Date Received: 2023-10-30
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: In or about XX/XX/23 and XX/XX/23, I submitted documents into my Mohella student loan account requesting a pause in student debt repayment because I have XXXX students enrolled XXXX XXXX XXXX XXXX. Both requests have not been responded to. I have called numerous times but there is always an hours long wait. I have also sent two secure messages through my Mohella account to the provider that have been ignored.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with non-monetary relief
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: On XX/XX/23 I had completed a XXXX application in preparation of student loan repayments starting. By XXXX I still had not received any confirmation regarding my application. I called MOHELA and was told that my application was denied due to missing documentation, even though I had linked my IRS account with my application. The customer service representative I spoke to told me I could complete a new application over the phone and would be able to self-verify my income and family size and that it would take 10 business days for my application to be processed. Until then my account was placed in forbearance. XX/XX/XXXX I received a letter stating that my application was yet again denied due to missing documentation. I contacted MOHELA again, and was told that the letter was pertaining to my previous application. This customer service representative informed me that I needed to submit additional tax year documentation. I asked why it was needed when I had already linked my IRS account - the representative would not answer my questions. I asked why I was told that I could self verify my income and family size, if they would not accept self verification - the representative would not answer that question. I asked how long it would be before this application would be processed and the representative informed me at least 90 days. And that I would still be responsible for all payments- which exceed {$1000.00} per month- which I can not afford. I have tried calling back numerous times for updates on my application, to extend my forbearance until the application is processed, and to ensure that they have received all required documentation. Wait times exceed 5 hours, I have been hung up on and not called back. I can not receive any information regarding my account status, decreasing payments, or extending a forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53219
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Due to the pandemic, all payments and interest rates were suspended. The payments resumed in XX/XX/2023. However, All of my payments went to interest even if I paid on time this XX/XX/2023. Nothing to principal Mohela says that the daily interest rate caused my payment to all go to interest rate. The customer service said that the payments resumed in XXXX and that since XXXX a daily interest rate has been applied. See attached screenshot of my payment. How are we going to move forward when all of our payments even if it is on time just goes to interest?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with non-monetary relief
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: When I completed my application in the terms it stated that I would receive notification from MOHELA to verfiy what loans I wanted to consolidate. I also received the notification when I submitted my application on the studentaid.gov website. I never received a correspondence from MOHELA to confirm and verify the loans I wanted to consolidate before they finalized it. There was one loan that I was wanting to not include after my application submission due to concerns that I had. My total loan balance was approx. {$190000.00}. I had spoke to MOHELA on the phone in XX/XX/XXXX as I was waiting on them to send the letter to verify my loans and consolidation request and was told by a rep that they MOHELA didn't send a loan statement because I had applied for PSLF and needed to consolidate quickly so MOHELA could meet the XXXX deadline. This is what the agent told me as to why it wasn't sent to me. Unfortunately, when MOHELA took possession, my loans totaled {$200000.00}. I first inquired about this on XX/XX/XXXX. MOHELA responded XX/XX/XXXX and failed to address my question and concern. All they sent was a copy and paste to FAQs. I then sent another message XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Every response has been a them ignoring the question. They have requested to me to call, however due to my schedule, their own disclaimer about wait times etc., and me wanting to have things documented I have been clear I would like the information via written as it is an contact option for consumers. They have failed to answer appropriately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35244
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a SAVE application on XX/XX/23. On XX/XX/23, Mohela sent me a message and stated that there would be a delay, but provided no other information even though payments were supposed to begin. My previous payment was supposed to be {$170.00}, but under the SAVE program, my payment should be {$0.00}. This is a significant difference and I really need them to process my application. On XX/XX/23, they sent me another message stating that my loan was going into forbearance because they had still not processed my application. This could impact my PSLF payment count and cause me to need to pay more to them. I have sent them multiple messages, asking them to process the application. I have also tried to call them numerous times, but have been on hold for 1-2 hours and unable to get an actual person on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is preventing me from paying off my loan balance in full and has failed to provide me with an accurate loan payment history upon request. Mohela requires payees to use their Payoff Calculator to pay off a loan in full ; however, the calculator has been " down for maintenance '' for weeks preventing me from paying off my loan and forcing me to accrue unnecessary interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75082
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with non-monetary relief
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: XXXX XX/XX/2023 I submitted a qualifying loan forgiveness application which was approved. Mohela informed me that it would be placed in administrative forbearance until the acct was updated by DoE. I requested an update again in XXXX and was told give it another 30-60 days. I received a payment request and the acct was removed from forbearance in XXXX but the acct has not been serviced or updated properly. I have endured several hours on hold only to be told the acct was approved for loan forgiveness but the acct has not been updated and a payment is still being requested in the full amount. The payment is not past due with another right behind it but the acct remains unchanged and Ive been given bo timeline for updates or servicing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91786
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a decision group member of the Cardona Sweet Borrower Defense case, I am also working towards PSLF. I would like to make monthly payments towards PSLF in case my borrower defense case is denied. With this in mind I never asked to be placed in forbearance -- as that time would not count towards forgiveness. During the COVID pause I emailed Mohela multiple times via the portal that I did not want to be in forbearance. I either did not get a reply or I got a generic mass response unrelated to my message. Indeed, I was placed on administrative forbearance but was unaware initially. Every year I submit PSLF employer verification forms as I work at a nonprofit hospital. I submitted my annual form via the federal student aid website on XX/XX/XXXX and it was signed XX/XX/XXXX. I noticed forbearance status XX/XX/XXXX and called mohela who took me off forbearance. I set-up autopay. I waited a month to see if my PSLF counts were updated and they were not. I noticed the issue and also noticed I was placed back on forbearance. Mohela said they never got the PSLF form from the FSA website and I would have to resubmit. Therefore I downloaded my form from the PSLF site and uploaded to the Mohela website. They took me off of forbearance again but said I needed to call the Borrower Defense Hotline to ask them to put a note on my account not to place me on forbearance ( they blamed the feds ). I called BD hotline, they blamed mohela and put a note on my account. At this point I thought I fixed everything -- but no. I notice after XX/XX/XXXX ( due date for my loan payment ) that mohela never auto-debited me. Instead they left it as a due balance. To make matters worse, the website for mohela said that they wouldn't count XXXX as a qualifying month for PSLF because I was in forbearance even though i called multiple times to be removed! Today XX/XX/XXXX I called mohela asking them to rectify the issue. They said I would have to wait a year for the feds to do a one-time account adjustment. When I asked them to document this as a reply to one of my portal messages about not wanting to be on forbearance they refused. They instead told me that it was " unfortunate '' that it happened and that I can " XXXX XXXX '' instead. They then informed me that I would have my resubmitted PSLF verification form denied because I downloaded an e-signed form and resubmitted. I asked them to please just contact FSA and obtain my already submitted and signed form from XX/XX/XXXX and they said they didn't have to do that but that I can print out the form, sign it with my employer, and resubmit with a 45 day wait period. I tried calling the FSA hotline today who verified my form was submitted and signed properly. They claimed they would transfer me to their PSLF specialists and instead they transferred me to a message stating " this number can not be completed as dialed, please hang up and try again ''. The wait time to talk to them is several hours and I simply can not afford to keep waiting as I work XXXX hours a week as a resident doctor. I literally just came out of a 48hour call shift and waited hours to talk to mohela in the XXXX just to get this response. I am genuinely stressed out from their lack of effort and assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I was added to the SAVE plan and given a balance due amount for a short time. Then, it was removed and I was put in forbearance until XXXX, with no explanation as to why. I had to contact them to find out that it was due to a borrower defense claim that I have pending. I was then told that if I don't make payments, the forbearance will not count for PSLF forgiveness. Apparently, this may not be the case. Not knowing what to do, I asked to be removed from the forbearance so I could make my XXXX payment ( the first month we are required to pay after the COVID freeze. ) They have not responded to my request and so I will not be able to make a payment on time and will be penalized for this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was transferred to MOHELA and everything seemed fine until I tried to make my first payment. I submitted a payment of {$330.00} on XX/XX/2023, which was withdrawn/debited from my checking account on XX/XX/2023. The payment was due on XX/XX/2023, so upon seeing it wasn't posted to my account or credited on XX/XX/2023 I called MOHELA to figure out what happened. After a 3 hour and 7 minute call and 3 separate representatives, no one could tell me what happened with the payment. I was told to upload bank statements for my account demonstrating the amount was debited, and to wait 10 business days for a resolution. As of today XX/XX/2023 no resolution has occurred and my account is marked as delinquent for missing the first payment, despite being charged. I plan to call again tomorrow XX/XX/2023 to follow up on why this hasn't been resolved yet. I'd like assurance this won't happen again as my next payment is due, and their hold times are egregiously long. Thank you for your time and assistance!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A