Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I submitted a request to be put on a payment plan approximately once a month beginning in XXXX. As each month passed, I had not heard any confirmation that I would be put on my selected repayment plan, so I applied again. Finally in XXXX I scheduled a call - wait time of 2+ hours - to request over the phone that I be placed on my indicated repayment plan after having applied 4 other times. The representative did not understand why my requests had not been processed, but promised I would now be put on the plan I selected. Fast forward to XXXX, and I am still not on my preferred repayment plan. Additionally, I was notified that my loans were placed in administrative forbearance, and that interest would continue to accrue, and that the auto debit discount of .25 % from the interest rate of each loan would be revoked. There was no explanation of why my loans were placed in forbearance. I have applied for the repayment plan again but am skeptical anyone at MOHELA actually cares about my needs. It seems they are happy to take my money and provide no assistance or service in return, and in fact take additional action to squeeze more money out of me wherever possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22079
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/2023, I applied for a loan consolidation for all of my students loans including the defaulted student loans and I chose my student loan servicer to be Mohela. I received a letter from XXXX dated XX/XX/2023 that all of my student loans were consolidated. But weeks later, I received a letter from XXXX that some of my loans went to them and the rest to Mohela. I have contacted Mohela and U.S. Department of Education about this issue and both told me to contact my loan servicers. I keep getting the confusing information of whom to contact. XXXX I submitted a complaint to XXXX XXXX XXXX. XXXX I received an email from Mohela that my student loans were paid in full. XXXX I received an email from Mohela stating that I had a past due balance on a monthly student loan payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64134
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loan balance was forgiven through PSLF and even though I provided the letter to experian they refuse to update the debt on my credit report. XXXX has always updated my report to reflect the XXXX balance and XXXX is working on it. Please instruct XXXX to UPDATE their records and reflect the XXXX balance of my student loans ASAP, as it could hinder me getting a new home for me and my daughter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60803
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 eligible payments under the PSLF special waiver on MOHELA are incomplete. The following periods are missing : XXXXXXXX ( 3 months ) XXXXXXXX ( 7 months ) XXXXXXXX ( 6 months ) I have already submitted employer certification for these 16 months, however, they are still not reflected as qualifying payments. MOHELA has already processed these forms and applied them to my account for the other periods that are covered. These periods should be eligible as I was participating in a Perkins loan cancellation program based on my " XXXX XXXX XXXX XXXX '' service as detailed at https : //studentaid.gov/XXXX. These loans are part of my consolidation loan. The other periods of deferment under this program ( an additional 32 months ) are already showing up as eligible payments. I am requesting that these 16 months be added to my eligible payment list and I be given credit for the employment certification that I have already submitted. This should increase my qualifying payments from 105 to 121 and make me eligible for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 120XX
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: XXXX of XXXX was my last payment month towards my public service loan forgiveness, meeting the 120 payments required. I submitted my paperwork from my employer in XX/XX/XXXXXXXX in hopes it would get evaluated prior to loan repayments re-starting. I received a letter from Mohela on XX/XX/XXXXXXXX that I only had 118 payments as they did not count my XXXX and XXXX months in XXXX as eligible. I have had the same employer ( a non-profit hospital system ) since XXXX and they have counted every other payment including earlier in XXXX but not the remaining two that I needed. I called their customer service and spoke with someone after a 1.5 hour wait. This person said they would submit a note for someone to review my paperwork again as it was likely a mistake or they just hadnt counted those months yet. They do not provide anyone to contact again about your same issue and no one will follow-up with you to ensure it is handled. After no change I called customer service again and talked to someone after another 1.5 hour wait and this person informed me that my employer was showing as undetermined on their non profit status for XXXX and XXXX so that was the reason for those months not being counted. Even though when I search my employer on the federal database they do show up as a non-profit. I took this persons advice and submitted a form from my employer verifying their non-profit status on XX/XX/XXXX. I then spoke with customer service again to see if someone could review this form right away and was informed this was absolutely not possible. I would have to wait the additional 45 days to have this form reviewed. In the meantime I had to start making payments while waiting on the determination as they can not put you on forbearance until you are approved for 120 payments. Even though I am now at 123 payments. This has added an unnecessary financial burden on me that I was not expecting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46220
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I discovered that several of my loans were in DEFERRED status until XX/XX/XXXX - when I was under the impression they would be in COVID/CARES Act Forbearance status. I submitted a letter to Mohela ( please see attached ) that includes all the dates of the loans for my Account # XXXX and requested for them to retroactively waive the deferment periods on my federal student loans identified in the letter from deferment period of XX/XX/XXXX to XX/XX/XXXX. Since the above request is imperative for me to consolidate my loans before the end of the year for my PSLF status, I needed this done promptly. After not hearing back for several weeks, I called Mohela and was on hold for over 3 hours. I spoke to a representative and was told that he needs to put in a request to have my deferment status changed to forbearance because I was supposed to tell them about this when it happened- I explained that ALL borrowers were under the impression that due to the pandemic that we would all have our student loans under forbearance and that I don't know why they would put me under deferment when the COVID/CARES Act allowed for me to have forbearance status - further, several acquaintances that I know had the same exact issue happen and were able to call in and speak to a supervisor and have their request granted over the phone - the Mohela rep told me that he can't do anything but put in this request to a different department and this can take 90 days to be reviewed. Again, I can't consolidate my loan without this being granted first, and I need to consolidate before the end of the year. Mohela should have not put me in deferment status when I was supposed to be in forbearance and now they are not correcting this status change in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43551
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 forgiveness, cancellation, or discharge
Consumer Complaint: ON XX/XX/XXXXXXXX I received an email from Federal Student Aid Information Center requesting documentation that I submit a PSLF application signed by their Authorized Official, or with your corresponding W2s for XXXX through XXXX, to have this employment period certified and your payments reviewed for qualification. On XXXX XXXX, I mailed and uploaded ALL Documentation to Federal Student Aid and to MOHELA. And no one has responded. And now my payments have started back up. which I can not afford because my husband just passed away XXXX XXXX I have been dealing with this situation since XX/XX/XXXX and my service provider MOHELA refuses to notify me about the forgiveness process. I have tired to contacted them on XX/XX/XXXX and XXXX XXXX and it been unsuccessful. MOHELA also has not processed my certification of employment that was sent in several times since XXXX COPY OF THE EMAILS RECEIVED : From : Federal Student Aid [ customerservice@studentaid.gov ] Sent : XX/XX/XXXXXXXX XXXX XXXX To : XXXX Subject : FSA Feedback Case : XXXX From : Federal Student Aid Information Center XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX Subject : RE : FSA Feedback Case : XXXX and in XX/XX/XXXXXXXX I received this email- XX/XX/XXXXXXXX Dear XXXX XXXX XXXX XXXX Thank you for contacting the U.S. Department of Educations ( ED ) Office of Federal Student Aid . We have received your inquiry regarding the Federal Direct Student Loan that is currently being serviced by MOHELA. Your concern, as we understand it, is regarding your progress toward Public Service Loan Forgiveness ( PSLF ). MOHELAs records indicate that your loans, yields a qualifying payment count of XXXX toward the required XXXX for PSLF. Once MOHELA determines that met the requirements for loan forgiveness, ED will provide the effective date of discharge so MOHELA can begin the process of discharging your loans. ED and MOHELA are continuing to update payment counts. MOHELA will contact you when your payment count has been updated. Once your payment count is updated, please contact MOHELA to ask about it. Please note that if you are eligible for a refund of payments in excess of 120 qualifying payments, processing may take an additional 60 days for MOHELA to complete. Please log into your MOHELA.com account to verify your address. If you have employment that has not been certified, please use the PSLF Help Tool ( https : //studentaid.gov/pslf/ ) to search for a qualifying employer, learn what actions you may need to take, and generate a PSLF form. You will need to provide an email address for an authorized official who can certify your employment and sign your form. If you are unable to obtain an officials signature, W-2s or paystubs encompassing the period of time you are attempting to certify for PSLF are acceptable forms of alternative certification. It is recommended that you submit a new application annually. If you have questions regarding that status of a PSLF form, please contact MOHELAs Customer Service Department at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have a payment due in 2 days and never received an account invoice. The amount just appeared on my screen with a due date of XXXX. I thought I was supposed to start making payments last month but nothing ever auto withdrew.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55330
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: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This {$100000.00} student loan account has already been disputed with XXXX and resolved as paid in full. The {$100000.00} Forgiven/paid in full as part of Public Service Loan Forgiveness ( PSLF ) Recent payment {$100000.00} as of XX/XX/XXXX. Now the same {$100000.00} has been unlawfully re-aged by MOHELA and XXXX as if owe it again. And re-appeared after it had been disputed and investigated and documented by XXXX as Paid in Full as my new balance and inaccurately as my new balance. Even though as can be seen MOHELA Account information had zeroed everything in my account from Principal Amount {$0.00}, monthly payment {$0.00} Pay off Amount {$0.00} The loan has been Forgiven/paid in full and should be reported as /paid in full to credit agencies Per MOHELA XX/XX/XXXX, Letter : Despite MOHELA XX/XX/XXXX, Letter : Congratulations! The Biden-Harris Administration has forgiven your federal student loan ( s ) listed below with MOHELA in full. This debt relief was processed as part of the Biden-Harris Administrations one-time account adjustment because your student loan ( s ) have been in repayment of at least 20 or 25 years. An adjustment to your account updated the number of payments that qualify towards income-driven repayment ( IDR ) forgiveness. This forgiveness is effective XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20782
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: I submitted my XXXX application on XX/XX/23 through Studentaid.gov to MOHELA. MOHELA still has not processed the claim and is ending my administrative forbearance today, XX/XX/23. I contacted MOHELA by phone twice on XX/XX/23. After being put on a callback list and waiting 3 hours for a call back, the servicer left a voicemail instead of actually calling me. I had to call back and sit on hold for 90 minutes before reaching a representative. The representative told me that my application had been processed but isn't reflecting on my account. She said that it would take effect soon, but never told me specifically when. They put me on a " LEVEL '' plan and are going to charge me {$610.00} instead of the {$250.00} from my XXXX application. I have also submitted an online message to them asking about this, but have not heard a response. I have requested to be put in administrative forbearance while they figure out how to apply my application to their website.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A