Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I received notification from MOHELA on XX/XX/XXXX via physical mail, and notarized by the post office, that my student loan is paid in full. My loan is currently listed as paid in full status. However, all three credit bureaus report that the loan is still outstanding as of XX/XX/XXXX. MOHELA failed to notify the credit bureaus in a timely manner of this update. This resulted in a XXXX point decrease in my credit rating. MOHELA also sold incorrect and false information pertaining to my person to all XXXX data brokers. This constitutes slander, liable, and defamation. Furthermore, this fraudulent act constitutes a violation of the Gramm-Leach-Bliley Act of 1999. MOHELA is a financial entity acting as an extension of a government entity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After reviewing the qualifications on studentaid.gov, I applied for the XXXX XXXX on XX/XX/XXXX. My family size is XXXX, my AGI from my 2022 XXXX XXXX is {$25000.00}, and I have qualifying loans. My application via Studentaid.gov was received and then sent to my servicer, Mohela. On XX/XX/XXXX, Mohela sent an electronic letter indicating it was unable to XXXX my request for an XXXX due to the following vague rationale " - Based on your Adjusted Gross Income, family size and outstanding eligible federal student loan debt, you do not qualify for the repayment plan you requested. '' Mohela did not collect any information from me to verify this information and I have been unable to reach Mohela via telephone to inquire into this issue and have Mohela process the request to be moved to the XXXX XXXX. I understand Mohela is likely struggling to process student loan information given the recent restart ; however, Mohela did not take any steps to collect information from me in order to process my XXXX Plan request, a payment plan I qualify for. I also suspect Mohela is incentivized to deny otherwise qualifying requests like this given their low margin business model and the extra administrative burdens required to process these requests. I am disappointed in Mohela 's efforts but hope to expeditiously resolve this issue. Kind Regards, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I faxed standing payment instructions in XX/XX/2023, but then made a payment in XXXX that did not honor those instructions ( over {$1500.00} applied to interest instead of principle as requested ). I then sent a message through the secure system on XX/XX/XXXX with standing payment instructions again and asked that the prior payment be corrected. It has been opened according to the system, but I just made another payment ( XX/XX/XXXX ) and the instructions were still not honored. I saw on some websites that I should receive a letter confirming that my standing instructions were received but I have not. I need to make payments but do not want to pay extra overall because of their negligence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe MOHELA has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. My IDR recertification date was not extended in a timely manner. I recertified my repayment plan thinking that this was going to be required. This has caused my monthly installment amount to increase from roughly {$300.00} to {$780.00}. Mohela should have denied my recertification application as it was too early to recertify for this plan as recertifications can not be completed more than 90 days before the recertification deadline. My recertification deadline should have been XX/XX/XXXX not XX/XX/XXXX. Per DOE, if my recertification date falls prior to XX/XX/XXXX I should receive an automatic 1 year extension, but my account was not updated to reflect this information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: A physical bill was received from MOHELA dated XX/XX/XXXX with a due date of XX/XX/XXXX. The notarized post office post-mark date is not compliant with the 21 day notification per Department of Education guidelines, policy, and federal law. Upon review of the physical bill, the amount listed only delineates the principle amount. It does not include, list, or reference the additional interest amount. Upon review of the MOHELA website, my online account does not include, list, indicate, or make any reference to the additional interest on the principle amount. I had to call MOHELA to acquire this information. Moreover, MOHELA indicated a XXXX minute wait to speak to a representative during this process. However, it took over XXXX minutes to connect with a representative who proceeded to place me on an additional XXXX minute hold. Furthermore, upon request of physical documentation of MOHELA providing notification to all 3 credit bureaus, the representative informed me they were unable to do that, and placed me on an additional hold. Cumulatively, this is a violation of the Truth in Lending Act, the Equal Credit Opportunity Act, the Fair Credit Reporting Act, the Federal Trade Commission Act, the Consumer Financial Protection Act, 34 CFR 685.220, 34 CFR 685.102, 34 CFR 30.1-30.70, and the Gramm-Leach-Bliley Act of 1999.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am trying to pay my loan faster than the minimum required as a way to pay less interest over the life of the loan. Rather than applying my payments over and beyond the minimum due to principal, Mohela has applied multiple of my payments to cover the next month 's payments ( including interest ). This negates the benefit of paying additional money for the purpose of lowering the principal and thus interest. Despite multiple calls, online requests, and emails, they keep applying payments to future month 's rather than reducing the overall principal as a means to reduce overall interest accrued on the loan. Additionally, Mohela put my account into a forbearance status WITHOUT my requesting to do so. On XX/XX/27 when they were supposed to withdraw {$210.00} from my account per my monthly withdrawal schedule, they instead put my account into forbearance AND continue to charge daily interest on the account. This is costing me additional money as not only would they not accept my scheduled monthly payment to lower the principal balance and overall interest, they are now charging me MORE interest on a higher principal balance since they wouldn't accept my monthly payment. When I called Mohela about this, the representative advised this has been a common system error with Monhela and that many accounts have been put into forbearance by this error. He advised interest would continue to accrue and there was nothing he could do to stop that. He then advised it would take Mohela several weeks to fix the error and restart my monthly payments ( all the while, my loan balance increases due to continuing accrued interest ). I then attempted to make a {$100.00} payment on my loan balances, but they once again applied that to a next month 's payment -including interest. I'm requesting they start collecting my monthly payments ( including additional principal payments ) and take my account out of this unrequested forbearance. Additionally, since the forbearance was caused by their error, I want them refund any interest that accrues on my account during this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01830
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have provided The Department of Ed and Mohela with documentation regarding my missing payment count from XX/XX/XXXX thru XX/XX/XXXX. Still no update on when this will be resolved. Both parties acknowledge the payment count is incorrect but neither party is fixing the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61614
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans were transferred from to Mohela to XXXX in XXXX. XXXX and Mohela are both reporting the same student loans.The balance with Mohela should display {$0.00} because the loans were transferred to XXXX, but my credit report is still displaying balances from XXXX and Mohela. The balances are {$9300.00} ; {$20000.00} ; {$13000.00} ; {$53000.00} ; {$2900.00} ; {$1700.00} ; {$4300.00}. All of the balances with Mohela should display {$0.00}. My student loans are currently with XXXX. The double reporting resulted in a XXXX decrease on my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX, I received an email from MOHELA on preparing for student loan payments to start in XXXX. The email specifically stated the following : " MOHELA will send your first bill, with your payment amount and due date, at least 21 days before your due date. '' On XX/XX/XXXX I logged into my MOHELA account, updated my address and other personal information and seen that my payments would start back on XX/XX/XXXX, and enrolled in auto debit for payment. Well within the 21 day notice they sent. XX/XX/XXXX I received a notice from MOHELA stating my auto debit was approved for auto payment and I didn't think anything of it since I had set-up the auto debit it was fine. However, my payment came out of my bank account on XX/XX/XXXX not XX/XX/XXXX as posted online. XX/XX/XXXX when I noticed the loan amount was debited I began trying to contact MOHELA, with waiting times of up to XXXX, I still waited. I explained that I was expected to be debited, I did actively enroll but the terms of my due date had changed somewhere between XX/XX/XXXX and XX/XX/XXXX because I was debited much earlier than expected. The representative was very nice, apologized and said " we just need to request a new due date for you ''. I requested the XXXX of each month, she said that would be fine. I asked if I would need to pay again on XX/XX/XXXX to align to the new due date request or if my next payment would be due XX/XX/XXXX. She said it would be due XX/XX/XXXX. On XX/XX/XXXX I received another auto debit withdrawal confirmation, and checked on my account that it was coming out on XX/XX/XXXX so I stopped the auto debit because I can not pay on the XXXX, I can pay on the XXXX. XX/XX/XXXX - Finally, received the Student Loan Billing Statement was promised in writing ( 21 days before due date ) in the XX/XX/XXXX email. XX/XX/XXXX - Multiple days I have reached out about this and finally got a call back today. Representative told me that she could request it but it takes a couple of months for the change to go through and the rep before her should have told me about it. Also said that my account would continue to be in the debt collection state until the system completes the due date request change since I turned my auto debit off for the XX/XX/XXXX payment and told her I will pay it on XX/XX/XXXX. I have been proactive about this, planned for it, set up for auto pay online. Checked multiple times for a billing statement, based on MOHELA XXXX, never received as promised but finally received on XX/XX/XXXX, ( 11 days AFTER first payment posted ) so essentially debited before I even received a bill, and now my account is in collection status because I didn't pay my XX/XX/XXXX payment? 1 Month after requesting a new due date? Which apparently also disappeared out of their system, along with my new address and everything else. Most ridiculous issue I have ever had with a loan servicer. I will pay on the XXXX of each month and I better not receive one single phone call or email about being past due when this could have easily been avoided if the billing statement came before the first payment. My loans have been passed around at least XXXX or 6 times and this is the absolute worst.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70517
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have spoken to Mohela staff and their " Advance Representative '' concerning my place of employment not being approved since XX/XX/XXXX. My account shows only 22 PSLF payments need to be qualified for forgiveness and MOHELA has yet to qualify 24 from XX/XX/XXXX to XX/XX/XXXX. As of today, they still have my PSLF in processing mode on XX/XX/XXXX, when Student Aid has already sent me a receipt of employment certification on XXXX because they received verification from my employer- confirming my employment from XX/XX/XXXX to present. Due to Mohela delay with making the necessary changes I had to file the IDR ( SAVE ) application and request a lower payment due to my MFJ status, increase in family size and decrease in income from my spouse. My spouse is still unemployed due to COVID 19. In XXXX of XXXX, Mohela placed me and my spouse accounts on " Administrative Forbearance with assurance of our IDR and PSLF information being updated and recalculated, as we questioned the possibility of our loans also being completely forgiving. While my account is now in forbearance, I finally received a bill statement in XXXX with a lower payment- but my 24 PSLF payments are still NOT qualified- although I only show 22 payments left for PSLF. What's alarming to me is for Mohela to accept my IDR application and lower my monthly payments, but not qualify my additional 24 PSLF payments towards complete forgiveness. What's more frustrating and corrupt is for Mohela to lower my payments according to the current balance and not recalculate my balance to reflect the 24 qualifying payments which will decrease my monthly payment substantially, should Mohela deem my account will not be completely forgiving at this time P.S-I am also not understanding why my spouse IDR application still hasn't been approved when we made the request on the phone together, gave the same required household and income information, with the same representative on the same day and time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A