Date Received: 2024-02-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called Mohela in XXXX because they put my loans into forbearance without my knowledge or consent. This was not considered an administrative forbearance so I am not getting credit for it for PSLF. I was unable to start making payments on my loans in XXXX when Covid relief ended because of this. Even if I wanted to make a payment their website would not allow me. I was under the impression this was an administrative forbearance to determine my new payments following Covid relief. I called in XXXX to remove the forbearance as there is no method on their website to allow that, waited on hold for over two hours, and was told I would be able to back pay the months my loan was in forbearance. This never occurred. I am now being told my loan was put into a grace period deferment despite their website listing it as forbearance. This is a consolidated loan so it should never have been eligible for a grace period anyway. I am also being told I can not get credit for the months of PSLF I missed because I called on XX/XX/XXXX and bills are printed the XXXX or XXXX. I find this very hard to believe as the customer service representative got my payment due date wrong twice and changed the dates I would have had to call by. I have called again and been told there will be no effort made to correct the error. Additionally, my loans have been put into a forbearance once again after having been removed and paid for two months. Mohela can not tell me why the loans have been placed in forbearance. In addition to all these damaging administrative mistakes, the call wait times are over 2 hours and email response times up to one month. This makes it nearly impossible to correct any errors in your account.
Company Response: Company can't verify or dispute the facts in the complaint
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2024-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: As per studentaid.gov, federal student loan accounts with anniversary dates preceding XX/XX/XXXX, were supposed to be extended by a full year. Despite my attempts to convey this during calls to Mohela on XX/XX/XXXX and XX/XX/XXXX, and the assurance of escalation, my IDR anniversary date remains unchanged. The guidelines can be found below, under " Income Driven Repayment '' : https : //studentaid.gov/announcements-events/covid-19 I urge Mohela to promptly rectify this issue by adjusting my IDR anniversary date to align with the provided relief measures. The recent switch to a standard repayment plan with a monthly payment of {$2300.00} is not in accordance with the directed guidelines and needs immediate resolution. While their reps have been congenial, my attempts at resolution with them directly are futile.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 582XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been trying for over 2 years to get my student loan forgiveness resolved, I owe about {$14000.00} dollars and have applied to the PSLF and TEPSLF with all the required information. Mohela shows that I have made over 150 payments with no issues and that I qualify. I have been in the same school district ( XXXX XXXX XXXX in XXXX XXXX NJ ) for over 14 years and qualify for the debt forgiveness. They are only recording XXXX payments, and when I call the PSLF and Mohela, they both see that I made the correct number of payment and get pushed back to the ( From Mohela to PSLF, and from PSLF to Mohela ) to resolve the issue. I event went back to XXXX to get my old records and submitted them, but was told that they need it directly from the lender. I have spent countless hours on hold speaking to various people I continually resubmit and am being told that I will have a response in 15 days, only to wait to + months to get an email saying that they are reviewing my case. This has been going on for close to 3 years and I do not understand what the delay is. I have documented emails and paperwork showing that I made 150 continuous payments and more than qualify to get this small debt forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have placed XXXX separate phone calls to MOHELA since XX/XX/XXXX. On that date, I requested a refund for XXXX payments I made during Covid, totaling {$4000.00}. I was also going through the PSLF process. On XX/XX/XXXX, a MOHELA customer service agent told me that XXXX of my XXXX loans - XXXX XXXX and XXXX XXXX - were forgiven and discharged retroactively on XX/XX/XXXX. She said I would get a refund for overpayments : {$3700.00} for Loan XXXX XXXX and {$4500.00} for loan XXXX. I have not received any refund. Each time I called MOHELA, I was on hold for more than an hour and they could only provide limited information. I called yesterday and today trying to reach an " advance agent '', but was repeatedly placed in a queue answered by customer service agents who said they were not advanced and could not help. I requested to be transferred to a supervisor and the request as denied. I am owed more than {$12000.00} and it has proven impossible to obtain information from MOHELA about these refunds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95864
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2024, I submitted a 'Segal Americorps Payment Award Payment Request ' to pay Mohela XXXX my student loan servicer, {$120.00} for my monthly student loan payment due XX/XX/2024. After calling Mohela at least a dozen times, nobody I speak to knows what to do with this information. The request ID from this XXXX request is XXXX. As a result of Mohela 's inaction, my payment due on XX/XX/2024 is now considered delinquent. This is significant because I am a part of the XXXX XXXX XXXX XXXX ( PSLF ) plan, and now the month of XXXX is ineligible to be put towards PSLF. For the record, my payments via XXXX were no issue when my loans were serviced by XXXX. This is proof this issue is specific to Mohela, and their administration of Education Award payment requests via XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80525
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted an application for an Income Driven Repayment plan ( specifically the Income Contingent Repayment plan ) through the studentaid.gov website in XX/XX/XXXX with an estimated monthly payment amount of {$170.00}. My servicer MOHELA received that application in XX/XX/XXXX. However, it is now XX/XX/XXXX and MOHELA has still not processed the application or changed my repayment plan, and they are billing me on the same Level/Standard plan. I called them on XX/XX/XXXX to ask why the repayment plan type has not changed, and they could not provide a straight answer other than telling me that the administrative forbearance ( which MOHELA themselves applied while processing the ICR application ) may have interfered with processing the application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95821
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, MOHELA sent me a letter stating that I was required to recertify my income based repayment or my payment would jump to over {$2000.00} a month beginning in XX/XX/XXXX. I recertified my employment based on the information they provided in the XX/XX/XXXXXXXX letter, and they recalculated my payment. The letter they sent me dated XX/XX/XXXX, states at the bottom that I was not required to recertify my income for my XXXX if it fell within 6 months of the payment restart date, which occurred on XX/XX/XXXX, so any recertification required on or before XX/XX/XXXX, would be pushed out a year. MOHELA failed to include that last part in the XX/XX/XXXXXXXX letter. Thus, I feel MOHELA forced me to recertify my income for my XXXX when it was not required, and the result is my payment is now {$390.00} instead of {$310.00}, which is a difference of {$940.00} a year. I am trying to get MOHELA and the Department of Education to reset my payment to {$310.00} since I feel I was defrauded my MOHELA and scammed into recertifying my income, which I was not required to do at the time they sent the XX/XX/XXXX, letter, and this resulted in a higher monthly payment. Communication with MOHELA is taking weeks to get a response, so I have no idea if or when they will resolve this and that is why I am filing this complaint. The letter sent to me by MOHELA are attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07040
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called XX/XX/XXXXXXXX to notify the MOHELA representative about the Covid 19 Emergency announcement on the studentaid website. Since my recert date is before XX/XX/XXXX, my recertification date should be XX/XX/XXXX ( pushed off by 1 year ). I was told that my IDR recertification would go through, and my XX/XX/XXXX bill would be the same. My MOHELA bill for XXXX reflected the continuation of my XX/XX/XXXX bill of {$420.00} I logged into my MOHELA account today and saw no XX/XX/XXXX bill, only a message telling me to recertify my IDR plan. I called MOHELA again today XX/XX/XXXX and the representative stated that I would be on hold and then hung up on me. I have tried calling again but have not received a call back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I submitted my Employment Certification Form ( ECF ) to Mohela, qualifying under the Limited Public XXXX XXXX XXXX ( XXXX ) Waiver. I didn't completely understand the Limited PSLF Waiver qualifications and hadn't realized that at the time, XX/XX/XXXX would be XXXX qualified payments under PSLF for me, believing at the time that it would be XX/XX/XXXX. On XX/XX/XXXX I submitted my next round of XXXX forms. I realized around this time that I had several payments from XX/XX/XXXX until XX/XX/XXXX ( from here on, referred to as " XXXX payments '' ) that were not counted as qualifying payments. On XX/XX/XXXX when my XXXX XXXX was processed, I called back Mohela who stated the missing XXXX payments would be rectified by " XXXX XXXX '' under another waiver. On XX/XX/XXXX a Mohela XXXX told me that these were payments that were monitored under a previous loan servicer, XXXX XXXX XXXX XXXX XXXX XXXX, and Mohela did not have any records from them and that they XXXX payments were being " manually reviewed as they were with another servicer ''. I believe I was given a timeline that it could take until early XXXX for the payments to be rectified. It was shortly thereafter I realized that I had made XXXX payments in XXXX when I included the XXXX payments under XXXX. On XX/XX/XXXX I contacted the Ombudsman for Mohela to submit a complaint about my XXXX payments being tied up in manual review, preventing me from having my loans forgiven. On XX/XX/XXXX I received their response back which did not address my concern at hand and instead, explained to me the standard XXXX process ( please see attached ). ( I also attempted to reach out to a contact with ACS loan servicer to have confirmation of my payment sent to me, yet they did not have my files as related to XXXX. From here, I resigned to stay at my qualified employer for an additional XXXX XXXX if my payments never get reviewed. ) On XX/XX/XXXX I submitted a second final XXXX, accounting for the additional XXXX XXXX. My account was XXXX of the many in Mohela which had been miscalculated when the repayments were restarting after the XXXX pause and XXXX. To adjust appropriately, my account was put in XXXX by Mohela for the duration of correcting this miscalculation ; I was assured through multiple formats that these months would count as eligible XXXX payments. When my qualified payment counts updated on XX/XX/XXXX they reflected XXXX, not XXXX ( please see attached document ). I called Mohela that same day and spoke with a supervisor who put my account in an " Eligibility Review XXXX '', stating it would take XXXX XXXX XXXX for the change to take effect on my account. Per the supervisor, my account would then be reviewed for public service loan XXXX. When the XXXX business day ( XX/XX/XXXX ) came and my account was not put in XXXX, I called Mohela again and spoke to another XXXX who stated that the Eligibility Review XXXX were taking longer, they could not provide a timeline for me as to when my account would be reviewed for forgiveness eligibility, and submitted a " XXXX XXXX '' for my account. Today, XX/XX/XXXX I called Mohela and spoke to a XXXX in training who stated that my account has been put under a XXXX yet could not confirm which XXXX it was put under and could not confirm whether it was the Eligibility Review XXXX or General XXXX. The XXXX transferred me to speak to a supervisor and was on hold for XXXX XXXX, when another XXXX in training answered the line. This trainee XXXX forwarded me to the supervisor line without informing me prior that's what they were doing, from where an automated message stated I would hear back from a supervisor in XXXX XXXX or XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: In XXXX I received XXXX XXXX Loan Forgiveness for my loans. I just received notice out of the blue and was served papers signed by a Judge for a court date that I missed at an address that I dont live at anymore through a job I dont work at anymore that theyre trying to garnish my wages from as far back as XXXX on my student loans. My credit report shows all my loans are up to date. I get a XXXX check that they cant touch, but come on now Ive applied for XXXX forgiveness as well and they wont even talk to me about that and that was back in XXXX when I was approved for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A