Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 1. I called XX/XX/XXXX when payments restarted to get help applying for the SAVE plan. The trainee that assisted me that day was very nice but signed me up for the PAYE plan when I was requesting the SAVE. I wasn't aware of this until it got approved middle of XXXX. I then reapplied on MOHELAs website on XX/XX/XXXX for the SAVE plan. I had tried contacting MOHELA multiple times and they just would tell me it would be a few more days. On XX/XX/XXXX my application was denied. When contacting them today I was on the phone for XXXX hours and was told my application was denied as I selected to pull my loans out of deferment and that is not allowed. Mean while my friends with other servicers got their SAVE plan application approved within a week and was able to pull their loans out of deferment with no issues. I am extremely frustrated with MOHELA as everything they do seems to be a scam to get more of my money. I am in a lot of debt and while awaiting all of this to process I have accrued hundreds of dollars which is not to blame on my end. 2. I was told if I made a payment towards XXXX of my loans to close it and selected that loan solely whatever else was leftover would be refunded to my account. I have talked to XXXX employees prior to the employee tonight that said they would process the refund. Yet the guy tonight told me it was denied due to " that not being a good reason for a refund. '' The leftover money was then dispersed to my other XXXX loans and went towards interest. XXXX of these loans being under the PAYE plan currently meaning the government is covering the interest. Therefore this money was wasted. I have spoken with various employees of MOHELA numerous times over the last XXXX months in regards to both of these situations and every time they tell me the conversation is documented in my file. If that is the case my story should line up completely with their documents. But, I have a feeling they wont be documented as every time I call no one knows what I am talking about. MOHELA is a complete scam and I would like to switch loan servicers as they only want to take my money. They are not there to help.
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
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Have repeatedly asked for my SAVE application update and processing. Now see interest accruing although being placed on admin forbearance. Cant get any information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 376XX
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: On XX/XX/2023, I received a letter from my loan servicer, MOHELA, via USPS, regarding forgiveness of my loan ( s ) in full ( see attached ). The letter states that the entire balance of my loan ( s ) have been forgiven in full. It also states, on page two of the letter, that MOHELA has or will " by the end of the month '' notify " all national credit bureaus of [ the ] student loan forgiveness ''. However, MOHELA did NOT notify the credit bureaus of the forgiveness by the end of that month, and my account balance and account status continue to show the full balance due and an active and open account. On XX/XX/XXXX, I submitted a dispute with the credit bureaus, and provided the information sent to me by MOHELA, including a copy of the letter I received, referenced here. The credit bureaus investigated and contacted MOHELA. The credit bureaus investigation reported that MOHELA affirmed to them that the information MOHELA was reporting to them regarding my loan account balance and account status was accurate and correct, when in fact, it is not - per their own letter to me and the account balance showing currently on the MOHELA account system. I then contacted MOHELA directly. MOHELA representatives told me via a phone conversation on XX/XX/XXXX that although my loan has been forgiven, in full, and the account balance IS XXXX, that reporting that information to the national credit bureaus would take up to XXXX days. I pointed out that the response contradicts the information in the letter promising that they would report the change to the credit bureaus " by the end of the month ''. I was then told that MOHELA would not be " expediting '' any reporting, and again was told that it could be up to XXXX days, which would be by the beginning of XXXX. It is no well past the beginning of XXXX ( past the XXXX days ), and MOHELA continues to report inaccurate information on my credit report to all major credit bureaus, showing an active loan account with a full balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
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: On XX/XX/XXXX, I logged into my account with my federal loan servicer MOHELA. I have an account alert that says the following : " We are in the process of updating your account. You will not be due for payment until after XX/XX/XXXX, and your interest rate will be 0 % through XX/XX/XXXX. The months from XXXX through XX/XX/XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. '' My account lists a payment due on XX/XX/XXXX and XX/XX/XXXX. Mohela customer service told me 2 conflicting things in my 2 calls to them. The first representative told me they could not see the account alert and advised me it was probably a mistake. They told me to pay my normal payment as scheduled. The socond representative told me it was a legitimate message, and that I could ignore any bills and past due statements until XX/XX/XXXX. They would not refund my XXXX payment, but told me it would be placed in a " paid ahead '' status and would count for XXXX 's ( XXXX ) payment. I have received conflicting information both on my account and by customer service. I will not be making a payment based on the account alert and representative who told me that I had no bill due until XXXX. But I can not pin down any solid information from Mohela on what is due and when.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 974XX
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: On my PSLF tracker Under ineligible payments : XXXX it is stated that the payment was made out of acceptable time frame and that is not true! I faxed over proof of payments being made on time each month from XXXX. On XX/XX/XXXX I faxed over more than XXXX pages of proof of on time payments for the years XXXX. I never missed a payment because it was auto drafted out from my bank account. So it was never late. There are XXXX eligible and qualified payments not being counted that should be counted! These XXXX payments would bring my count to XXXX ( including the XXXX I already have counted ). Then under eligible but not counted : there are XXXX eligible payments, so divided between my XXXX loans thats XXXX eligible payments per loan, which would put my count at ( XXXX + XXXX = XXXX ) XXXX payments for each loan, which would be well over forgiveness. Why are these payments not counted yet and updated towards my count?? I have turned in all the appropriate paperwork and certified employment etc. and provided proof of on time and auto drafted payments. Never late nor missed a payment. I have called and been told they can see the proof of on time payments and the auto draft paperwork I sent etc and that my account should be updated and all those payments should count etc. but still no change. I have asked about all my employment verification ( XXXX ) ( I have worked for qualifying employers from XXXX to present day ) and have been told that everything is there and done that my account just needs updated and all these payments will count and be added to my tracker. I just dont understand why it is taking months to do so??? I am well over forgiveness if my account would be updated. This is so frustrating especially when each time I call recently I am out on hold for XXXX hours. I have been arguing this and trying to get this corrected for months now. I would greatly appreciate it if someone could just update my account like Ive been told they would do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46037
Submitted Via: Web
Date Sent: 2023-11-08
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: Trouble with how payments are being handled
Consumer Complaint: My XXXX payment of {$490.00} was debited from my checking account and the full amount of {$490.00} was applied to accrued interest. However, the XXXX statement that Mohela provided only shows accrued interest of {$110.00} on loan XXXX and accrued interest of {$130.00} on loan XXXX for a total of accrued interest of {$240.00}. Yet {$490.00} was applied to accrued interest. This is an error since the difference of {$240.00} should have been applied to my principal. I have called Mohela several times a day for several days and they keep putting me on hold for several hours and no on is able to correct the problem or tell me why payments ar e being incorrectly applied. The billing statements are incorrect since what they are indicating is the accrued interest, it is not. This is very dishonest and unfair to the borrowers that there is no transparency as to how Mohela is applying payments and the customer service representatives do not have the answers. I look forward to a resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2023-11-08
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: Hi, I'm having an issue with Mohela who service my federal loans. I was originally on REPAYE plan which was switched to SAVE automatically. My account was placed on administrative forbearance for month of XXXX XXXX. Now when looking at my account Mohela changed me from SAVE to Level which is standard repayment plan on 3 of my loans. When they qualify for SAVE. This is over {$1800.00} a month. I called Mohela who could not explain why this happened or why no one communicated this to me. They had me do recertification on phone and my original payment under SAVE was {$660.00} and is now {$700.00} and was told this is my lowest option. I have since learned that they did not have to make me recertify as that is not mandatory until XXXX XXXX. This is all so suspicious and I feel I am not being treated honestly by any means. This all happened after I signed up for auto pay as well. They now placed my account into forbearance until XX/XX/XXXX but that interest will still accrue and that it does not count towards pslf. This isn't fair at this is not me error or my mistake. I feel disgusted by Mohela by and they need to be held accountable. They are difficult to get in touch with and I can't get any consistent answers regarding my account or accountability for account errors on their end. I also pay XXXX XXXX monthly for my private loans through XXXX. I am a XXXX XXXX that works XXXX XXXX XXXX XXXX XXXX XXXX but my prior employment in this field does not count towards PSLF. I feel like I'm being punished for getting an education to work in a XXXX XXXX XXXX Thank you for your help in any way on this matter. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I have made 87 payments towards Public Service Loan Forgiveness. Recently consolidated to Mohela and they calculated my payments to be $ XXXX and by my calculation using various calculators this is a higher payment than it should be based on my household income and my household federal student loan debt burden ( my husband also owes $ XXXX ). I can not get through to Mohela to get this addressed. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02478
Submitted Via: Web
Date Sent: 2023-11-08
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: Trouble with how payments are being handled
Consumer Complaint: Like like to be given a correct date of the XXXX of {$1400.00} and {$6500.00}, to be XXXX to my checking account? And a letter sent through my MOHELA account explaining the reason for the delay being that they were already paid by the Federal Student Aid for my loan back on XXXX XXXX XXXX? I would like a letter from them, as to the reason why I didn't received the payment of {$6500.00} plus {$1400.00}, according to the letter dated XX/XX/XXXX, this was suppose to be ACH to my a checking account by XX/XX/XXXX. I have tried o many occasions to follow back up with the supervisor XXXX XXXX ext XXXX ( left message, no return call ) and know her phone is disconnected. My revised effective date of forgiveness is ( XX/XX/XXXX ), which was resolve when I spoke with another supervisor on XXXX confirmed, both payments to be ACH by XX/XX/XXXX Also, left messages on voice for the CEO XXXX ext XXXX and the XXXX XXXX XXXX ext XXXX and neither one returned my call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX XXXX I rec 'd a forgiveness letter and a XXXX balance of account, as well. When I called in XX/XX/XXXX to follow up on those letters, I was told by the Customer Service Rep, the credit reporting agencies will be notified within 60 days from that forgiveness letter dated XXXX XXXX XXXX. As of today, XXXX, XXXX and XXXX still have open status for MOHELA and a balance owe {$6900.00}. I contacted the reporting agency 's, they say that they confirmed information with MOHELA but change nothing on my credit report. I gave them the forgiveness letter and the XXXX balance letter and didn't change my balance to zero or change the account to close. However, XXXX did provide me with the information to contact your office for help. If your system allows, I send you all documents to proof. I will be send you front and back for the forgiveness letter dated XXXX XXXX Balance Account from MOHELA ; dated XXXX and additional document dated XXXX directly from my know open, MOHELA account website to show a they have my account listed as PAST DUE AMOUNT XXXX. MOHELA was already paid from XXXX XXXX, this is reason why I rec 'd the letter from the servicer in the first place. I will like this matter to be looked into asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A