Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested a payoff letter for my student loan and another lender who was refinancing this sent the payoff to the address on the payoff letter. I was told that this was the wrong address to send the payment to after the loan was never paid off. The check cleared on XX/XX/18 so XXXX XXXXMohela has had these funds since then and today is XXXX XXXX and the loan is still not paid off and they have since taken another payment. The first time I contacted them I was told to get a copy of the cancelled check. After I sent that they told me it had been located in a general ledger account and would be mailed to the correct address and it would take XXXX days. This was unacceptable to me and I spoke with a supervisor who told me this would be escalated. The last call I received was after the escalation and I was again told XXXX days. They have had my money since XX/XX/18 and I want my loan payoff to be completed and backdated asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37821
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: Trouble with how payments are being handled
Consumer Complaint: I have been on SAVE repayment plab for over XXXX month, which I was told would have interest waived, unfortunately this has not happened, instead have been accruing nearly XXXXXXXX XXXX interest per month Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33904
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: Trouble with how payments are being handled
Consumer Complaint: I received a bill last week from Mohela. I made a payment on XX/XX/2023 for XXXX. On XXXX I went to my account and it said that there are no payments due from XXXX to XXXX because I am in forbearance while they update my account. I called today XX/XX/2023 to get a refund. They confirmed I am in forbearance until after XXXX but they told me it takes XXXX days to get a refund. I told her I dont understand how it will take XXXX months to get a refund and her reply was we are behind and that's the process. She put the request through and we hung up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11379
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: Received bad information about your loan
Consumer Complaint: I found my students loans were put into deferment when I did not intend this. I called XXXX to discuss and ensure I was able to protect my PSLF status as due to the deferment, my autopay on XX/XX/26 did not get take from my account. I was told on XXXX that the only way to remove deferment was a formal letter uploaded and it would take XXXX business days to process. I inquired about my PSLF status and payment for XXXX and was told to hold while she spoke with a supervisor. When she returned she stated that once out of deferment, I could make a payment that would count toward XXXX. I asked if she would note that specifically in my account and she agreed. I uploaded my letter. I called back XXXX to inquire about the status of my loans still being in deferment. I was told that it takes XXXX days to process and that they recommend I make a payment based on my IDR today to count toward XXXX. I informed this agent that I had received conflicting information. She stated " it's up to you I'm just providing my recommendation ''. I made a payment. I think did more reading on Student Aid.gov noting that even making a payment while in deferment, it would not count toward PSLF. I called back and this agent said it takes XXXX business days to process deferment. She stated that I would not get credit for an XXXX payment for PSLF unless made within XXXX days of XX/XX/26 which was the due date of the XXXX payment if I had not been in deferment. She also said that payments during deferment do not count. I explained this was conflicting and she asked me I I spoke to newer agents, I explained the agents did not disclose their levels of training. I asked if my deferment is not processed by XXXX days after XX/XX/26, would an XXXX payment count. She said no. I asked if she could review what the other agents had said as all information was conflicting and she said there were many pages of information and it did not say what I explained. I asked if I should cancel the payment I just made and she said " it's up to you, depend which agent you want to believe ''. I then asked to speak to a supervisor and have been on hold for XXXX hours. I think it is wrong for a student loan servicer to have agents given XXXX different answers about this situation and not provide me with anything in writing regarding our conversations for me to have future protection by following their advice. I asked if I could have copies of the notes from the calls and was told I would need a court order. I am simply trying to make my payments and qualify for PSLF and am receiving conflicting information from Mohela itself. I still am not clear what is best to do next.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60654
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela is reporting my student loan to all agencies twice, doubling balance from XXXX XXXX XXXX XXXX XXXX They acknowledged the error was on their end and it would be corrected for reporting the following month. Nothing has happened or changed,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17602
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: Trouble with how payments are being handled
Consumer Complaint: I have made my monthly payments for XXXX and XXXX. The payments have posted and show paid at my bank and on Mohela 's website. Yesterday I noticed that there was an alert on my account that I do not owe a payment for XXXX as they " update my account. '' I called today, XXXX to ask what would happen with my XXXX and XXXX payments, and the rep " didn't know. '' The rep even asked their supervisor and they had no answer as to what would happen with payments that I apparently didn't even need to make. I asked about a refund or a paid ahead status and they had no idea how they were going to handle the payments, they said. They told me to monitor my account and there might be more information in a few days. This is totally unacceptable. How could they not have a planned ( and written ) procedure put into place before updating accounts and posting important account update messages to borrowers ' accounts?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19144
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: Received bad information about your loan
Consumer Complaint: Mohela is my student loan servicer. I have been using the Federal Student Aid and Mohela loan repayment calculators since late XXXX to prepare for repayment post COVID. My payments have consistently been estimated around $ XXXX when accounting for my new higher income as well as my spouse 's income and loan amounts. When payments resumed in XX/XX/XXXX, Mohela posted that I owed {$930.00} a month. I applied for the SAVE plan using my income, my spouse 's income and our loan amounts. This payment was estimated around {$500.00}. My application was approved by the end of XX/XX/XXXX per Mohela but my payment stayed at $ XXXX. I called a Mohela representative in XX/XX/XXXX to resolve this, they confirmed by doing the payment calculator with me on the phone that my payment is estimated around {$500.00}. They resubmitted my SAVE application while I was on the phone and told me my payment would be reflected in a few weeks. It is now XX/XX/XXXX and my payment is still showing as $ XXXX on my Mohela account. I have waited hours on hold to speak to a Mohela representative about this to no avail. I can not and will not make this payment. Mohela has not sent me this bill in the mail, they have not updated my payment with the SAVE plan reflected, and I can not get in touch with anyone to resolve this issue. Additionally, my payment prior to COVID was only $ XXXX. Due to the COVID allowance of using the previous year 's income, my payment should not have even changed this year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27713
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: Trouble with how payments are being handled
Consumer Complaint: I had my loans with XXXX until this fall when they were consolidated. In May my loans were on the REPAYE plan, in XXXX they switched to XXXX. This information was never provided to the Student Aid website. My loans were then consolidated and are now with MOHELA. My loans remain on a standard plan, they are in administrative forbearance, Im listed as having to make a payment in XXXX, but the payment plan was never updated on their website or the student aid website. This shouldve been updated in XXXX by XXXX and now with MOHELA. I am a XXXX XXXX XXXX XXXX XXXX XXXX and am applying for loan forgiveness and my loans are listed as ineligible because of their payment plan status. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60609
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe my federal student loan servicer, Mohela, is mishandling my request to change my repayment plan. I contacted Mohela on XX/XX/XXXX to have my loan repayment plan changed from the default standard-repayment option, to the Extended Graduate Repayment plan. Since XXXX XXXX, I have called Mohela 7 times, which on average each wait hold time takes 4 hours for each call ( which mind you has to be done during my work day ). Thirty business days from my original request would have been XX/XX/XXXX. 45 days would have been ~XXXX XXXX. We are now THREE months out from me requesting a repayment plan that, per the federal government, I am allowed to change to. But every time I interact with a person/supervisor at Mohela Im told , Mohela is running a bit behind. And on multiple occasions Ive been pushed to go into forbearance even though I have repeatedly said I do not want to pursue that option. How is a federal loan servicer 's unpreparedness now the burden of the borrower? I have talked with five different Mohela supervisors between XX/XX/XXXX and XX/XX/XXXX. Each one of them said they expedited the process to request my repayment plan change. One said this will be done end of business day today, I promise. That was the first week of XXXX. One said she would call me with an update she never did. One said, I can guarantee your XXXX bill will reflect your new payment plan. It didn't. Additionally, I have requested from three of these supervisors all the notes Mohela has on my account including call logs ( not transcripts ) be sent to my account. Each said they would, and yet I still havent seen these either. As I told the multiple supervisors, I want in writing an acknowledgement of the day I made my original request ( which had to be done over the phone ). As of XX/XX/XXXX, my request to change my repayment plan still has not gone through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The customer service is extremely poor! It took over XXXX hours of holding and XXXX minutes of talking and I still have no resolution. The posted payment due amount changed multiples times leading up to repayment. I paid the last posted amount due and received a letter saying I was past due. I got another letter requesting payment in a new amount, paid it then received another past due notice. They misapplied the payment I made in XXXX for XXXX, 2023 and I still have no idea what I should pay because I get different letters/amounts every couple of weeks. I was told that they didn't put all my loans in the XXXX program only the ones that had been in repayment prior the covid pause. The pattern is I get a request for payment in one amount, I pay, they say I am past due then send a new request for a new amount is terrible. Separately, as of XX/XX/2023, I qualified for XXXX loans to be forgiven and provided proof. The said it would take up to 3 months to be resolved. They are still reflected online. My payment amounts due were lower with those loans included prior to repayment. Since they placed the mandated administrative forbearance and my payment due amount have increased! I don't understand that and want it resolved. Lastly, I provided a corrected employment verification when I verified I reached XXXX payments and they didn't increase my payment counts despite the same HR person making the correction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45420
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A