Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I called Mohela on XXXX to ask why I have capitalizing interest in the amount of {$850.00} on my loans collectively. My loans were current at the start of the pandemic and should not have been collecting interest. A senoir rep from Mohela reported that they are unable to see my previous payment information from Fed loan servicing from prior to the pandemic and that the would submit to receive this information and it would take approx 30 days to resolve this issue. On XX/XX/2024 Mohela sent out paperwork stating that capitalized interest would not apply to my acct until XX/XX/2024, so I assumed that they were working on this issue. I spoke again with Mohela today XX/XX/2024 to ask why I have received paperwork stating that i have now over {$1000.00} in interest that capitalized 2 days ago with the current payment they are asking for the month of XX/XX/2024. After approx 2 hours on the phone with several different individuals, Mohela continues to report that they do not have my payment info from Fed loan servicing and that they can not explain where or why I have accrued this interest that they have now added onto my student loan principal. The last person I spoke to at Mohela transferred me to a " supervisor '' which was actually a transfer to their survey system and then I was hung up on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43130
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX payments were around {$600.00} XXXX XXXX received information about payments restarting and was calculcated at a similar rate. I signed up for the SAVE plan XXXX XXXX Did not have any payments taken out. I called on XX/XX/XXXX and inquired. At this time they stated that there was an administrative hold on the account and that I owed {$850.00} per month despite being on the SAVE plan. During this time I asked for additional clarification and they stated that I would not need to start repayments for the next XXXX months but that it would be removed automatically from my account at that rate ( {$850.00} ). I reported concerns with the payment rate and requested it to be reviewed for accuracy. XXXX Received correspondence that XXXX payments were due in XXXX at the rate of {$960.00} without any additional updates on why the increase occurred. There was no recertification or any changes in the information provided, just an increase in payment yet again. This has made my increase from XXXX to XXXX at around a 50 % increase in cost. I called on XX/XX/XXXX and spoke with a trainee for over XXXX hours and they indicated that a supervisor would review ( XXXX submitted ) it but that no money would be taken out of my account in XXXX and to await further correspondence. They also indicated that I did not need to recertify on XX/XX/XXXX, but that I could wait until XXXX XXXX A payment of {$960.00} was removed from my account. I have called XXXX days in a row and been hung up on twice. I have also requested call backs and no calls have been provided. A supervisor has not contacted me despite requesting their services each time. I was also told that I need to recertify by XX/XX/XXXX. No one has been able to answer my questions and the company continues to avoid contacting me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07040
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: Nowhere in the consumer law shows where it is okay to transfer or sale my personal information to another company without my written Consent, permission and authorization even when it comes to my student loans. I was on a program with federal student loan where my loan would have been forgiven this year due to my income. They broke a contract an sold my information to another company. 15 U.S. Code 1681b - Permissible purposes of consumer reports
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76117
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have requested my XXXX XXXX ( over 10 years working for the state and federal gov ) be credited properly to my account and my loan be forgiven. Also, I am now XXXX ( verified by fed gov ) and MOHELA won't acknowledge that either. Its been a nightmare dealing with them, please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to contact Mohela, my student loan servicer, for months!!! they do not answer the phone. they give no indication of how long you will be waiting on hold. they dont give you an option to receive a phone call. They are denying my submissions for PSLF certification and I can not speak to anyone. this whole process has been horrible. I have attempted to contact the federal student aide department and all they say is they are too overwhelmed to take any calls. so who protects us? all the govt agency are turning us away. are we supposed to just default on our student loans?? there is no help for any of us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 937XX
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have submitted numerous qualifying information to Mohela towards my loan forgiveness program and have not received a phone call or email that makes any sense! I originally paid a company named : Higher Level Processing to manage this for me and ended up paying them XXXX a month since originally applying to loan forgiveness program to find out they didn't keep tract? or Mohela messed up? I have since stopped paying that company to try and fix this mess myself and still trying to fix mess. I sent all previous and current W2s, and names of jobs held that were non-profit as directed. Now I see they have several of them listed on site, but they say employment not verified?? so they are not being counted. I'm at my wits end! Can someone please help?? I'm close to retirement now and if they weren't going to pay my student loans off, I would have been making payments all along as income is going to be limited shortly and my husband is already retired with set income. Please help! Thank you XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I reached 120 qualifying payments for PSLF with MOHELA having been employed full time as an XXXX XXXX XXXX with the XXXX XXXX XXXX. At that time, my employment certification has me at 113 payments, with the last 7 months not being certified. I submitted my employment certification for forgiveness on XX/XX/XXXX. I received a response on XX/XX/XXXX that it was going to be processed in 30 days. At the end of 30 days, I called as nothing had happened. The person on the line said there was a hold up and it would be 45 days total. When I called at 45 days, I received an answer that my application never went through but they would process it in 60 days. Every time I called back was a wildly different answer and over 2+ hours on hold. One day, I was on for 4+ hours. Someone tried to say my counts were off because I was a very recently acquired loan with MOHELA, but they have had them for over 2 years, meaning this was blatantly false. Today, XX/XX/XXXX, I received a letter stating I do not qualify for forgiveness. I logged in and saw they rolled back my qualifying payments to 42 qualifying. The dates they counted are sporadic and include some of the most recent months. When I asked today about it, I was told it wasn't their job at MOHELA to count the payments, and there was no solution or timeframe for my issue being resolved. When asked if it could be months or years, I was told it might be and that I just need to keep making minimum payments. This feels as if MOHELA is grossly negligent with my loans and incapable of properly processing them for forgiveness. After passing up multiple better paying job opportunities to stick with PSLF, they have picked up the finish line and moved it far beyond my reach with no directions on how to get there. I'm an frustrated and so far have no guidance on next steps other than to wait, seemingly for years. This is completely unacceptable and a drain on my finances and valuable time. It also has prevented me from looking for better employment, as moving on before forgiveness could cause issues if they have not completed my forgiveness. What's worse. The debt that should be forgiven could be a potential block to obtaining a mortgage for my family 's first home, which would force us to rent and lose money in the long run.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63304
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have federal medical student loans that were originally through XXXX. I had submitted a consolidation and effectively, a migration of servicer from XXXX to Mohela ( did not have the option ) in order to qualify for an income-driven repayment program ( called " XXXX '' ) and still maintain qualification for XXXX XXXX XXXX. My request to consolidate and application for an XXXX were submitted on XX/XX/XXXX. Per my studentaid.gov portal, my XXXX request was completed ( their date string on the website is unreadable so it's hard to tell the date of completion ) which would reduce my payment from what they are asserting I owe right now, {$1400.00} to approximately {$340.00}. Mohela 's website does not offer any contact information to establish a written line of communication for posterity. Thus, I called their service number and was informed my loan would enter a deferment until processing was completed. That has not happened, and I was just messaged by Mohela that my loan is now behind, and that I owe a past due balance of {$1400.00} and that my next scheduled bill is on XX/XX/XXXX. From some light research and communication with other medical professionals, Mohela has been responsible for similar experiences. My XXXX application can be available upon request, though I've uploaded it to Mohela 's website as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern - I was one of the borrowers that due to billing date issues, was placed on administrative forbearance by mohela for XXXX, XXXX and XX/XX/XXXX. Please see attached email received on XX/XX/XXXX. My XXXX and XXXX months showed up as qualifying and XXXX was not showing up at all. I just opened up my mohela account and XXXX is showing up as inelegible. I mean come on, this is extremely stressful. I am looking at social media and Im one of many. When is my XX/XX/XXXX will update?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10040
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received messages from my loan servicer ( Mohela ) in XXXX about delays and my loans being put on administrative forbearance presumably to process the influx of repayment plan applications at the time. My loans stayed on that administrative forbearance for 180 days I believe. In XXXX I received a billing statement that my loan payment amount was {$420.00}, which was obviously incorrect since that's not what my repayment plan estimate was and I never received any communication about there being an issue with my repayment plan application. I messaged them about this shortly after but never received any communication about when they would get back to me let alone an actual response to my concerns. I then received another billing statement in XXXX that my current due amount was {$460.00} and my past due amount was {$460.00} for a total of {$920.00}. I messaged them again about this and this time actually received a response. The response said that I was 27 days past due on my account, that the past due amount was {$890.00}, and that I owed {$1700.00} before the end of XXXX. They also said that my account was on the level plan which is not the SAVE plan that I applied for and received no communication about there being issues with my application. In fact they confirm that they received my application and that they were working to disclose all applicable loans as soon as possible, that I don't need to take further action, and that my account would be updated to reflect the SAVE plan as soon as possible. I haven't received another billing statement yet but I suspect that I will for another incorrect amount of money. They essentially admit that they haven't done their job and are still just completely fine with charging me an incorrect amount. How many other people are they scaring into thinking that they have to pay XXXX times what their payment should actually be? Why would they not put it back on administrative forbearance if they can't process the application yet? Unless it's just to trick people into paying an exorbitantly high payment and circumvent the repayment plans. Even if my loans do get put on the SAVE plan are they actually going to adjust what I owe and get rid of the {$1700.00} balance I have or are they going to expect me to pay that? That would be XXXX. They're the ones that can't do their job and/or that XXXX up. How is this going to affect my qualifying payments for my PSLF? I'm losing out on those qualifying payments and my eventual debt forgiveness because I can't make {$400.00} payments. It's all just a ridiculous clown show.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A