Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am enrolled in the PSLF/ TEPSLF teacher loan forgiveness program. Mohela is my loan servicer. I have provided documentation that I have taught in an authorized teaching position since XX/XX/XXXX. I should have received forgiveness in XX/XX/XXXX. There are 2 years missing in their payment counts ; from XX/XX/XXXX until XX/XX/XXXX. I have asked numerous times for someone to look at these months and explain why they aren't counted, yet I can not get MOHELA to explain why they aren't counting these missing 2 years. I have requested for XXXX years for them to include these months in my payment tracker, or explain why these payments won't count. They continue to say they will look into it, and then nothing happens. Federal Student Aid has verified that these payments should count. Could someone please help me get this resolved?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80528
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: Problem with customer service
Consumer Complaint: I called Mohela with questions about my student loans. I was on hold for XXXX hours. Then hung up on. No one ever answered or helped me. No one even tried to contact me. I then filled out a message through Mohela 's online portal. Several days later, I got a response saying that I had talked to someone in customer service and my concerns were addressed. This was patently false. No one ever spoke with me. No one made any effort to help me. I still have all my questions. My loans still show an incorrect number of PSLF qualifying payments. They still do not all show as in repayment. I have not been in school since XXXX. I filed the form to waive the grace period. What is going on? No idea and no one at Mohela will tell me or help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
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: Don't agree with the fees charged
Consumer Complaint: To the Consumer Financial Protection Bureau, I am writing to submit a formal complaint regarding the inaccuracies in my student loan payment history. As of my last review, my student loan account shows an incorrect payment history, with outstanding payments when I am in pay-ahead status and do not owe any further payments. I kindly request that you investigate this matter and rectify the inaccuracies in my payment history. I would like to draw your attention to the fact that the Consumer Financial Protection Bureau ( CFPB ) has identified cases where borrowers ' monthly payment amounts, due dates, and payment plans have been inaccurately reported. In one specific case ( Fall 2022 ), CFPB found that inaccurate information resulted from a servicer 's failure to include current repayment schedules for hundreds of thousands of borrowers ' accounts. Furthermore, another servicer sent statements to over XXXX borrowers with incorrect information about their next due date and the date federal student loans were set to return to repayment. These findings by the CFPB highlight the importance of ensuring the accuracy of payment history and the potential negative consequences that can arise when such inaccuracies occur. For your reference, I have attached a document that provides clear and conclusive evidence of my payment history, clearly demonstrating that I am indeed in pay-ahead status. The document highlights the payments I have made, the dates on which they were received, and the subsequent reduction in my loan balance. I believe this evidence, along with the CFPB 's findings, will help you understand the discrepancy between my payment status and the information displayed on my account. My payment history shows a total pay-ahead status of {$2500.00} ( see attached ). I have outlined the payment dates in red ink for ease of following. I have totaled the amount of the payments on the last page as well, which matches the Timeline of payment history document I uploaded. Unfortunately, uploading these documents to MOHELA has not resulted in any resolution. I kindly request your immediate attention to this matter, as it is causing unnecessary stress and confusion for me. I trust that the attached document, combined with the information from CFPB 's findings, will shed light on the issue Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22202
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: I have been paying g {$200.00} a week to Mohela starting XX/XX/. This amount continued when repayments started up last month. Starting in XXXX, I added {$65.00} to the last week of the month to meet the monthly minimum of {$850.00}. When the payment period ended and the end of last month, the Mohela website showed an outstanding balance of over {$700.00} even though I had paid {$860.00} last month. Their system shows that they recieved the payments, and I recieved email confirmation for each one. I sent a message through their website as they did not have an email on XX/XX/ asking why this was. The only response I recieved was a link to make a payment. I tried calling them on XXXX and waited on hold for XXXX hours without receiving any assistance. I sent an additional message about this issue on XX/XX/ and still have not heard back from Mohela. It is worth noting that I did not recieve a XXXX billing notice until XX/XX/ I'm not sure what else to do. I have been paying every week and I do not want to be harassed by debt collectors or be charged a late fee for money I've already paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10512
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 servicer is MOHELA. As of XX/XX/XXXX, I had my last remaining payment to qualify for PSLF. Prior to this, I submitted an employer verification form, believing it would be helpful to expedite the process. I updated all information leading up to my payment being due XX/XX/XXXX for automatic withdrawal. However, the payment did not go through. When I logged in, I saw that I was placed on Forbearance -- one I did not ask for. This happened at a previous time in XXXX as well, when I was placed in a forbearance despite not asking for it. I called MOHELA, and they said the issue would be resolved within 5 days. It was not. I called again, and it was iterated again it would be resolved within 5 days. It was not. I called again as it was nearing the end of the month and I wanted to make a payment. I was told it would be resolved by the final day so I could make a payment. It was not. I called on XX/XX/XXXX, and spoke to a supervisor. She indicated that she agreed with my assessment that I was being punished for a mistake by MOHELA, but I would not be able to make the payment. She said she would move it to her supervisors and it would be resolved by week 's end. Today, XXXX, my payment should have gone through for automatic withdraw. It again was not withdrawn, and I saw I was on forbearance, and that the forbearance was extended another 30 days. I did send a written request as well on XX/XX/XXXX regarding this issue, beyond the phone calls. I explained the situation and request that I be taken off of forbearance. Literally minutes ago from writing this, on XXXX, I received a message saying " Our records indicate that you had called in and spoken to XXXX of our Customer Service Representatives regarding this inquiry. We will assume the inquiry has been handled. '' Despite there being a CLEAR indication that I am still in forbearance and that this hasn't been resolved. Again, MOHELA has shown incompetence, the inability to read or to do any investigation or digging, or to seek to help their customers. Despite now having contact with them 6 times in the last month, I've been either treated as a number and money, told different information, or deceptively promised this would be resolved. It has not been resolved. At no point in time did I request his forbearance. I have actively tried to resolve this issue and actually BEGGED to make my payment. I continue to be told different information by each individual I speak with, and then promised it will be resolved. And every time I continue to be punished for a lack of competency, timeliness, or attention. It is beyond frustrating that I was already place on a forbearance and not allowed to pay and then punished twice, but now this is a THIRD instance. I also requested to make a payment so it would count as my XXXX payment, but I was told multiple times I could not make a payment and that it would not count toward my public service loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68516
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: 2023-11-07
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: MOHELA.. I have been waiting since XX/XX/XXXX for my IDR to be processed. I consolidated my loans which triggered ANOTHER IDR application to pend on XX/XX/XXXX. They put me into administrative forbearance without even telling me. I called MOHELA on XX/XX/XXXX at XXXX XXXX to see where the process was at and was informed at this time that they needed more recent of payment so I was told to upload those documents and gave me instructions to do so. ( I still wonder when/if they were going to notify me this was needed. ) Well... it appears that triggered yet ANOTHER IDR form to be processed except it is not an IDR form, it is just the pay stubs requested on XX/XX/XXXX. Because they considered this the main 'application ' being processed I am not able to see my true IDR application that I completed to confirm I will be on the SAVE plan as I have been trying to get onto. In addition, they suddenly and without my consent put me onto a standard repayment plan called 'level ' payment and threw me into repayment. I work for a non-profit and am participating in PSLF which requires me to be on an IDR plan, I can't be on a standard one because it won't count. I called yesterday XX/XX/XXXX and was given a total run around by a trainee after asking to speak with a supervisor. The trainee said I'd stay in forbearance until next month and to call again then if the application isn't processed. I'd like to add that I called the second they opened and was told I'd have a 1 minute wait time which turned into 45 minutes before the call was disconnected. The 2nd time I called after having been on hold that entire time, the wait time was over an hour. However this is light compared to other attempts to reach them and its over 200 minutes to wait. At this point they turn off the call back option and you either wait the time or can't talk to them! This has happened to me on multiple occasions. I just want to get on the SAVE plan and complete my payments to be done with this crooked company. Every day that they push off these applications and put people in forbearance, it is more money in their pocket as interest is accruing, it feels criminal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97501
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've been calling since XXXX to be placed on 2 hour holds. I can't hold for 2 hours so I choose to email. Their site says a response in 3 days that was over 10 days ago. My last email was again today. I am getting no help getting on the right plan or questions answered about public service forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 50317
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Trouble with company responding and also processing items correctly and in timely matter. Been waiting hours for return calls and weeks for response to email correspondence. Company is incorrectly charging account and or updating process of documents and actions. No notification or correspondence is being given. No bill was ever recevied. Online had no updated payment date. Now account shows 'past due payment ' and due date back dated incorrectly to wrong day. Account is still not updated and SAVE application not processed. Hung up on during conversation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan servicer is MOHELA. My first loan payment after the COVID pause was supposed to be due on XX/XX/XXXX. I was enrolled in auto debit which decreased my interest rate. This was a weekend, so I expected a delay. When I checked my account, my loans had been placed in forbearance with no information about why they were placed in forbearance. Although my loans had been placed in forbearance, my payment was still withdrawn from my bank account on XX/XX/XXXX I then received a notification from MOHELA on XX/XX/XXXX that was back dated to XX/XX/XXXX stating that my loans had been placed in an administrative forbearance. I did not want my loans in forbearance as I am in an income based repayment plan with plans to qualify for public student loan forgiveness and the forbearance was adding interest to my loan and extending the period of time I would have to pay. It also made the payment that was withdrawn from my account on XX/XX/XXXX not count as a qualified payment. I called MOHELA multiple times that week. XX/XX/XXXX was a holiday so no one was available to talk. XX/XX/XXXX I was on hold for over an hour and had to go to work. I was finally able to reach someone on XX/XX/XXXX. I spoke with a service representative who confirmed that a payment had been received, my loans were in forbearance and because of this forbearance my payment would not count towards my PSLF payment. I asked for the forbearance to be removed and my payment to retroactively count and he filed a request and reassured me that this was possible and would be complete in about 10 business days. Of note, I also sent a message to MOHELA through their website on XX/XX/XXXX ( because I had been unable to get through via telephone ) that I did not want my loans to be in forbearance. I continued to watch my loans and they remained in forbearance. I sent a follow-up message on XX/XX/XXXX that stated I spoke with a customer service representative and said representative had requested my loan be taken out of forbearance. I provided the request ID that was given to me by the customer service representative. I called MOHELA back on XX/XX/XXXX and the person I spoke with was able to see my prior request and promised that my loans would be out of forbearance before my next payment due date ( which should have been XX/XX/XXXX ). They confirmed that I would be re-enrolled in auto debit and my payment would go through on XX/XX/XXXX. It is now XX/XX/XXXX. My loans are still in forbearance. No money was taken from my account. No one has responded to either of my messages on the online portal ( sent XXXX and XX/XX/XXXX ). MOHELA continues to have wait times that are prohibitive to resolving this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27705
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive submitted an application for an income based repayment plan ( SAVE ) on XX/XX/XXXX. Prior to this I was on REPAYE. Since submitting my application, my account was put in administrative forbearance and interest is accumulating - Ive called numerous times to see about the status of my IDR application ( just says in process on my end ) and most recently XX/XX/XXXX was told it was processed but waiting to get pushed through. I was told all applications through the end of XX/XX/XXXX had been processed. Its been over 2 weeks since then, and I have not been able to get more updated information about the status. My loans will exit forbearance on XXXX ( I was told to my previous payment plan ) however the site states I will enter the standard repayment plan ( XXXX XXXXXXXX ) even though I was previously on ( REPAYE ) but I have not been able to get and answer as to why this switched to standard. Ultimately Ive been told for over 2 weeks my application for PAYE IDR has been processed, but it has still not been updated on my end and I continue to accumulate interest ( which would not be the case with PAYE ) and remain in administrative forbearance. No one seems to be able to find anyone who can speak to my administrative limbo situation, and when trying to get more senior customer service representatives Im told there are none available. In 3 weeks I will be defaulted to a high standard monthly payment ( which is also an error as I was not on this plan previously )- Im so incredibly frustrated that I can not get any of these things resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A