Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I hade sent several email messages due to large volume of callers. I was inquiring with them as to why my entire payment went to interest only when I paid in excess of the monthly interest amount. They then proceeded to tell me that my monthly accrued interest amount was significantly more than what my account represents. Even if that was correct, I still paid them in excess of what they are now representing is my monthly interest amount but will not apply it to my principal amount. If they keep doing this I will NEVER pay down even XXXX cent of what I owe. I can not afford to pay {$450.00} a month in just interest! My account represents I owe {$350.00} in accrued interest, they are now telling me I owe {$420.00} in accrued interest, either way I overpaid both those amounts but they will not apply any to my principal even if it is nominal. I tried to speak with their XXXX, XXXX, on XX/XX/31 but when I challenged her explanation, she hung up on me. Now I have to call again and wait an astronimical amount of time once again. I work so obviously I have to do this from work and they are keeping me from working. They are lying thieves. Unfortunately I was forced to go to MOHELA from my prior servicer and this company is stealing my money. I should NOT have been forced to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06082
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I've called MOHELA multiple times in XXXXXXXX XXXX XXXX XXXX XXXX ) to get my recertification cancelled. I received an e-mail from US Dept of Education earlier in XXXX to re-certify to qualify for the SAVE program, which will offer the lowest payment amount for my students loans. However, I found out right after submitting my request that recertification is NOT required until XXXX and my monthly payment on the SAVE program will be significantly higher ( previous payment amount was around {$160.00} and with the SAVE program, it is almost 3x the amount ). I called and talked to a rep the very following week ( as recertification was completed on XX/XX/XXXX, Friday ), was told that they will cancel the recertification and I will be remained on my previous IDR plan. I called the next day ( XXXX ) again to get reconfirmation and they reassured me that the cancellation for recertification was on file and to call back in a couple of days. I repeated the process on XX/XX/XXXX and I was relayed the same information as they were still working on the cancellation. A week later, my account was updated with the SAVE program with a new payment amount of {$420.00}, which is almost 3x the previous amount. I immediately called again and inquired about what happened. MOHELA representative told me that the recertification is in process to be cancelled. It has been almost 2 months, I've been on hold for hours and hours on end with no success of getting a representative on the line. No change has been made and my account is still showing the SAVE program with the new amount that's due in XXXX. I just want to go back to my old IDR program and monthly amount until I have to re-certify next year ( XXXX ) with my updated tax information then. As MOHELA have told me they will do but failed to do so! PLEASE!!! I've sent messages to MOHELA as well and they reply back days later to call their number. I have TRIED to call and been on hold for hours and been hung up on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Submitted proper verification ( form generated and completed via XXXX XXXX XXXX XXXX for period of employment for XXXX program. MOHELA rejected the information stating that the signature is missing or that the format was incorrect. This is not true : the signature is in fact on the document, and further the document was generated directly from XXXX XXXX XXXX Attempts to rectify the issue have been unsuccessfull. I have called numerous times, however, due to my work schedule, I can only call on XXXX. The times that I have attempted to call during MOHELA business hours, I have been hung up on before speaking to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Prior to the creation of the new SAVE repayment plan, my loans were on the PAYE income-driven repayment plan. I saw the alert that I should apply for my loans to be switched to the new SAVE plan so I went through the process on the website of my servicer, Mohela. It directed me to apply for SAVE through my account on XXXX. I did so and the status on XXXX correctly stated that I had applied for SAVE. However, I just received a message today from Mohela that states my loans have all been switched over to the Level ( standard ) repayment plan and that I owe over {$1600.00} a month, after previously owing {$0.00}. I looked online for answers and it appears many other borrowers are experiencing the same issue with Mohela and no one has found any resolution with them yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since XX/XX/2022, I have been trying to have my loans transferred from XXXX to MOHELA, with no success. In XX/XX/2022, I applied for XXXX, requesting to consolidate two loans, but leaving the others unconsolidated as they were already direct loans. I did request that all loans be transferred to MOHELA. The loan consolidation was successful, but the other loans were not transferred to MOHELA. Since then, I have called both servicers multiple times, often waiting on hold for hours. Each time, both servicers say they are waiting for the other servicer, and that I should wait " 60-90 days ''. I have waited that amount of time, only to have nothing proceed. Whenever I have called back, each servicer says there was some nondescript error, and say they have " resubmitted it '', and that I should wait another 60-90 days. It has now been one year with no progress. In particular, MOHELA staff have been incredibly unhelpful, often with hours-long wait times to speak to someone who just tells me to wait.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My student loan account has been placed in Forbearance. I did not ask for forbearance and I have repeatedly requested that the forbearance be removed so that I can resume making payments and have those payments counted towards XXXX. My previous loan servicer ( XXXX ) placed my XXXX payment loans into an unsolicited forebearance in 2017 when I filed bankruptcy and then turned around and refused to update payment counts for an entire year, PROLONGING the life of the loans that would have been forgiven under the XXXX program. I find myself in nearly the same position with Mohela today, and, after the XXXX XXXX and XXXX hour call to them, I am here again to file a formal complaint
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80249
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have federal student loans and the servicer is Mohela. On XX/XX/2023, I spoke to a customer service representative on the phone and they put in an application for the SAVE plan. On my application, I indicated I would be filing taxes as married filing separately. I was told my monthly payment would be $ XXXX once processed/approved. After a few weeks, the application was processed/approved, but for $ XXXX. When I called to ask what happened, the Mohela representative told me that everything on my application was correct, but that Mohela had processed it incorrectly- on their end, they processed it as married filing jointly, and that due to this, it considered my spouses income, which caused the payment to jump to $ XXXX. They confirmed that it was Mohela who made the error, and that $ XXXX should have been the correct payment. The representative submitted the application to be re-processed on XX/XX/2023 with a note on it about the error that was made on their end. However, my next payment is due XX/XX/2023. I check daily, but there have still not been any updates on the re-processing. I got a letter on my Mohela account on XX/XX/2023, stating that there was a processing delay and it could take up to 90 days. I feel that I should not have to pay this much, when the outrageous payment amount is incorrect and it is due to an error on their end! But it is going so slow, and I am worried it will not be processed and corrected by the time the payment is due. Unfortunately, since both my initial SAVE plan application and the second application for re-processing were submitted by Mohela customer service representatives, I dont even have access to a PDF copy of the submitted application. The only thing that shows on my Mohela account for documents received is the document title IDR, processing, submitted XX/XX/2023, and IDR, approved, submitted XX/XX/2023. The applications arent available to be downloaded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I did not receive a bill regarding my student loan repayment that was to resume in XX/XX/XXXX per the federal government. When getting online to setup my account with Mohela, I had a payment due in XXXX and was not notified of this payment 21 days in advance as indicated by repayment guidelines. According to Mohela I had a payment due on XX/XX/XXXX and again on XX/XX/XXXX. I paid both today, XX/XX/XXXX, but am trying to get information about reporting to the credit bureaus. This payment request was not submitted to me in advance of the payment which was supposed to be at least 21 days before the due date. There are numerous reports/articles regarding this issue and how poorly Mohela is handling the student loan servicing from thousands of borrowers. Will this negatively affect my credit?????
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX Mohela sent me a statement with my loan balance because payments were resuming. I confirmed it online, and paid it off. XX/XX/XXXX Mohela sent me a {$0.00} statement with {$100.00} in added charges and interest since I paid off the loan which is inappropriate and incorrect XX/XX/XXXX I tried to call Mohela, no answer XX/XX/XXXX I emailed Mohela, they received it and the auto response said they'd get back to it within 3 business days XX/XX/XXXX I still haven't heard anything, Mohela sent me another {$0.00} bill adding interest yet again. XX/XX/XXXX I called Mohela, no response XX/XX/XXXX I emailed Mohela XX/XX/XXXX XXXX files this. It looks like they are having lots of similar issues. They are trying to financially ruin a generation for their own greed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83605
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Today I received an email from MOHELA that I was being automatically placed on natural disaster forbearance. I am already on the SAVE plan which forgives interest and my payments are affordable. I have autopay set up. I did not ask for this forbearance and forbearance makes it so my interest is not being forgiven under SAVE anymore and being taken off this forbearance that I didn't ask for my interest will CAPITALIZE. I do not believe they should be allowed to do this?! They should not be able to place people on forbearance they didn't ask for if that means it will capitalize their interest. This is especially pertinent to people on the SAVE plan and seeking PSLF. Additionally, I can not get through to customer service! It took me like 10 minutes to navigate their phone tree and I was on hold for 40 minutes and then transferred to advanced help and my current wait time is an additional 88 minutes! This is absolutely unacceptable service!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A