Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Yet again, MOHELA demands we pay our bill on time, yet they have no accountability in their end. MOHELA does not update their PSLF records to reflect my payments. I paid XXXX bill in early XXXX, yet my payment counts do not reflect that. If MOHELA can require my payment in XXXX why cant they update their records?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have worked for the State of Wisconsin for more than 6.5 years and I have been properly enrolled in PSLF for that entire time, updating my income and certifying my employment annually. I recertified my employer every year even though my agency has not changed. I was already enrolled in an IDR plan for that entire time, as well. Mohela removed me from the IDR plan I had been in. Somehow my application was submitted for an incorrect IDR plan, all I wanted was the same. It went through the US Dept of Ed only to be denied by Mohela in XXXX. Mohela then put me into a level payment plan rather than defaulting to my previous plan. The level payment plan makes me ineligible for PSLF! I immediately submitted a second application through the Dept of Ed for the correct IDF plan ( I certainly hope ) and Mohela has been sitting on that application since XXXX. Nothing has been updated. I have received no bill. Everything still shows I am ineligible for PSLF now because I am in the wrong plan. I called Mohela on XX/XX/23 and they put me in administrative forbearance but are charging me 6.8 % interest while they catch up on doing their job and I have no assurance XXXX will count towards my remaining payments. If my original application had been processed timely, or if my loans had defaulted to the previous, correct payment plan, everything would be fine. But none of that has happened. On the website it still shows my application is processing and the level payment plan. I have not received a bill at all, but right now, that bill would be wrong because Mohela hasn't processed my payment plan application they've had since XXXX. It should have been so easy to update my previous plan. The Dept of Ed and Mohela both had access to my IRS info. My employer has not changed. My address did not change. Nothing. This should have been so simple - but somehow Mohela has XXXX everything up completely. Was this not the company suing the federal government so they could start collecting these loans? They now say 'unprecedented ' but they knew how many loans they agreed to service and didn't invest in the staff to process them. This is all on Mohela. It is unclear to me why every PSLF applicant MUST use this company. The first thing they have done for me is erroneously make me ineligible for the PSLF program I have been in for 6.5 years and now refuse to fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53219
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had many issues with Mohela. The most recent is the fact that I was approved for and enrolled in auto-debit for my loans on XX/XX/23, with my first payment being due XX/XX/23. That payment was never withdrawn from my account, and I received an email from XXXX XXXX XXXX on XX/XX/23 stating that I missed a payment. Mohela 's website states that I am up-to-date and not in delinquency. However, when I call Mohela and provide my account number to the automated system, it states my loan status is delinquent. I did everything that I was supposed to and now Mohela is causing direct harm to my credit status due to its ineptitude.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78704
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have had 3 separate phone calls in the last 3 weeks with my Student Loan provider, MOHELA. I had submitted a payment via check ( through a third party - AmeriCorps portal ) that was cashed by my loan servicer but never applied to my account. I have called to find out where my check was and why it had not been applied. The first time they said it would take 2-3 weeks to see it reflected in my account. It was received and cashed on XX/XX/27 and I had called the first time on XXXX. 3 weeks had passed. They said it should post any day. Having not seen the payment applied by the XXXX of XXXX ( after my payment due date ) I called back again to verify that it was going to be posted to my account. They said they never received the payment. I uploaded to my MOHELA account evidence that the check had been removed from my AmeriCorps remaining balance - ergo showing that they cashed the check. I contacted my AmeriCorps customer service rep who did a check trace for me through the Trust Department and they emailed me the results that it had been delivered to MOHELA and cashed by MOHELA on XX/XX/27 ( as stated above ). I called back today, XX/XX/XXXX, after still not seeing a check or having seen any progress on my issue. The representative I talked to today told me that she would put in a search request for the check and that if I don't see it posted to my account in 30 days that I should call back again. Then she said I needed to be transferred to her supervisor- which meant I was put back on hold for another 40 minutes ( after the initial 2+ hours ) and the call was dropped. So I never talked to a supervisor. I have zero confidence in MOHELA, their staff and their ability to find this check. At least it wasn't a personal check from my own bank account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My wife and I have been trying to have her student loans adjusted ever since we were directed to submit our income for the new repayment plan. We made multiple calls to Mohela and stated that we were unable to afford the new payment plan. Our repayment plan has increased by at least {$1000.00} per month ( combined ). Under the new SAVE repayment plan it was supposed to save us money it does not. We both tried calling the company and weve re-stated our income, defendants and updated all of our information. We always leave feeling the good when we get verbal communication that out loans will be reduced upon review. The new numbers are actually quite favorable and something that we can afford. However, in the case of my wife, we waited for at least a month, and we found out when payments were due that her payment had not been adjusted. I also phoned and asked for mine to be adjusted on the second call I did speak with someone that told me my payment would almost be halved - today XX/XX/XXXX. Im expected to wait up to 45 days for a response. In the meantime, Ive been offered a golden ticket forbearance. Im told interest will accrue but I cant say that Im delighted about it. I would much rather be making the correct payment each month! In the meantime, the payments I should be making drag on and affect my public service loan forgiveness. I can not understand why an organization that has requested and has access to our financial records, Can not make a determination over the phone on what our repayment plan should be. Im baffled as to why the online platform gives me far different numbers then what the advisor on the other end of the phone gives me. I also, somewhat expect that when I call an organization with financial concerns, itll be resolved quickly so that it doesnt cause any financial stress or worry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan servicer is Mohela. I made payments through the covid forebearance and requested a refund of those payments on XX/XX/23. I have received no communication from them. I sent them a message after initial request to make sure they were going to refund all payments- as I had paid some loans of and the loans were no longer listed with Mohela . I still have not received refund or heard anything from them in XXXX months. I submitted message complaint with Mohela 1-2 weeks ago and still have not heard back about status of my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 928XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Full Class Member of XXXX XXXX XXXX lawsuit attended XXXX XXXXXXXX University from XXXX to XXXX Received Approval Letter of Borrower Defense Case XX/XX/XXXX from Department of Education after filing a Borrower Defense Application via a scam company called XXXX XXXX XXXX with my application having incorrect dates of attendance, but received by the Federal Student Aid on XX/XX/XXXX. Moved from XXXX to Mohela as my Loan Servicer in XX/XX/XXXX. Loans were held in Admin Forebearance until XXXX/XXXX/XXXX. Applied PSLF payment counts to all loans currently held under my name XX/XX/XXXX, achieved XXXX verified payments under PSLF program for my Sub/Unsub loans from XXXX XXXXXXXX University and PPLUS loans for sons from XXXX XXXX , and XXXX XXXX University . XX/XX/XXXX - Requested Consolidation of all loans to use PSLF payment waiver so that my highest payment count can be applied to all loans and they will be paid off via the XXXX program. Consolidation is approved however instead of being placed into Administrative Forebearance as required, I am placed into a regular IDR plan with a payment of XXXX a month for at least 12 months. Filed Request XX/XX/XXXX for Forebearance General Hardship explaining that I am supposed to be under Administrative Forebearance because of the XXXX XXXX XXXXXXXX lawsuit AND PSLF Waiver processing since required XXXX payments were counted and made. Correspondence Processing Delay Received from MOHELA XX/XX/XXXX stating my request for Forebearance should be processed within the next XXXX Business Days. Also have an outstanding request for a loan payment that I absolutely should not be making because I qualify under XXXX XXXX XXXXXXXX lawsuit to be in Admin Forebearance along with PSLF forgiveness due to 20 years of full time employment at a non-profit organization. My complaint is to have my loans placed in Administrative Forebearance they way are supposed to be and my loan paperwork properly processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela has been giving me the run around since XX/XX/2023not counting my student loans towards PSLF. There are saying I only have 95 loans towards Public Service Loan Forgiveness. When I know I should have over 120. The company want to bring up my XXXX XXXX, when I showed proof that student loans doesn't qualify towards XXXX XXXX and clearly states paid outside the plan. Meaning although I am in XXXX XXXX I still have pay for my student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for XXXX XXXX XXXX XXXX in XX/XX/XXXX. When I applied for loan forgiveness I included employment verification for three employers : Exploratorium, The XXXX XXXX, XXXX XXXX XXXX. On XX/XX/XXXX I reached out to MOHELA via phone and email message because I noticed that my loan payments made during my employment at the Exploratorium were not being counted towards my 120 required payments. I was told to " give them some more time '' to process the application and that those payments should appear in my account in the next few months. On XX/XX/XXXX, I emailed MOHELA to ask about the status of my XXXX request. I did not receive a response. On XX/XX/XXXX, I called MOHELA to ask about the status of my request. I was told by the customer service person that the payments I made during my years of employment at the Exploratorium SHOULD count and that my case was being " expedited '' so that it could be resolved before repayments were scheduled to start at the end of XXXX. I did not hear back. And nothing was fixed. So I called MOHELA again today, XX/XX/XXXX. After waiting 90 minutes for a call back, a customer service agent reviewed my files and said she wasn't sure why the payments in question weren't listed on my file. She put me on hold to talk to a supervisor in the Processing Department. She then came back and told me that the supervisor she was speaking to suggested that she transfer me to a different supervisor. She transferred me and a recording said to " please hold '' and I have been on hold for more than an hour. I have been fighting this fight for more than a year, I did everything I was asked to do, my application was completely in order, and I haven't been able to get this problem fixed despite numerous attempts and hours of time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: MY STUDENT LOANS WERE ZEROED OUT AND PAID OFF FOUR MONTHS AGO. i HAVE SENT DOCUMENTATION TO BUREAUS YET MOHELA KEEPS UPDATING AS ACCURATE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A