Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Multiple PSLF forms have been submitted since XX/XX/XXXX. I have also included supplemental XXXX and banking statements showing direct deposits showing employment records for the months of XXXX. They recorded my end date or employment as XX/XX/XXXX and will not correct my record. My form continues to be duplicated and removed from the system. Every time I call they change the name of the form received and will no longer process. I have now called on several occasions and was told XXXX days again and this has been happening for 19 months. I have offered my resignation letter on several occasions and do not want it. I have shown direct deposits matching my XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43613
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA put my student loans into " Exceptional Discretionary Forbearance '' against my written instructions to do so. I submitted a XXXX XXXX application last year and I specifically marked not to put loans in forbearance. They were put into it anyway and now I can't get any clear information about how it is affecting my PSLF, if I even need to make payments at this time, and if the payment I made while in forbearance will count towards my PSLF? I tried to resolve this issue in XXXX before the payment pause ended, but it has been impossible to actually get in touch with anyone. I originally tried calling but after over XXXX hours on hold I was disconnected. This occurred on two different occasions. I submitted a message to them at the end of XXXX and just today received a generic response about getting my loans out of forbearance. I still have no idea what my actual loan payment should be, when it's due, or if it will count towards XXXX so I just make what I believe is an overpayment in order to make sure the whole amount gets covered, but I do not want to be making payments that aren't going to count towards PLSF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 50010
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called my current loan servicer, which was XXXX at the time in XXXX after waiting on the telephone for more than 2 hours ( my loan servicer was formerly XXXX XXXX ; my loans transferred to XXXX on XX/XX/XXXXXXXX ). I finally reached someone and told them I wanted to request a refund of my payments that were paid between XX/XX/XXXXXXXX to XX/XX/XXXX. I was told my loans were in the process of being transferred to Mohela, so I had to contact them. I called Mohela, who told me to contact XXXX again because my loans had not been transferred to them yet. I called XXXX again for the second time after waiting more than 3 hours, and when I finally got through to someone, they told me they had to transfer my call to someone else if I wanted to request a refund. I told them I could not hold on the line any longer because I was at work and had to go see patients, so they gave me an e-mail address to request the refund. I sent XXXX an e-mail on XX/XX/XXXX requesting the refund, and I still have not received a response from them. Once Mohela became my loan servicer, I decided to call them to request the refund, but they had informed me that I had missed the deadline and was no longer eligible for a refund. I have submitted a complaint regarding my above experience through the studentaid.gov website on XX/XX/XXXX, and it is still an open case last I contacted them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Hi there! I'm hopeful that you can help me deal with the ridiculous incompetence of Mohela, which has caused me endless amounts of stress and turmoil for several months now. I have XXXX payments certified for my PSLF, and have worked as a XXXX XXXX for nearly XXXX years. I have not yet certified XXXX or XXXX of XXXX, due to the uncertainty around my payments ( so counting XXXX, I should have three months left until I reach my XXXX payments ). My income was {$62000.00} last year. I have no dependents. My husband and I file married, separate. He has no student loans. According to the calculator on studentaid.gov, my payment under the SAVE plan should be approximately {$150.00} per month. This would be hard to manage, but we could make it work for my remaining few months. Mohela has been unable to give me a consistent answer regarding my SAVE payment amount for several months now. At this point, it feels as though their projected monthly payment amount is random, capricious, and arbitrary. I have also suffered from XXXX XXXX XXXXXXXX, and difficulty sleeping due to this issue. I have called and spoken with Mohela reps multiple times, and they have given me multiple contradictory answers. Every time I call and they process another recertification, they put me into forbearance, which ( they say ) will push my PSLF discharge date back further. These delays are due to their incompetence, not my own, and that is inappropriate and unfair. I don't understand how them putting me into forbearance should make this time ineligible for PSLF counts, since this is their fault and their MANY errors. Here is my timeline : XX/XX/XXXX : Got a letter stating they had calculated my SAVE payment at {$460.00} ( several XXXX dollars more than REPAYE was before the payment pause. ) I submitted another recertification request online. XX/XX/XXXX : Got a letter stating the request is in process ( and may take 90 days to complete ). XX/XX/XXXX : Got a letter stating they had calculated my SAVE payment at {$400.00}. XX/XX/XXXX : Got a second letter the same day ( post-dated the day before ) stating that they had calculated my SAVE payment at {$250.00}. XX/XX/XXXX : I actually got a third letter the same day as well, stating that they were having a delay due to processing times. XX/XX/XXXX : I got a letter stating they'd placed the account in an administrative forbearance. I then called and spoke with a representative who agreed with me that the calculation done by them for my SAVE likely used my husband 's income as well, and didn't consider me married filing separately. The representative verbally confirmed that my payment under SAVE should be {$150.00}. On the phone, we did another recertification. XX/XX/XXXX : I got a letter stating they'd calculated my SAVE payment at {$250.00}. XX/XX/XXXX : I got a bill for the wrong amount again, so called. The first representative I spoke to said she found on my file that they payment WAS calculated at {$150.00}, and that she wasn't sure why they'd processed another recertification after that calculation. She said she'd transfer me to someone who could fix it. The second representative first told me that the {$150.00} amount I'd been told was " just an estimate '' and that it had been wrong. I asked why the {$150.00} is confirmed by the calculator on studentaid.gov, and he said that's " just an estimate too ''. I said that I could not afford to pay the {$250.00}, and that the extra XXXX dollars is a huge hardship for me. The representative tried for a long time to pressure me into just giving up and paying the inaccurate payment amount. He said that the extra {$100.00} per month is nothing compared to the huge loan balance that will be forgiven, and that I should weigh forgiveness against the fact that I was just having to pay a little more each month. He told me my interest would continue while I wait for Mohela to process the new recertification. He told me that it wouldn't change anyway. He also said the forbearance they'd put me on would not count for PSLF payment months. He ran the numbers after I insisted on him processing the recertification of income anyway, and said that he was right, and that I would owe {$250.00}. I told him to process it anyway. He was extremely manipulative, very high-pressure, and I felt extremely uncomfortable with the interaction. XX/XX/XXXX : I got a letter stating that they'd calculated my new estimated SAVE payment at {$250.00}. I've never gotten an estimated SAVE payment letter before, and it feels like that representative generated it out of thin air to prove himself right. XX/XX/XXXX : I got a second letter ( post-dated to XX/XX/XXXX ) stating they'd placed the account in an administrative forbearance. I have seen many accounts in the media and online in PSLF forums of similar inaccuracies, manipulation, and random and arbitrary payment amounts provided to others by Mohela reps. Their " advice '' is contradictory, inaccurate, and they appear more concerned about getting money for their agency than helping borrowers. I took out my first student loans in XXXX, eventually made it through my XXXX 's and XXXX 's XXXX, got my XXXX XXXXXXXX XXXX and have served this country as a XXXX XXXX for well over a decade ( my XXXX year anniversary with this agency is a month and a half from now ). I would love to not have to deal with this company 's nonsense for a day more than I have to, and should not have to be repeatedly penalized for their errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44004
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been trying for over a month to get my student loan payments recalculated. Mohela hasnt attempted to make the change, even when Ive called and sent messages through the in box, As of today, my account still shows that my federal student loan payment is {$7500.00} a month. Also, it shows my loans are in deferment until XX/XX/XXXX. Ive completed an application to recalculate my payment and take my loans out of deferment through StudentAid.gov on XX/XX/XXXX. Mohela still hasnt acknowledged it, even when I called on XX/XX/XXXX to check on this. The representative acted as though she didnt know what I was referencing although I stated I uploaded the application in Mohelas portal on XX/XX/XXXX at XXXX XXXX. The payment is supposed to be {$480.00}. I also have copies and screenshots of this as I figured this would happen. All Im trying to do is get my payment amount corrected and restart my payments so they count towards Public Service Loan Forgiveness ( PSLF ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan servicer is MOHELA. I have completed a double consolidation which allows me to apply for the SAVE repayment plan ; however, three times I have contacted MOHELA to apply for SAVE and they are refusing to allow me to do so citing my loans after double consolidation included parent plus loans, which as we know, are allowed to qualify for SAVE through the loophole that closes in XXXX I was told : " If you applied for consolidation and have a Parent Plus loan as one of the underlying loans that you consolidated together, the only IDR plan that would be eligible for the consolidated loan is the ICR. '' My last attempt at applying for SAVE through MOHELA was with a paper application which was uploaded, along with a letter outlining why my loans qualify for SAVE. The answer I received from MOHELA was " paper applications are not being accepted, apply for your IDR plan through studentaid.gov. '' When trying to apply through studentaid.gov, it only allows for the ICR plan and gives no option for SAVE. I also completed a complaint through studentaid.gov and received a form letter with information on the SAVE plan, which according to the " information '' my loans qualify for SAVE although studentaid.gov does not allow me to apply for SAVE online. My current Direct Consolidated Unsubsidized student loan IS a Direct Consolidated Unsubsidized and a separate Direct Consolidated Unsubsidized loan made to a parent borrower ; therefore under the statutory requirement set forth by 685.209 ( a ) ( 1 ) ( ii ) my Direct Consolidated Unsubsidized loan IS an eligible loan for any IDR plan not restricted by loan dates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46563
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX and the Department of Education are making it impossible for me lead & grow my corporation as the founder and CEO, of a SBA XXXX ( a ) registered company. The company was just denied a business line of credit and credit card by XXXX XXXX XXXX stating the reasons as delinquent student loans and limited credit profile. I paid the student loans to a {$0.00} balance and did not wait for the government to give me a free hand out forgiveness loan. I worked 365 days straight with no days off to save up to pay off the entire loan balance. Almost 5 years later, the Department of Education is tarnishing my personal character by listing erroneous information that doesnt accurately reflect my character. The Department of Education is listing my accounts as delinquent when I paid them to a {$0.00} balance. This is a clear case of discrimination in lending and a clear violation of my rights under the FCRA. How dare the XXXX XXXX XXXX representative criticize my ability to repay one credit card with a $ XXXX balance. Yes, I have repaid my one, open installment account to a XXXX balance every month since XX/XX/2023. At the age of XXXX and still leading an active/in good standing corporation for the last seven years in business, Id say we are an ideal business to receive funding from a traditional lender. But at this point its clear to me that the real reason for being denied a business line of credit for an established corporation with no derogatory reporting and an owner with good credit is only because of my race as a XXXX XXXX.
Company Response: Company can't verify or dispute the facts in the complaint
State: TX
Zip: 75069
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loans were transferred to Mohela for Public Service Loan Forgiveness in XXXX. Upon review of my payment history, Mohela determined that I had reached my XXXX qualifying payments in XXXX of XXXX and my loans were forgiven. My bank records indicate that I paid 15 additional payments after XX/XX/XXXX, totaling {$2200.00}. These funds should be refunded back to me. I have been requesting this refund from Mohela since XXXX of XXXX receive a different explanation each time that I call. I have made formal requests for review through their phone service on more than XXXX occasions. On XX/XX/XXXX, I waited on customer service for over two hours, as I do each week since XX/XX/XXXX. I was told that each of my request for refund and formal review have been cancelled without explanation. I was then hung up on by the agent during the transfer, which has happened on at least five other occasions after being put on hold for hours. I'm requesting that my overpayments are addressed and returned to me without continued delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of XXXX, I contacted Mohela to change my student loan due date. There was no option to do so online so I was told I had to call in. After calling in I requested a due date of the XXXX or XXXX of the month, much earlier than my current date of thr XXXX of the month. I was told it was in process. It has been over 2 months now and my due date has not changed. I called in XXXX and was told to suspend my auto pay which resulted in me being charged a higher interest fee. They said this would help expedite the request. My due date still did not change. I've called back repeatedly and am just told " it's still in process ''. This change has taken almost 3 months and has borne a financial cost on me directly attributable to Mohela and their delays and informing me to suspend my auto pay. I would like Mohela see this matter resolved expeditiously.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37205
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I originally filed a complaint about Mohela 's handling of my XXXX loan payment terms and the lack of adhering to the Federal guidelines. I filed complaint XXXX on XX/XX/XXXX. I just received a response from CFPB with the response from Mohela which leads to even more ambiguity. Mohela 's letter dated XX/XX/XXXX states that there records show that I am on an Exceptional Discretionary Forbearance until XXXX. However, this is conflicting information with what I have received from them since I filed my complaint on XX/XX/XXXX. I have attached documentation which shows the ambiguity which still leaves me not knowing where I stand on whether I need to start making payments or if I'm in Forbearance. The timeline is listed below : XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was being placed on Exceptional Discretionary Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was under a Processing Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a letter dated XX/XX/XXXX stating that I was under an Exceptional Discretionary Forbearance from XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX - Received a message from Mohela through the online inbox that my payments would be resuming on XX/XX/XXXX. Which is only a 13 day notice. XX/XX/XXXX - Received a letter from Mohela via CFPB complaint resolution stating that my loans were still in Exceptional Discretionary Forbearance through XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A