Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I enrolled in Auto-Pay with Mohela before the federal pause on student loan repayments was lifted, but the auto-pay didn't work. Myself and thousands of others are now " delinquent '' on our first payment because Mohela failed to notify borrowers that the auto-pay wouldn't work until 2-3 billing cycles. Unsure if this will have an impact on credit reporting because its takes 5+ hours to speak to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28012
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested a refund for my XXXX payment from Mohela due to the amount ( {$710.00} ) being taken out on XX/XX/23. The refund was supposedly initiated. The representative I spoke to yesterday morning stated a refund was showed to have been issued on XX/XX/23, however, this payment was never received back into my checking account. I had automatic payments debit payments set up. I then asked the representative if she can tell where does the system reflect where my refund was sent to and she stated being unable to determine where this alleged refund was sent to. It is absolutely fraudulent to state in The Mohela system a refund had been issued to me, when in fact this is untrue and yet they are unable to verify where my refund was sent to. Also, a second {$710.00} payment was taken from my bank account on yesterday despite my current monthly payment being set to {$0.00}. Mohela has stolen {$1400.00} from me and have not refunded me. This is absolutely unacceptable and unethical. Please sent help have the government do an investigation on this loan servicing provider. Ive never had this issue with my previous loan servicing provider and had not missed payments. This is emotionally exhausting and causing me a lot of stress/anxiety.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75212
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am pursuing PSLF and my federal loans are serviced by MOHELA. MOHELA placed my loans on a an " administrative forbearance '' without my request, beginning XX/XX/23 and ending XX/XX/23. This prevents me from making two monthly payments on my student loans that would count towards the 120 payments required for loan forgiveness. It lengthens the time these loans are active and allows two additional months for interest to accrue. I have contacted MOHELA through their internal message system twice over the past two weeks to request for the administrative forbearance I did NOT request to be removed immediately, and I have requested a payment due date in XXXX so that I XXXX make a required XXXX payment. I have not received reply correspondence from MOHELA. I have contacted MOHELA by phone and have been on hold for over two hours without being able to reach a representative. These call wait times are excessively prohibitive and I have not yet been able to reach a representative by phone to address this concern. MOHELA notified me by letter on XX/XX/23 of the administrative forbearance that began on XX/XX/23. This did not provide me any chance to request for the administrative forbearance to NOT be applied to my account. I have provided the PDF of this documentation here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX received notification that my loans would be placed into forbearance. In addition, was notified that interest would continue to accrue while in forbearance. I did not request that my loan change states and did not have any option to easily re-instate payment as I had been paying the month prior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for a payment plan with Mohela. They automatically enrolled me in the SAVE plan, to pay {$0.00} a month. Though I appreciate this opportunity. This is not what I asked for. In order to purchase a home, I can not have a {$0.00} student loan payment. I then applied for an IBR plan, to pay about {$170.00} a month. I was told that it would take about 2 weeks for approval. After 2 weeks, I called again and was told that it was processing, but could be denied because the SAVE plan was more beneficial for me. I explained the situation, she notated the account, and said that I should not have a problem. " By the end of this week, it will be approved. '' The Monday of the next week, I called and was told that, due to multiple accounts going into repayment, it will take longer than normal. By this time, I am crying on the phone. The seller of the home I wanted is getting impatient and my original closing date has passed. I was forwarded to a supervisor. The nice lady was sympathetic and asked me, " Did anyone give you the option of your application being expedited? '' I expressed that I asked, but was not given this option. She informed me that she would send an email, to expedite this request and noted the reason. She informed me that it will now take 2-3 days. I asked was this certain, as I needed to report to my realtor and seller. She was confident. Well, 3 days went by and my application was still processing. I then called and asked for a timeline/follow up and this representative was extremely rude. He stated, " You application can not be processed. We are not going to randomly chose your application out of thousands to expedite. I am furious to say the least! The seller has officially terminated my contract, due to failing to provide documentation from Mohela, according to the timelines Mohela has given me. I have lost money on appraisals, inspections, etc. I can not believe I lost this home, due to a piece of paper. I am hurt. I am clueless as to what I can do to simply get a payment plan. I have never experienced anything like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I filed a complaint with Mohela in XX/XX/2023 about a loan taken out in my name that I did NOT take out or receive any money. They then decided to give the person ( s ) another lone in XXXX. I have tried to call. I file a complaint. No acknowledgement from Mohela or the XXXX XXXX regarding the documentation. Mohela Acct # XXXX XXXX XXXX XX/XX/2023 {$2600.00} XX/XX/2023 {$4900.00} I do NOT has any XXXX attending school in Arizona. I have NEVER applied for student loans for either myself or any of my XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I spoke with a rep about fixing deferments on my student loan account. At that time, I was assured that all of my loans would be out of deferment, per my request. One of my loans is still showing in deferment. I have sent messages on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX requesting to again to have the deferment removed. I have not heard back from them yet and that loan is still showing deferment. Further, from XX/XX/XXXX thru XX/XX/XXXX, all of my loans were in repayment. I had dropped out of my XXXX program in order to consolidate ( can't consolidate loans in deferment ) all of my loans. The loans were successfully consolidated, but Mohela is not showing those as having been in repayment and counting as 10 months of payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44112
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have had multiple issues with my loans since they were switched to MOHELA. First, the loan payoff calculator was not working on the site. So when I tried to pay off a loan in full, I accrued interest during the time the payment processed and was unable to fully pay off the loan. When I called MOHELA, I waited for over an hour, then got disconnected, and no one called me back ( despite asking me for a call back number in case of disconnection ). I then sent a message through the portal, and the response was that I had already called about this issue and to call again with further questions. When I replied to that email, I received a standardized answer detailing loan repayment. The larger issue is accruing interest. I am in repayment and on the SAVE plan. I made my payment ( the full required payment ) on XX/XX/XXXX ( was due XX/XX/XXXX ). Under SAVE, the remaining interest is supposed to be forgiven. I have continued to accrue interest since this payment. When I called MOHELA, I was told that they do not know when remaining interest will be forgiven and that I must log on daily to check my account and time it correctly in order to make additional payments that would go towards my principle balance. There was no further suggestions on how to predict when this would happen. I have checked my account daily, and continued to accrue interest. Today ( XXXX ) my interest for each loan has gone down, but is still not XXXX. So any additional payments would still go towards the interest. I received documentation from MOHELA detailing the SAVE plan, yet this is not what is happening. This is hundreds to thousands of dollars that we are playing around with, and MOHELA is taking no responsibility and has no answers as to why the interest has not been forgiven. It is very frustrating to call the loan servicer and have no answers. I am working hard to pay off these loans, and it will be impossible if the interest is not forgiven as it should be. I also don't feel I should have to log in DAILY to check to see if and when this happens. Especially since I have no idea what to expect, or when I've missed the window for when it should be forgiven- does it restart on the XXXX each month? After a payment? There has been no clear communication for borrowers. MOHELA 's communication and customer service is unacceptable. It seems like they are purposely not forgiving interest so that they can make more money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 520XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made my first payment on XX/XX/2023 by bill pay from my bank account. Payment was posted & MOHELA states they never received payment. I keep getting letters that state I am past due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Upon hearing about the possible student loan forgiveness, on XX/XX/XXXX I made a request to my loan servicer ( Mohela ) for a refund of XXXX payments I made during the Covid forbearance totaling {$1900.00} ( bank statement with amounts and dates attached ). On that original call I was told that because of the high volume of refunds, I should expect my refund within 90 days of the processing date via my original form of payment ( direct deposit to my checking account ). Within a few weeks of the original refund request on XX/XX/XXXX, my loan balance was reinstated to the original principal and the payments on my Mohela account were removed as of the processing date of XX/XX/XXXX. However, as of XX/XX/XXXX, I have yet to receive any form of payment from Mohela. I have called Mohela on multiple occasions, averaging every XXXX months, since XXXX of XXXX and each time I have been told that my request was processed and that they no longer had control of the refund because it was sent to the US Treasury and that I should give it another XXXX days. Given that it has been XXXX days since my original request, it is disheartening to know that I am now not only earning interest on the higher reinstated principal, but that the money I paid is not back in my pocket.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A