Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: For XXXX months in a row ( XXXX and XX/XX/2023 ) the amount Mohela states on their website I owe is different than the amount of my income driven repayment plan. Both months when I have submitted a payment ON TIME they have continued saying I am past due on my account even though I paid an amount greater than the amount owed. The XXXX month I thought I had made a mistake however this repeated the next month as well. At this point I have made XXXX payments ( XXXX XXXX and XXXX ) on my account this month all greater than the listed amount owed prior to or on the due date ( XXXX ) however the website continues to say I am past due. When I attempted to pay this amount XXXX TIMES the website makes me toggle over the loans I am paying and after I do so it gives me a different amount owed. XXXX DIFFERENT AMOUNTS, always higher than the " amount due '' and once paid I am continued to be past due. I have called twice, spent XXXX hours on the phone on XXXX and was disconnected when the " supervisor '' finally answered the phone and received no call back despite being told I would receive a call back if we were disconnected. I call again today on XXXX and am told I have a different overdue amount that yesterday despite not making any further payments and all XXXX previous payments had cleared my bank account prior to yesterdays phone call. I have now been on hold for XXXX hours and XXXX minutes waiting to talk to another supervisor. All I am trying to do is pay the accurate amount owed and no one there can even tell me how much that is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 436XX
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: Need information about your loan balance or loan terms
Consumer Complaint: I called several times, since XX/XX/14 requesting refund of overpayments on loans ( {$9900.00} total ). Was told several times that this refund would be issued in XXXX business days. It has been almost XXXX months and refund is yet to be issued.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
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 keep calling Mohela about my PSLF but can not get through. Every time I call and they say they will give me a call back they never give me one. I am so confused about so many things and can not find any clarification on the website nor anyone I can email so I am forced to use the unreliable call service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60612
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: My Federal loans are being handled by MOHELA. I have received confirmation that my autopay is verified. The first month it did not work so I made my payment manually. My MOHELA account says the next payment will be deducted next week, however, I received an email for Federal Student Aid stating I missed a payment and now my credit score has decreased. I cant get anyone in the phone at Federal Student Aid or MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14850
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 was on hold for XXXX hour and XXXX XXXX minutes on a call to Mohela. I had to hang up and didn't get to speak with anyone except recorded messages or XXXX if that. Not cool. I know its busy but this is unreasonable. I know the government is paying them well to service these loans. Hire more people please. Call was on XX/XX/XXXX about XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
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: Received bad information about your loan
Consumer Complaint: My monthly amount was supposed to be {$94.00} dollars, but my bill kept reflecting a charge of almost {$1300.00} due XX/XX/2023. I've been placed in admin forbearance, but now I don't know what my actually payment would be a month so that I can qualify my payments under the PSLF payment requirement. I attempted to call on multiple occasions before the admin forbearance kicked in, but I was often disconnected or I hung up after waiting over 2 hours for someone to take my call. Also, I consolidated my loans back in XXXX and my PSLF payments went to XXXX and I'm trying to see how many I actually have. Most of the important information on my account is accurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Federal student loans are complete and utter robbery and violate the UDAAP regulations. The way that interest accrues and is charged is criminal. Banks would be fined and shut down for practices like this. I have loans that originated going back to XXXX or XXXX. My total borrowed was {$43000.00}. Before this XXXX payment, I had paid {$27000.00} in payments with a remaining balance of {$37000.00}. Make this make sense. One loan originated in XXXX for {$9300.00}. Repayments began in XXXX. The balances is now {$9900.00} after more than {$5500.00} in payments. In XX/XX/XXXX, the portion of my payment that was applied to this particular loan was {$78.00}. Guess how much was applied to principal?? {$1.00}. Read that again. {$1.00}. That is with an interest rate of 6.55 %. I have two consolidation loans with a rate of 4.875 %. The portion of my XX/XX/XXXX payment that was applied to them was {$130.00}. Again, guess how much was applied to principal?? {$8.00}. Less than {$10.00}. What kind of voodoo math makes 4.875 % of {$130.00} over {$120.00}?? At one point, I think in XXXX, I tried to get those two consolidation loans amortized for a shorter period so that more of my payment would be applied to the principal. They came back and said I couldn't, but just simply making the request caused the 25 year repayment plan to START OVER. Even less was being applied to principal. My complaint is not against my servicer. It is against the government for violating UDAAP, stealing money, and using student loans as a mechanism to keep people in debt. I have attached screenshots which show my XX/XX/XXXX payment details, a possible 10 year amortization schedue, and a printout of all of my student loan details.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75098
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023, I was on the phone for more than one hour but I did speak to a representative. I requested a forebearance or deferment for some of my loans. I also requested a change in due dates. By the end of that call, those two requests were approved. I paid what I was told would be the new monthly payment on XX/XX/2023. My online account was never updated. Now, it shows that I am past due on the XXXX payment. I have tried on multiple occasions to reach someone by phone and I never get through. I have requested call backs and I have sat on hold for over an hour on at least 2 occasions. I have also sent messages through my account. I am not getting any response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75662
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: On XX/XX/XXXX I sent XXXX payments, XXXX for {$2400.00} and a second for {$3100.00}, satisfying the total amount owed on my XXXX loans including outstanding interest charges. The payments were applied in a manner that overpaid XXXX of the loans while balances remained on XXXX of the XXXX loans. As of XX/XX/XXXX my loan details indicate : - Loan XXXX Principal : $ XXXX - Loan XXXX Principal : $ XXXX - Loan XXXX Principal : {$1400.00} - Loan XXXX Principal : {$860.00} My account page indicates that {$26.00} in interest charges have accrued on my accounts since my payment in full was received, though it does not indicate a payment due. I have verified that my loans are still reporting as open with balances due according to XXXX an XXXX. I have made XXXX attempts to resolve this issue by calling Moehla : On XX/XX/XXXX I was advised that the matter was escalated and would be resolved by their payments department. No response was ever sent, no updates were made, and the loan balances continued to reflect the misapplied payments. On XXXX I called again and spoke to the payment department who assured me that the matter would be resolved. I have not received any response, electronically or otherwise, no updates have been made, and the loans continue to be reported to the credit agencies as having an outstanding balance. On XX/XX/XXXX I sent an electronic message via the Mohela account portal advising that my loan details continued to reflect the misapplied payments and the credit agencies had not been updated to reflect my balance as paid in full for XXXX full months. I have received no response from this message as of XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Complaint to MOHELA ACCT NUMBER : XXXX Hello My name is XXXX XXXX XXXX XXXX I have a certification of XXXX approved on XXXX XXXX XXXX XXXX XXXX plan FOR THE ACCOUNT XXXX. They are committing discrimination against XXXX XXXX borrowers. I have had an approved XXXX since XX/XX/ and without my consent they want me to pay the full amount. Now I called XXXX times and talked with XXXX representatives to resolve the situation. I need my XXXX back. The XXXX repayment plan approved on XXXX XXXX XXXX is : XXXX : And the XXXX payment Amount for this plan is : XXXX FOR XXXXXXXX XXXX PAYMENTS. As a result of everything that happened with Mohela, I had to request a new repayment plan, when there was already an approved one. I understand that the process they have put me through is unfair. It is a process that is detrimental to the borrower. They also did not want to process the payment deferral until XX/XX/, in which the requested repayment plan is approved. To date, they have not wanted to process my new request nor the documents that support it. The customer service is terrible, they don't want to talk to XXXX customers. They hang up the phone when you ask to speak to a supervisor. I am desperate and saddened and I don't know what else to do after so many calls and emails written almost XXXX with this company. I have exhausted all available resources and that is why I very respectfully turn to you for help. I have a XXXXl complaints to Mohela with no response or resolution. Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX Complaint- XXXX XXXX XXXX I appreciate all the help you can give me for this terrible situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00926
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A