Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XX/XX/XXXX, sent message inquiring about loan status and whether I had a payment due and what was due. Was told my loans were still in forbearance and that the amounts on studentaid.gov were inaccurate ( due to forbearance ) but to call for more information about what my payments would be. Attempted to call on lunch break- no response ( long hold ). I applied for the Graduated Extended plan and the message stated I would hear back in 5-7 business days ... but I never did. So I reapplied and months later, nothing. XXXX XXXX I reached out inquiring about my application for repayment and they apologized stating my application is still processing and they would get back to me asap. Ive yet to hear back. XX/XX/XXXX, I received a very confusing statement showing due dates from back in XXXX along with a repay date of XX/XX/XXXX. On XX/XX/XXXX I received another confusing statement showing a due date of XX/XX/XXXX. XXXX XXXX I received another billing statement stating I owe {$0.00} on XX/XX/XXXX. XXXX XXXX, I reapplied for the Graduated Extended plan just in case after hearing about their online issues. I've not heard anything back. XXXX XXXX I received notice that there is an application processing delay and that I'll hear back in 90 DAYS if I'm approved or not. I started this process early so that I could prepare for payments. I have near perfect credit and take my finances seriously. I need to know what my payments will be so I can make my budget. Now I won't know if I'm approved for the affordable plan ( Graduated Extended ) for 90 MORE days ... this is absolutely ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97527
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: I have requested that my PSLF Certification documents be counted and my PSLF count be updated. They told me in XXXX that it was a duplicate. It was not. I refiled it in early XXXX. Nothing has happened. So I then requested a reconsideration through the XXXX XXXX website. They said I don't have any qualifying loans for XXXX, which is not true. My count is already up to XXXX qualifying payments. Now they want me to begin paying {$850.00} a month and I would really like to see where I am in my count. I am at the required XXXX payments, or very close. I cant not afford to pay {$850.00} a month. Why should I pay that if my payment count is already at the required XXXX? Any help is appreciated. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70461
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I now have Moehla from XXXX. I have never been able to speak to a human. When loan repayment kicked in XX/XX/XXXX, I prepared by submitting my IDR back in XX/XX/XXXX and asked to have my PSLF recertified. I am 7 payments away from full forgiveness and meet the 10 year of federal government service. My ide results which were not provided in XXXX so I did it again in XXXX and was quoted {$930.00}. Now I started with $ XXXX in loans for grad and undergrad and already paid off all my private loans ( my mom paid that ). In school I also paid {$25.00} a month since XXXX until XXXX when repayment begin. With help from my employed Ive paid off over $ XXXX and never paid more than {$600.00} a month. Well, Moehlas statement was {$920.00}. I used savings to pay it in XXXX, fearing I would have a hit to my credit. It was hard. I immediately emailed them and asked for a review. I did not provide the link to my taxes, instead providing my pay stub in which more than $ XXXX is taken out of my check. Moehla the quoted me {$230.00} a month then a week later they said I was in the SAVE plan and that ended up being {$1300.00} - thats completely unreasonable and this is basically like a payday loan place or a loan shark. I cant imagine how any of this is legal. As a former XXXX XXXX and employee of the federal government I am disappointed that this program cripples so many people. We can never plan for a future if our 4-6 year degrees plague us for years to come. I am not opposed to paying until it is forgiven but I want to pay a fair amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I am a XXXX XXXX and submitted my application for XXXX in XX/XX/2022. I have enough payments to qualify between my XXXX XXXX and two jobs post XXXX Both the XXXX XXXX XXXX and federally qualified XXXX XXXX that I worked in have been deemed as not eligible employers, however that is impossible I attended XXXX from XXXX, Worked in the state of CA at an approved NHSC XXXXt loan forgiveness site from XXXX, and a Federally Qualified XXXX XXXX XXXX. I have called Mohela 7 times spend in over XXXX on the phone, since XX/XX/2022. Multiple addendums have been added and submissions for reconsideration and I still get rejected. I have submitted my Tax documents for my work in California, as well as both a letter from the hospital that owned the clinic stating that I was under a service agreement with them & my XXXX site approval letter and successful completion. My last employer verification for the XXXX was submitted and verified. I should have no reason to delay forgiveness. I am undergoing a divorce and these extra loans are an unnecessary burden to me. I would like my student loans forgiven asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When the new XXXX plans rolled out, I thought my payments would be automatically recalculated according to the new rules, which would have resulted in a lower monthly payment for me. I was previously on the XXXX plan, which had calculated my monthly payment to be {$310.00}. After my plan was rolled into the XXXX plan, my monthly payment stayed the same but I was placed into forbearance. I submitted a new IDR on XX/XX/XXXX in the hopes that it would update my payment amount. Forbearance will be done on XX/XX/XXXX, which is when my next payment is scheduled to be auto-charged. MOHELA has still yet to update my payment amount and if they dont, I will be left paying more than I should be. I have tried calling but due to my work schedule, I can not be on hold for hours and hours at a time. Further, I had a name change due to being married so I submitted the documents to get my account name changed. I submitted on XX/XX/XXXX then again on XX/XX/XXXX. The name discrepancy due to this name change not being processed has me worried that my IDR recertification will not be processed. Its not right that they processed my auto debit paperwork BEFORE processing my IDR recertification, especially with no word or update on the status of the recertification. Overall, it seems like a suspicious practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I owe {$0.00} per month on the XXXX plan based on my income. My loan servicer MOHELA is not processing these {$0.00} payments ( To count towards XXXX and eliminate monthly interest ). The last payment of {$0.00} was supposed to go through on XX/XX/XXXX but it didn't. So I have accumulated more interest and no payment was confirmed that counted towards XXXX. For some reason MOHELA decided to push the payment restart date to XX/XX/XXXX which should not have been the case. There was no reason to do this when payments started back in XXXX according to the federal government. I did not consent to this and asked that my payments start XX/XX/XXXX when I spoke to a customer service agent over the phone. When I checked and saw that this {$0.00} payment had not gone through I submitted a payment of {$0.00} on XX/XX/XXXX since the website would not allow me to manually submit a payment of {$0.00} as I should be able to. In addition, I had enrolled in auto debit some time ago and received an email that my application for auto debit was successful, so the {$0.00} should have been automatically gone through on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14623
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela had no record of my prior IDR payment amount despite the fact that it should have ported over from XXXX, despite the guidance from the XXXX XXXX and DOE. I was told to reapply to get an IDR payment amount. I did so and Mohela apparently cant seem to calculate my correct payment amount. As a former teacher with a new baby, this stress in entering repayment has been hard to bear. I applied to the save repayment plan with my financial information as well as my spouses. The Mohela application correctly calculated my payment amount as allocated between my spouse and my loans ( Est. {$60.00} of a total of est. {$360.00} ) ; however, the amount actually applied to my account as I entered repayment was the full amount both my spouse and i are required to pay rather ( est. {$360.00} ) than the allocated payment amount based on my relative loan percentage ( est. {$60.00} ). My spouse has roughly XXXX in loans while I have a mere XXXX in loans, so this payment distribution makes no sense. Initially I was put into admin forbearance in XXXX for this calculation, presumably, but when I was put on repayment for XXXX, the amounts were erroneous as described above. I'm troubled that this miscalculation occurred as I provided accurate financial information through the servicer 's repayment verification process. I did not receive a copy of the information entered, and instead only received billing information with the incorrect amounts. I have contacted mohela several times and asked for a review of my account and a temporary placement into administrative forbearance while they review and preferably rectify their payment calculation issue, but i have received no reply despite these inquiries. This is despite their claim that they will respond within 3-10 business days. I would be fine paying my loans at the correct amount but my spouse and I will not essentially double pay for the servicers miscalculation. as Mohela has been unresponsive and i have little desire to wait on hold lines for hours to be told incorrect information ( as my spouse has experienced several times ), i'm hoping this complaint process can spur correction. i'm happy to provide whatever information is needed. thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I requested a refund in XXXX of payments made on my federal student loans during the XXXX payment pause in according to the Cares Act. The majority of these payments were made to XXXX and the loans were moved to be serviced by Mohela. Mohela says they have processed the request and the balance has shown up on my account with them and is now accruing interest. The Mohela representative said the Dept of Education and the Treasury would be responsible to figure out the payments made to XXXX and that I should recieve the refund within 60 days. It is over 60 days and Mohela is unable to provide me any information but they have increased my balance and it is accumulating interest but I have yet to be refunded. I am being charged for interest on money I have paid and refund has not yet been issued. Where is the refund? I can not identify anyone who can help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84601
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Mohela U.S. Department of educationXXXX XXXX has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This is follow-up to complaint XXXX. I still have not received my overpayment refund that I've been expecting since XX/XX/2023 ( XXXX months ). The letter that I received from complaint XXXX stated that a refund would be manually processed in the coming weeks. It's been another month, and I haven't received anything. Also, MOHELA did not reply to my request asking what the amount of the refund is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A