2018
03/2018
04/2018
05/2018
06/2018
07/2018
08/2018
09/2018
10/2018
11/2018
12/2018
01/2019
02/2019
03/2019
04/2019
05/2019
06/2019
07/2019
08/2019
09/2019
10/2019
11/2019
12/2019
01/2020
02/2020
03/2020
04/2020
05/2020
06/2020
07/2020
08/2020
09/2020
10/2020
11/2020
12/2020
01/2021
02/2021
03/2021
04/2021
05/2021
06/2021
07/2021

Mohela is not following what the Department of Education has put in place for the limited PSLF waiver. I want Mohela to contact ******* *********** **** ** ***** ******** ************* ** ************* or the Department of Education to obtain the correct information and forgive my loans using the PSLF limited waiver.
Business Response
Date: 02/03/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/03/2023
Complaint: ********

I am rejecting this response because:
The business, Mohela, has not responded with a resolution. They attached the original attachment in my initial compliant submission and hit the proceed/reply button. They did not provide explanation on my payment count. Here is the information again. Hopefully I receive a response to my specific issue with a resolution and not a generic response or no response with an attachment.

***** *****
Business Response
Date: 02/07/2023
MOHELA has received this customer’s inquiry. Please be
advised that MOHELA will send a written response to, and/or will speak directly
with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/09/2023
Complaint: ********

I am rejecting this response because:
the company Mohela, do not answer provide an answer or resolution in their response. They did not provide count the months from the information below that should be counted. I have now also filed a compliant with CFPB. The CFPB claim number is ***************. Hopefully Mohela will understand that I have over 120 months that qualify and NONE have been counted.

Mohela is not following what the Department of Education has put in place for the limited PSLF waiver. I want Mohela to contact ******* *********** **** ** ***** ******** ************* ** ************* or the Department of Education to obtain the correct information and forgive my loans using the PSLF limited waiver.

Sincerely,

***** *****
Business Response
Date: 02/10/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
IM A VICTIM OF ID THEFT ON OR AROUND THE YEAR 2000,2001 A UNKNOWN PERSON APPLIED FOR FEDERAL STUDENT AID USING MY PERSONAL INFORMATION WITHOUT MY PERMISSION..
Business Response
Date: 02/02/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Initial Complaint
Date:02/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ref: Mohela Account Number ************
I took out three Parent Plus loans on behalf of my daughter. The loans were originally serviced by ******* Servicing but subsequently transferred to Mohela. Last year, one loan with a disbursement date of 9/10/12 was completed paid off and I have a letter from Mohela dated June 23, 2022 confirming it. The remaining two loans were also paid off last year, however, when the President announced the loan forgiveness program, I requested a refund and received approximately $4700. I resumed payment on these loans in October 2022. The Mohela billing statement dated 12-15-22 shows a remaining balance of approximately $3500. This is also the amount reflected on my credit report. However, Mohela shows a payoff amount much higher. When I called to question the discrepancy, I was transferred and no one was able to give me an explanation. I am simply trying to ascertain the correct balances on the two outstanding loans so I can pay them off in their entirety. Thank you or your assistance.
Business Response
Date: 02/02/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My student loans were transferred from ******* Servicing to Mohela in August 2022. I submitted my Public Srvice Loan Forgiveness (PSLF) application to ******* Servicing on August 9, 2022 when I made my 120th payment under the PSLF program. Mohela did not process my application upon the transfer from ******* servicing. I resubmitted my PSLF application on September 6, 2022 to Mohela. After 60 days of waiting, the form status was marked as a 'duplicate' on November 1, 2022. I called in to speak with a Mohela supervisor to find out why. Mohela supervisor stated that it was a computer error. They resubmitted the form again on November 1, 2022. My payments counts were finally officially updated to 120 qualifying payments on December 16, 2022. As of February 1, 2023, my application still shows as 'processing' on Mohela's website. I contacted a Mohela supervisor again on January 31, 2023 for a status update to see when I can expect my application to processed for forgiveness. Mohela supervisor stated that their is no timeframe available and blamed the Department of Education for dragging their feet on the PSLF applications. As a public servant for the past 10 plus years, whom has met the requirements of the PSLF program under federal law, it is not acceptable for Mohela to keep student loan borrowers in limbo. Whys is this process in such disarray? Please process my application and provide some transparency and timeliness!
Business Response
Date: 02/02/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/03/2023
Complaint: ********

I am rejecting this response because:

I have spoken with Mohela several times regarding this issue. Their position is that they are incapable of helping because they are at the mercy of the Department of Education. Mohela has been unwilling to contact the DOE to request assistance on behalf. Anything short of Mohela offering assistance with processing my forgiveness after 6 months of waiting is unacceptable.

Sincerely,

****** *********
Initial Complaint
Date:01/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have submitted my Public Service Loan Forgiveness form for the period of April 4, 2011 through February 15, 2013 three times.

The first time, MOHELA counted April 2011 through August 2011, five months, and ignored September 2011 through January 2013, 17 months.

The second and third times I submitted this form, they marked it as duplicate.

I have been provided no explanation as to why they are not counting 17 months of payments. I have all my tax records from those years demonstrating I paid my student loans. They send no official communication. There is no appeals process I can locate. They do not accept emails. I have waited on the phone 9+ hours and never got through. This has been going on for eight months!
Business Response
Date: 02/02/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/02/2023
Complaint: ********

I am rejecting this response because: I have not received any communication or been able to speak directly with someone at MOHELA for nearly eight months. My account is active. My contact information is accurate. And yet, my MOHELA inbox remains empty. I have received no mailed letters of explanation. No one picks up my calls. No one calls me. So this response via the BBB is simply more of the same non-action, non-response.

Sincerely,

***** *** *** *****
Business Response
Date: 02/06/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/06/2023
Complaint: ********

I am rejecting this response because: I have not received any communication or been able to speak directly with someone at MOHELA for nearly eight months. My account is active. My contact information is accurate. And yet, my MOHELA inbox remains empty. I have received no mailed letters of explanation. No one picks up my calls. No one calls me. So this response via the BBB is simply more of the same non-action, non-response.

Sincerely,

***** *** *** *****
Customer Answer
Date: 02/10/2023
MOHELA sent me a letter confirming my employment with ***** ** ***** ********** from 04/04/2011 to 02/15/2013 qualifies for PSLF (Attachment 1, MOHELA Letter Dated 2/3/23). However, MOHELA has not updated the payment count, which currently reflects zero qualifying payments between 09/2011 and 01/2013 (Attachment 2, MOHELA Payment Tracker Screenshot, Taken 2.10.23). There are 17 months missing from my payment count, which means I have made more than 120 payments and my loans should be forgive
Business Response
Date: 02/10/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/16/2023
Complaint: ********

I am rejecting this response because: My MOHELA payment count is incorrect. Please update my payment tracker to include these 17 payments, which the letter I received from MOHELA dated 2/3/2023 confirmed are qualified:
- September 2011
- October 2011
- November 2011
- December 2011
- January 2012
- February 2012
- March 2012
- April 2012
- May 2012
- June 2012
- July 2012
- August 2012
- September 2012
- October 2012
- November 2012
- December 2012
- January 2013

Sincerely,

***** *** *** *****
Business Response
Date: 02/16/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/16/2023
Complaint: ********

I am rejecting this response because: THE INFORMATION PROVIDED IN MOHELA’S FEBRUARY 3, 2023 PERSONAL LETTER (ATTACHED) DOES NOT MATCH THE INFORMATION ON MY ACCOUNT PAYMENT TRACKER (ATTACHED).

Please add these 17 missing qualifying payments to my account payment tracker:

September 2011
October 2011
November 2011
December 2011
January 2012
February 2012
March 2012
April 2012
May 2012
June 2012
July 2012
August 2012
September 2012
October 2012
November 2012
December 2012
January 2012

Sincerely,

***** *** *** *****
Initial Complaint
Date:01/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to reach Mohela for months and every time. I wait on hold for 2 to 3 hours. I have been working with the government for over 13 years. FDIC, US Census, FEMA, SBA, and SSA. I have 92/120 qualifying payments which does include 36 months of IDR payment (of which my payment was 0). My loan was placed in forbearance which was't need because my payment was 0. I finally got though today and ask why my form for ***** ********* wasn't included in my count. 02/2021-11/2021 which is 10 additional months to court toward forgiveness. Your representative was rude- and said OH MY GOD !! Put me back in quence. I told her that I would file a formal compliant with FSA and Department of Education-Ombudsman office because of continue servicing delay and mishandling on certification. Resolution--updated the months of 36 IDR payment per federal guidelines which should forgive my loan balances ASAP. My cell ************. Thanks
Business Response
Date: 02/02/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 10/16/2023
Mohela, I’m requesting that you complete my loan forgiveness application timely. I met 120 on August 1, 2023. You have placed my loan on forbearance without my permission. You call is 160 minutes wait at 7:00 am which is ridiculous! ****** ****
Business Response
Date: 10/16/2023
MOHELA has received this customer’s inquiry. Please be advised that
MOHELA will send a written response to, and/or will speak directly with, the
customer addressing the issues raised in their complaint. Financial privacy
laws prevent MOHELA from providing your office with borrower-specific
information, or any specific information regarding MOHELA's response to the
complainant. If, however, your office receives further communication from the
complainant regarding this matter, please do not hesitate to contact MOHELA
directly.
Initial Complaint
Date:01/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a form in August 2022 from my employer from 2011-2013 for PSLF but was informed their was an issue with the signature so resubmitted the form with an actual signature from the head of HR in September 2022. The form was processed and my current employer was updated but my employer from 2011-2013 was not with no information from Mohela. I called Mohela and the agent noted this issue and put the form back in and noted that there was a new signature on the form and it would need to be updated. She thought that processing had missed the updated signature on the form. She did this in October 2022. The form was reviewed this week (end of January 2022) and marked duplicate and I was not updated for 2 years from this employer. It was not a duplicate because they never added the employer and both my cover letter and that of the agent noted this. There was a new signature on the form per their request. I called again and spoke with an agent today and then a supervisor who both agreed that there was an issue and that this should have been approved so they sent a message to processing. No one is able to resolve and actually help you. Hence, I have been dealing with this form with no information from Mohela since August 2022. I am well over the 120 payments with this employer added. Each time you resubmit a form, even if their error, it puts you back in the process for over 90 days.
Business Response
Date: 02/01/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/01/2023
Complaint: ********

I am rejecting this response because: I have not received any communication from Mohela as of yet and asked for a call from the company so that I can actually hopefully speak with someone who can resolve the issue. Again, I have been dealing with this since August 2022 and have spoken to multiple agents at Mohela who are helpless as they do not work in processing which keeps marking the form duplicate. Each agent notes the error but says they are not able to fix the issue. I have been on phone for almost 2 hours trying to get a resolution after having to wait for supervisor. As I called Mohela again. I also filed a case with Mohela #********. This is a very easy issue to fix if someone would just look at the form.

Sincerely,

***** ****
Initial Complaint
Date:01/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mohela is the student loan servicer for the Public Service Loan Forgiveness (PSLF) Program. In this program, you have to submit Employment verification to show that you work full time (30 hours or more per week) at a qualified non-profit. Then, after you have certified and made 120 monthly payments, your student loans are forgiven. I submitted my employment verification form on October 19th, 2022, with several periods of employment being certified, including 9/2009-7/2011, and 8/2022-10/2022. They did give me credit for the three month period between 8/2022 and 10/2022, but they incorrectly marked 9/2009-7/2011 as only having worked less than part time. Both forms were filled out exactly the same, with the full time box checked, and the weekly hours worked being 30. When I spoke to them on the phone, they agreed that they had made a mistake, didn't know why, but will put it back to be reprocessed. In the attached PDF, you can see both forms - they are filled out exactly the same, with the same employer, the same signatures, etc. One was accepted and I received the proper credit for it, the other was marked as being below half time and I was not given credit for this time period.

Despite the fact that this is their glaring error, they are telling me that I have to start back in the beginning of the queue and wait again for my form to be reprocessed - which they estimate will take another 60 business days. They were unable to provide me with any evidence that this is happening, and I have very little faith in them due to their continued negligence.
Business Response
Date: 02/01/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/01/2023
Complaint: ********

I am rejecting this response because:

I have not heard anything from Mohela.

Sincerely,

**** ****
Initial Complaint
Date:01/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm just exhausted by all of this.MOHELA/DEPT OF ED is lying on my credit report and I've never had anything to do with them. They're breaking the law as a debt collector by falsely reporting to my credit. Account # ********** is false and against my rights and the Fair Credit Act.

I've included the definition of the violation in the attachment. I just need proof of this supposed account, like the original application, contract, note or anything else with my signature. If not, please delete it from my credit report as soon as possible. The law gives you 30 days to complete the reinvestigation.

Can you please make sure the creditor sends the validation documents to the BBB and to me via certified mail. It's important to keep things fair and not brush me off. Thank you for your help. I just need this to be over with.
Business Response
Date: 02/01/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Initial Complaint
Date:01/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a part of the PSLF program since graduating college. I have faithfully been submitting my employment certifications as the program dictated, and through ******** I was met with prompt updates to my account reflecting those changes. Since my account has been transferred to Mohela, I have had nothing but headaches. I have yet to have my payment counts updated since the transfer. My first application (although signed off on by the same person in the same manner as the previous application that was approved through *******) was denied stating that it was not signed off on by an "authorized entity". I called and the rep pulled up both my current and previous (approved) application a match in everyway, except the dates submitted and assured me there should be no problem, but I would have to resubmit on my own and wait another 90 days for processing. Why should I have to wait when THEY are the ones mishandling applications? I resubmitted and only after came to realize that Mohela has ridiculously strict criteria for electronic signatures. Now, I was not told by ANYONE that was the reason for the denial, I wasn't told anything really, but it is the only thing that I can pinpoint as to why it would have been rejected. Regardless, while that payment count is still in the processing stage, I have reached my 120th payment and submitted with a "wet" signature to ensure that they have nothing to complain about this time. Only to be told that not only will my application take 90 days to process, but then I have to wait an ADDITIONAL 90 days for forgiveness of the loan. I have plans to open my own business and have been counting on being able to leave the public service industry in order to do so. Now I have been shackled and forced to wait a ridiculous amount of time while Mohela processes my application. Delays are one thing, but 6 months is completely unacceptable. 10 years is long enough! Those of us working in public service this long have done our part, do yours!
Business Response
Date: 02/01/2023
MOHELA has received this customer’s inquiry. Please be advised that MOHELA will send a written response to, and/or will speak directly with, the customer addressing the issues raised in their complaint.
Customer Answer
Date: 02/02/2023
Complaint: ********

I am rejecting this response because: this is clearly an automated response. I will accept when I actually hear back from someone.

Sincerely,

***** *********

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