Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made this month {$640.00} in payments to this loan which should have more than paid the interest and they added nearly {$500.00} to the interest so now even with the payments my interest which was XXXX is now nearly {$1000.00} This is not the interest rate they claim to be charging even before this as they were claiming 5 % and not this but they add the payments to what I owe instead of reducing them. I should have at least {$200.00} on the principal but they do not even show the {$200.00} payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83854
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela was required to place student loan borrowers on administrative forbearance for XXXX, XXXX and XXXX, due to them failing to notify borrowers in adequate time of the payments starting after the COVID-19 payment pause. Mohela informed borrowers at the time that payments due during this time would count towards public service loan forgiveness. My XXXX and XXXX payments have shown up as " eligible '' payments for loan forgiveness. My XXXX payment is showing up as " ineligible '' for loan forgiveness. XXXX is my XXXX ( or last ) payment to be made for loan forgiveness. The fact that Mohela is showing my XXXX payment as ineligible is hindering my qualification for loan forgiveness. I submitted my XXXX paperwork with them on XX/XX/XXXX to update my payment counts and to reflect that I have met my end of the deal. I have worked for 10 years in public service. I have done my work. Mohela is passing the blame to the department of education and says that it is not on them to change the payment to " eligible. '' They say they can not expedite the process. They say that the process will be done by XX/XX/XXXX, but they can not tell me when I might be processed in that timeline. It could be tomorrow, it could be XX/XX/XXXX. This rationale makes literally no sense considering that XXXX and XXXX are marked as eligible. What they are telling me is that it takes them up to 60 business days to certify a form for loan forgiveness and that I can now resubmit my form for qualification. They do not acknowledge that this will affect the money the money that I should be refunded because XXXX will qualify for loan forgiveness. So ultimately they give me these choices. Bearing in mind that I have qualified for loan forgiveness at this point, I have worked for 10 years in public service. I can : A. Wait on them to process the form I submitted on XX/XX/XXXX and reject it as saying I have 119 payments. Even though XXXX qualifies and they acknowledge XXXX qualifies. B. I can resubmit my form now, having made a payment for XXXX and XXXX. Restarting my timeline for loan forgiveness while continuing to pay them ( since they won't pause payments until either you wait over an hour to speak to them or they process the form ). C. I can cross my fingers and hope that they decide my XXXX payment is eligible before they process my payment certification ( ECF ) form. None of these are fair to me. I have done my end of this bargain. XXXX qualified and my payments should reflect it as qualified. To make me continue to pay for my loans is absurd, to make me jump through these hoops is also absurd. This is unconscionable behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77018
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Mohela has finally updated me to the Extended Level Plan, BUT the monthly payment is incorrect! Right now they are saying I must pay {$300.00} per month for XXXX payments. They told me before it was just $ XXXX on the XXXX XXXX XXXX. I called back and they are telling me {$300.00} is correct and that {$240.00} was just an estimation. However, I took the interest rate of each loan ( XXXX loans total ) and calculated it myself, and I used the XXXX XXXX XXXX on Mohela 's own website. It is showing me that my total monthly payment across all XXXX loans should be $ XXXX over XXXX payments, not $ XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30601
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My federal student loans were forgiven by Mohela in XX/XX/XXXX. I waited 90 days for my credit report to show that the loans were paid in full and in good standing but as of XX/XX/XXXX, they still show a balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a student loan holder in the state of Tennessee. I have always been current with my loans. The service loan provider MOHELA are not able to process payments on-time. Rather they decline on-time payments and only accept late payments. I have tried to make payments and they simply decline them and push me to delinquent. I believe this is a scam they are using to tell the media all student loan borrowers are delinquent. I have the money, I use the same information with both attempts to pay but only the past-due one goes through. They are purposefully mismanaging on-time payments so they can make borrower 's appear delinquent. Their payment denial says my financial institution does not exist. This is contrary to them taking the payment on the second attempt. They notify of the issue after the loan is due and then only accept the late payment. I believe this is on purpose and meant to ruin the credit of borrowers like me. I feel powerless because I can not even get in contact with them, they just say they are super busy. This service provider took on loans they could not handle. I have never in my life not been able to pay a loan I owe. These companies are refusing or unable to process payments. This is causing me to appear delinquent. I am a XXXX XXXX, I can afford my payment and I make them one time. These providers are scamming honest people trying to repay their loans. There is also NO way to contact the providers. An email tasks 3-6 months for a response and they are no longer taking them. The call center gives 45-1 hour wait times but never answers. They also will not call back. I am not delinquent in the eyes of the federal government, but it is the service providers. Please contact these agencies, as they are not honest about their ability to take on servicing loans. Loans should only be serviced by financial institutions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I XXXX from a XXXX program in XXXX of 2023. My loans were going to resume in XXXX of 2023. I work at a XXXX that qualifies under Public Service Loan Forgiveness ( PSLF ). I submitted paperwork for Income Drive Repayment plan ( IDR ) on XX/XX/2023. They claimed processing takes 5-10 business days. Shortly after, my loans were placed under administrative forbearance. I saw that in XXXX, I had a payment of ~ {$320.00} due, later to find out that was because it was not under the direct loan that is in consideration for IDR. Still, I made the payment, only to find out in early XXXX in the first of my XXXX phone calls to date, that since my account is in forbearance, no payment is due. I clarified the rules of PSLF, IDR, what constitutes, how much it will be, and that it is taking longer than normal. A few weeks went by, and at the end of XXXX I checked to see that my account was delinquent and saying I missed a payment of {$1800.00}. My account was in forbearance and should not have been in a payment period. I again called, and they verified that this was a mistake and that they will further notify that my account is in forbearance. This happened XXXX times in XXXX and as it turns out, phone calls XXXX were employees under training and were placing individual loans into forbearance, not the entire collection of my loans. I was assured that IDR was taking time because they were behind schedule. Additionally, I had signed up for Auto-debit to save interest. In late XXXX, I received notification that on XX/XX/XXXX, an {$1800.00} would be due because I had " missed '' a payment. I went online to suspend my auto-debit so that the money would not be removed. However, on XX/XX/XXXX, my bank notified me that {$1800.00} was removed from my account, while I was on forbearance without IDR completed. I called MOHELA, again, and basically XXXX, a resolutions officer, said it was their mistake, they can not refund the money, only give it back within 30-60 business days. They attempted to swoon me to consolidate loans, but that was not my problem that they could not keep up. So, losing nearly {$2000.00} and an additional {$320.00} that I did not have to pay, I wanted to have call logs released to me, which she stated they could not unless court ordered. My sales force tracking number from the call with XXXX and the complaint she filed on my behalf was XXXX. Frustrated, I wanted to move on and get solution fixed. When my IDR was completed, it was higher than expected and it has been XXXX weeks since I have been able to get into contact. Long holds, no call backs, and still, my autodebit is not cancelled, and attached will be photos -- when I click " cancel auto debit '' it says a payment is already processing, which would be XXXX weeks before due date, but when I click " suspend auto debit '' a message appears that " there is no payment due '' making contradictory statements. I called to speak to MOHELA ( XXXX XXXX ) on Friday XX/XX/XXXX and waited on hold for an hour and spoke to a representative. I told them I want a supervisor immediately regarding my payment and issues, and was told they would call me back. I received a call on Monday XX/XX/XXXX by a supervisor, but unfortunately I was in the operating room at work and asked if they could call me today, Tuesday the XXXX or Wednesday. The statement was " No, we can not, you will have to call again as this case will be closed ''. That is the disregard, arrogance, and incompetence this company functions. Meanwhile, I have lost > {$2000.00}, I have not received credit for XXXX possible PSLF payments, and exerted time and energy on something that has been a large stressor. I want to contact the Missouri Attorney General, I want them to take responsibility, I want credit for PSLF payments, and I want someone to answer my questions and take accountability for their horrendous mismanagement, that they already admitted in XXXX. They are flirting with fraudulent business tactics at this point. I can not even remove my bank account without adding a new one for the auto debit payment. Attached will only be some of the correspondence notifications I have received. My IDR is still incorrect. I have called XXXX times today alone, on hold twice, and in the morning a customer service representative transferred me to a sueprvisor where I was placed on hold and told to leave call back number. That was at XXXX eastern time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29455
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was advised by MOHELA that in order to qualify for PSLF, I needed to consolidate the loans I had and choose a certain repayment plan because one of my loans was not on the correct payment plan. Given that I was told that the payment count on my loans likely would not occur until XXXX, on XX/XX/XXXX, I applied to consolidate the two loans. On XX/XX/XXXX, I received notice ( Review completed email ) that the payment review was completed. Based on the review, I had made 120 payments on one loan and needed to make 13 additional payments on the second loan which I was initially told did not qualify for forgiveness because of the re-payment plan ( XXXX XXXX XXXX ). I immediately called MOHELA to find out how the consolidation would affect the count and if I could I stop the consolidation and was told that they could not stop it. The new loan has been placed in a repayment status and I now have 0 qualifying payments. I have reached out to the Ombudsman on Student Aid.gov on three separate occasions and no one has responded as of today. I do not know where else to turn. I am not getting any help from MOHELA and StudentAid.Gov will not respond to my inquiries. I only consolidated the two loans was because MOHELA told me that consolidation would be the only way I could qualify for PSLF which clearly was not the case, as evident by the XXXX XXXX XXXX document. My loan balance has increased due to the unnecessary consolidation. I received notification date XX/XX/XXXXXXXX XXXX XXXX that I do not qualify for PSLF. I really need resolution here as I am now facing {$1100.00} monthly payments and rapidly incurring interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern I am making a formal complain due to the inconsistencies and the stress trying to manage our student loans has been. 1. I was one of the borrowers placed on administrative forbearance for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX due to account updates and billing date issues. At the time was very confusing due to the fact I am on track for XXXX. I received a formal notice about why this was taken place on XX/XX/XXXX. Prior it was multiple calls with different reps and trying to get information from social media. This has caused so much stress. Also, it is XX/XX/XXXX and the XXXX month is not being counted towards my XXXX, in fact is not appearing at all. ( please see attach document ). I have called multiple times, and was told it will update with IDR adjustment, in XX/XX/XXXX or by the end of the month. Extremely inconsistent and I am left to wonder what is going on and if I am ever going to be XXXX. Is my payment count ever going to be updated. XXXX. There needs to be a message regarding processing payments. Basically, I paid my XXXX bill on time XX/XX/XXXX. My payment was taken from my account and on XX/XX/XXXX. I received a pass due bill stating I owed XXXX and XXXX. This was extremely upsetting, I spent time calling my bank, XXXX minutes for a call from Mohela. The rep was extremely nice and explained he was not sure why but could be due to the processing time. I suggested for them to have a message on the site, explaining this. I almost had a XXXX XXXX thinking there was something wrong with my payment. Again, I am playing on a loan that should be forgiven, since I have been working in public service since for more than 10 years. ( see attach documentation ) XXXX. Lastly there has not been any updates since my loan was sent to review back in XX/XX/XXXX to the department of education. Every time I call they say no updates and to wait. There is no notice on when this is going to be taking place. Moreover, specific payment of XXXX waiver for XX/XX/XXXX and XX/XX/XXXX are not being counted. A random forbearance for XX/XX/XXXX is also not being counted it. I spoke to a supervisor, and an XXXX ombudsman and apparently I was told Mohela is refusing to count it, until the XXXX waiver. When is this going to be reviewed on my account. For XX/XX/XXXX and XX/XX/XXXX proof of payment was submitted and any deferment placed should not be there. I signed a waiver ( see attach documentation ). Please, this is time consuming and extremely detrimental for XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10040
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Attached please find copies of payments made to the student loan when i filed Chapter XXXX back on XX/XX/year> As you can see the Principle balance at the time was {$94.00} plus {$950.00} in interest When the student loan repayment resumed i recieved letters from Mohela with numbers that refect much higher numbers both in the principle amount and the interest which was stopped for almost 3 years during XXXX. I have been unsuccesful in trying to reach anyone by XXXX mail or phone to get these numbers corrected I am trying to attempt to resume payments but my financial situation does not allow me to pay {$880.00} a month that is requested with both my husband and i recieving Social Security The lawyer that handled ny filing suggested we contact you in the hopes of requesting accurate numbers so we can move forward i look forward to hearing from you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34275
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is not crediting my payments. I paid my last student loan payment. The check cleared ( see attached document ). Mohela is still showing the payment as " late '' and " unpaid '' to charge me interest when they have already cashed my check! Also, despite repeated written requests ( including a note ON THE CHECK ), Mohela is not applying my payments to the unsubsidized portion of my loan requested. Mohela 's phone lines are always tied up for hours. Their " unusually long wait time '' has become very usual.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A