Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: It has been atrocious the customer service or lack thereof, because it is so hard to get someone from your office on the phone. I call every week, several times a week. Ive waited several hours the other day. Yet, you keep sending me messages about late payment. When in reality, if administratively you were doing the job that you are expected to do/supposed to do, I would not be in limbo about the status of my account. I didnt have the balance owed under IDR until late and do not recall notice in the mail. My former service provider was not like this. If you all do not have the infrastructure or capacity, you should have not opted to service these loans. I have also messaged several times about the status of the receipt of forms that have been sent you, two times, from my school for deferment. Well before the suspension was lifted. Mid-XXXX was the first time the form was sent to your office. We are practically in XXXX and you all have yet to process this form. I've contacted the college and they confirmed sending and sent another form. I am not able to make the payment right now until I finish this program. I should not have been up to pay, because my loans should be in deferment per the instructions and information provided. Please look, find, or follow-up regarding the status of my account. I understand that capacity may be stretched or employees may not have what is needed to meet the demand... well there must be other solutions or ways of business that you all need to consider. However, this is not fair and should not affect my credit score or other financial implications. I am totally off put by this and wish my loans stayed where they were. Finally, the PSLF form, I don't think you all have followed through on the employee certifications. I am requesting to please provide some sort of communication on how to rectify or proceed, or provide a timeframe when you all think the status of my account will be updated and the best way you all need to receive the form. I can not electronically file, the instructions on the form, delineate that the college/university is to send to you. Which was sent to the mailing address provided! Please call me if you need to discuss further as it is difficult to contact you at all hours of the day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 274XX
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: Following the pandemic pause, MOHELA set my repayment at approximately {$470.00}. However, when I last made payments before the pandemic my payments were at {$260.00} at XXXX XXXX. The restart was supposed to use the same financial information as the start of the pause- so why are they different? On XX/XX/XXXX I called MOHELA to correct the error. I resubmitted my financial information and recertified via self report on the phone. The results of this discussion had my monthly payment at $ XXXX and would take up to 30 days to process. Due to the high processing time, MOHELA offered and I accepted a processing forbearance with intent to cancel it before the end of XXXX to preserve my PSLF forgiveness eligibility timeline. On XX/XX/XXXX, when I went to check on the status of the correction, the billing was incorrect again with a new monthly payment of $ XXXX which was NOT what was discussed on the phone. This indicates that the calculator/processor used my family/household income but did NOT include my spouse 's federal student loan debt in calculating my student loan payment. See calculations attached. I called immediately upon discovery of the error and remained on hold for XXXX hours. I ended up speaking with a representative that made false statements such as * I was not enrolled in XXXX until XX/XX/XXXX. ( I have been in REPAYE for the last 7 years ) * That my payments would automatically be lower ( I think this was implying the 10 % -> 5 % change that doesn't occur until Summer of XXXX, but she was not clear ). * That the error in payment could be due to the forbearance on my account ( as according to her repayment does not pause while in forbearance which is incorrect ). After challenging her responses, the representative agreed to resubmit an application on my behalf but during the application questionnaire - the representative left off significant questions such as my spouse 's student loan debt amount ( the original error ), my husband 's personal information such as name/date of birth/social security number. These errors would have ended up with me right back in the same position. After I prompted her with that information, the amount changed to $ XXXX. I accepted that amount on the phone due to not wanting to challenge her over the interest accumulation. At this point, I had been on the phone for XXXX hours. As these are MOHELA 's billing errors I should not be penalized for their errors. The representative also stated that she placed me in a " processing forbearance '' as opposed to " administrative forbearance '' that I was already in, while being unable to clearly identify the difference ( the letter I had received stated I was in a processing forbearance from XX/XX/XXXX until XX/XX/XXXX ). The representative stated the application would take 5-7 business days to process. The representative also stated that the forbearance will not affect my eligibility towards PSLF ( which is accurate to the Dept. of Education 's statements ) but I do not trust that MOHELA will correctly process that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
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: I have been working in the non profit art and education industry for the past 14 years. When I first graduated from college, I was told that I could not sign up for PSLF because I did not work full time at ONE non profit. I continuously worked " part time '' for multiple non profits being much more than 30 hours a week between the two employers. Whenever I would check with FedLoan, I would be told that I did not qualify for PSLF because I did not work full-time at ONE non profit. For that reason, I was not allowed to sign up for PSLF and there did not stick to IBR. In XXXX I finally started a full-time job at a non profit. I was excited to finally be able to work towards PSLF. Unfortunately when i called FedLoan, I was told that I couldn't enroll because I hadn't been enrolled in IBR plans previously. I was again told that part-time jobs ( that combined equalled 30+ hours a week ) did not count towards qualifying employment. At this point, I was told that while I did qualify to start making qualifying payments at the time, I shouldn't. The reason I was given was that I owed {$20000.00} and the service representative told me that I would pay off my debt before 120 qualifying payments were made. I was told that if I started doing IBR and PSLF I would be adding time on to my loan. Now, I learned that this person was incorrect and I could have made 120 qualifying payments by now had I started in the plan when I initially called. I have been frustrated about this for years but felt too defeated to bother trying to do anything about. With some student loan providers being held accountable lately, I was encouraged to just get my PSLF enrollment started now and file my complaint about previous misinformation. It is so frustrating that when I look at my PSLF document, it shows that I have made ONE qualifying payment ; when in reality I have been following the requirements since XXXX. ( When I refer to 'non-profit " I am referring to a qualifying 501c3 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-08
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: As stated during my initial complaint on XX/XX/XXXX ( Complaint Number : XXXX ) MOHELA is engaging in fraudulent business practices, financial extortion, and fiduciary fraud. This was excellently highlighted via adjudication by the DoE via withholding of $ XXXX from MOHELA in punitive damages. However, upon completion of a full forensic audit and investigation, it was determined that MOHELA is also acting as a runner, capper, and / or agent for a legal firm. Specifically, MOHELA is acting as a runner, capper and / or agent for XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX This was confirmed via notarized legal documents received from XXXX XXXX XXXX on or about XX/XX/XXXX. This is illegal under Cal. Bus. & Prof. Code 6151 as well as CA Rule 7.3 Solicitation of Clients. Please see attached 2015 evidence where MOHELA verbally stated to its international investors that they were intending to used bundled student loans as fiduciary assets via sweep accounts through the U.K.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
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: On XX/XX/2023, my income driven repayment plan application was submitted indicating REPAYE as the repayment plan. It was not processed despite multiple attempts to contact Mohela. Mohela set my repayment amount to {$1600.00} EVERY MONTH. One of the supervisors submitted an additional request to review my case when I called in XXXX ( on XX/XX/2023 ). However, Mohela put me on the wrong repayment plan after all these months on XX/XX/2023. They put me on income-based plan instead of REPAYE ( federal government changed REPAYE to SAVE plan months ago and does not require additional paperwork for people who were on REPAYE in XXXX to be switched to SAVE ). I called Mohela several times to get this fixed and to be put on SAVE plan with no success. Additional review request was submitted on XX/XX/2023 by someone who I spoke with who said to wait 5-7 business days. It has been 2 weeks since. More phone calls with no success and here we are. It has been so many months since my application was submitted back in XXXX. Now my first payment is due and I am still not on the correct repayment plan. Please switch me from income based to SAVE. This is a summary and does not contain additional details like being hung up on after 3-4 hour wait time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
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: Received bad information about your loan
Consumer Complaint: I've asked the FSA to reflect the correct amount owed on my consolidated student loans. Their site currently reflects a doubling of the amount owed because even thought I consolidated my loans, FSA nor my current servicer Mohela refuse to do anything about it. Mohela reflects the correct amount and was told by the FSA that they are the ones that are to tell the FSA the amount due. I'm getting no where.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10023
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: I have been unable to determine how much I am actually supposed to pay for my student loans. Some of my loans are in the SAVE plan, yet other loans are not. I am unable to contact anyone either via email or the phone to determine what my loan status is. I have received 3 different amounts for payments, yet none of them make any sense. I find it absurd that we have to use companies that seem utterly useless for student loan repayment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently under SAVE repayment for my student loans. I have made XXXX qualifying payments for XXXX. I expect to reach XXXX qualifying payments XX/XX/XXXX and qualify for XXXX. In early XXXX I submitted documentation for employment certification form with Mohela to have my payment counts updated. When they processed this on XX/XX/XXXX Mohela put my account in administrative forbearance. I am concerned that if my account is in forbearance than my payments will not qualify for XXXX. I do not give permission nor do I want my account to be in forbearance. I immediately used the Mohela account messaging service to request my account be in SAVE repayment and not under forbearance. I have not received a response. On XX/XX/XXXX I called Mohela ( which typically involves a several hour wait to get someone on the phone ) I was advised by the customer service agent that my account would be placed back on repayment and not be in forbearance. Unfortunately, my account was never taken off of forbearance. On XX/XX/XXXX I made another attempt to call Mohela but I could not get through to an agent and while waiting the line would constantly drop and I would lose my place in line. On XX/XX/XXXX I called Mohela again and I spoke with XXXX. She also assured me the forbearance would be taken off and my payment would qualify. She asked that I go ahead and make a payment which I did although my account is in forbearance. I then asked if the payment " should qualify or most certainly will qualify '' and she could not clarify. XXXX put me on hold and contacted an unnamed supervisor and assured me that my forbearance will be taken off and that my payment I submitted this day will qualify as a XXXX monthly payment for XXXX. However, following the conversation my account still shows that I am in forbearance. I have not received anything in writing that my payment has qualified. I sent messages to Mohela on XX/XX/XXXX as well as XX/XX/XXXX that have gone unanswered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73012
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: Received bad information about your loan
Consumer Complaint: Mohela is now the servicer of my student loans that originated in XXXX. I was previously with XXXX but they don't service loans anymore.I was switched to Mohela. I am eligible and qualify for XXXX. I have been a nurse at my company for over XXXX years. They have not updated any of my previous payments. When I log on to my account it still says my employer hasn't been verified when I have sent in paperwork 5 times. I qualify for XXXX and they are not counting any previous payments I have made on student loans for XXXX years. I have consolidated as I was advised to do and now they are billing me for a loan balance that is not reflecting any previous payments. I have attempted to call Mohela for the past XXXX weeks. I can't get anyone to pick up, I am on hold for hours while I am trying to work as a nurse. I need assistance in dealing with Mohela. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10543
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: My consolidation loan application was completed on XX/XX/23 along with the XXXX request for XXXX. MOHELA reported consolidation loan disbursement on XX/XX/23 MOHELA reported consolidation loan payment on XX/XX/23 My consolidation Loan was placed into the level repayment plan I spoke with the MOHELA XXXX ( XXXX, XXXX, or a similar name, a trainee ) on XX/XX/23 to inquire why the plan was not in XXXX. She reported that she could place me in forbearance while the XXXX request processes. I declined as I wished for the XXXX payment to count. She transferred me to a second rep. The second rep informed me that MOHELA got to the XXXX request before the consolidation loan was processed and therefore tabled it and did not come back to it after the consolidation loan was processed, as a result, I was placed in level repayment due to MOHELA not reviewing the XXXX request at that time. The second rep stated she would expedite the processing of the XXXX request as I am eligible for XXXX and accruing interest I should not owe. MOHELA then Additionally, the call was XXXX hrs and XXXX min, including mostly wait/hold time. I checked my MOHELA account on XX/XX/23 and I see my account listed in forbearance, which I explicitly declined when speaking with MOHELA. On XX/XX/23 I received a letter from MOHELA that I was placed in administrative forbearance. I believe this letter initially said that I requested the forbearance but on reexamining it on XX/XX/23 I do not see this language and question if the letter has since been altered. I also believe that any interest that has capitalized should not have occurred during consolidation, as my loans were in the XXXX plan before consolidation and should have likewise been in the XXXX plan after consolidation, but due to MOHELA 's mishandling of the consolidation and XXXX forms ( which should be handled together ), I have several XXXX dollars in interest accrued at this time. As of today, XX/XX/23, I see that I am in the XXXX plan but also forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A