Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA took over my loans ( after that last shady XXXX XXXX or whatever ended their contract- i did not get to pick MOHELA ) and despite me getting approved for standard repayment for an amount of XXXX ( that i am not struggling to afford. am not. NOT being the operative word. i CAN afford my payments ) and they six weeks later still have me paying graduated payment amount since XXXX. I asked them to distribute my payments at the suggestion of your organization using the same template to ask them to distribute extra payment to principal of highest interest, etc. Then i had a payent taken out with auto debit at XXXX ( again, i want it to be XXXX ) so eventually i call on XX/XX/XXXX or XX/XX/XXXX, spend an hour on the phone with MOHELA explaining that i want to give them more money, dept of ed said yes you can give us more money totaling XXXX/month. MOHELA said they need to " process this '' meanwhile interest is accruing becaue i cant pay down my prinicpal because i cant get the standard amount, and if i pay extra by just increasing the payment it's still just paying me ahead ( i'm ahead to XXXX XXXX XXXX despite my request to apply payments a certain way on XX/XX/XXXX. now today, XX/XX/XXXX, i get an email that my IDR plan request was submitted. BY WHOM?! not me!! i am not struggling, i will not be able to take advangage of PSLF, WHY WOULD THEY DO THAT. also, they put me into administrative forebearance for the next three weeks. why????? " Processing '' WHAT IS PROCESSING THE THING I NEVER ASKED FOR? now becasue of this an auto payment wont be pulled, interest will compound, and now they make more money off of me. because " processing '', XXXX and they know it. i literally have the money and they dont want it because they'll make less over the length of my loan. i will put myself through the poor house for the nexet two years to make sure they never get an extra XXXX out of me. i want them to lose money on me since i call them so much they need to hire another custolmer service agent. two can play at wasting my money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela has been horrible to work with. First, my Spousal Consolidation loan should be discharged. I am still having to make payments, although currently I am in forbearance. Second - I have worked with them on the following dates to set up Income Contingent Repayment plans : XX/XX/ - dealt with XXXX and XXXX - stated Spousal Consolidation " should be discharged here soon. '' In addition, set up the ICR plan for my remaining loans. XX/XX/ - transferred from CSR XXXX to XXXX XXXX XXXX XXXX DID send me the form showing the ICR payment - I signed and returned. They denied ICR plan because they said I didn't submit the information. I just submitted the form AGAIN on XXXX XXXX XXXX I qualify for PSLF. HOWEVER, I can not make my payments unless they are at the lower amount. Mohela keeps stating I never submitted the form they helped me complete!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I was on an income based plan and applied for the save plan. They denied my request and put me on standard repayment without my approval.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: MOHELA Student Loan Servicing https : //www.mohela.com/ I completed the PSLF program and they set my balance to {$0.00}. They stopped reporting to the credit bureaus after the balance was paid and are not properly showing my credit history. The student loan debt still shows up on all 3 credit reports as an amount due. This affects my ability to qualify for credit and loans because they assume I have a payment of 1 % monthly on the original balance before the discharge. I received a letter from MOHELA dated XXXX XXXX XXXX that the loan balance had been forgiven through some other means besides my 10 years of PSLF payments. This forgiveness is stated as effective as of XX/XX/XXXX and here we are in XX/XX/XXXX and the debt is still not paid according to the credit Bureaus. I find their actions purposeful harassing and against Fair Credit Reporting. And the discharge should be backdated to either XX/XX/XXXX ( or earlier ) or XX/XX/XXXX. And they have no place in their online messages system to send them a message. Also calling them on the phone is a forever on hold, I have not been able to get anyone on the phone to complain about this issue. I did my 10 years of PSLF and still dealing with this kind of corruption!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84401
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Received an email XX/XX/2023 that I had a payment due that included a missed payment from XX/XX/2023. I navigated the website that stated I should call the company. I placed a call starting at XXXX XXXX on XX/XX/2023 and gave up after being on hold for XXXX minutes. I would like to understand why my auto debit did not process and why I am being hit with a missed payment when I was never notified that a payment was missed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am trying to speak with someone at Mohela to discuss my payments. They are not able to be reached. You are placed on hold indefinitely when calling customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14227
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been paying my monthly statement in full via XXXX XXXX since the day my loans went into repayment, initially through XXXX XXXX and for the past year and a half, through MOHELA. A somewhat separate but possibly related ( I don't know ) issue, I noticed that my loan status on XXXX has said " in forbearance '' for as long as I can remember - years - even though I have always been in repayment. I submitted an inquiry to StudentAid.gov and basically got nowhere - I got an automated message incorrectly asserting that I was inquiring about XXXX, which I wasn't. I called MOHELA, and they said it's probably a failure of data transmission between XXXX and MOHELA, and that I shouldn't worry, so I didn't. My main or more pressing concern ( maybe related, maybe not ), is that at some point in XXXX or XX/XX/XXXX, my repayment plan was switched from REPAYE to LEVEL, with no request on my part to do so, and with no notification from MOHELA that it was happening. I only found out about this when I got an email from MOHELA on XX/XX/XXXX saying that my Auto Debit had been suspended because " we have not heard from you. '' XXXX from me about what?? So I logged into the website to re-register for Auto Debit, which was inexplicably cancelled, and I see that my payment plan is LEVEL, which changed my monthly payment from {$520.00} to {$3600.00}. So I immediately called, waited on hold for over an hour, got nobody, and instead decided to just resubmit my XXXX request. It wasn't until XXXX that I received a correspondence via the message portal with a letter *dated* XX/XX/XXXX saying my new repayment plan was XXXX. Again, I made no such request. So I submitted my new XXXX request via XXXX, which was initially denied because I didn't submit my XXXX ( for the record, nowhere on the XXXX website XXXX it say I needed to submit additional documentation ). I got the denial letter on XX/XX/XXXX, and I immediately resubmitted my application, this time via MOHELA 's self-service option, with my XXXX. Then, just yesterday, XX/XX/XXXX, I got a notice saying I was placed on " administrative forbearance '' with no explanation as to what that is, or why it was happening. So I called MOHELA, waited on hold for literally XXXX hours, spoke with a customer service agent for another XXXX minutes, who proceeded to tell me that neither she nor any of her supervisors could explain to me why repayment plan changed, why my Auto Debit was suspended, and for how long I will be on " administrative forbearance. '' She did explain to me that this type of forbearance is for when they need more time to process a request. The problem is, any payments I make don't count toward PSLF while I'm in forbearance, and if I want to get out of forbearance, I need to pay {$3600.00} a month! All because of their inexplicable errors? And if this temporary forbearance expires ( in 30 days ) before they process my XXXX application, she said it's MY job to me to call them, wait on hold for XXXX hours, and ask them to extend the administrative forbearance. It doesn't automatically renew. This is incredibly unprofessional and unfair, and I just want to go back to paying my monthly payments like I had been doing for the past 6 years. Please advise me accordingly, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11211
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan was transferred from XXXX to MOHELA, and I was notified on XX/XX/. However, I was never notified that the transfer had been completed until XX/XX/. At that time, I was made aware that I had a payment due on XX/XX/. My previous loan servicer had deferred my payments until XXXX due to processing my Income-Driven Repayment Plan application, which was submitted on XXXX. MOHELA did not acknowledge this application, said that my loan types were listed incorrectly, and that I would need to go through an application to correct the loan types and make me eligible to re-apply for Income-Driven Repayment Plan ( which is still pending per the federal website ). While trying to go through this application on XX/XX/, the representative I was speaking with somehow ended the call, and I have tried getting through since to no avail. I am now in a spot where MOHELA is requesting a payment with only 1 day notice despite prior deferment, incorrect loan information, and the inability to get in contact with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75006
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested a refund for student loan payments made during the Covid-19 pause. The payments were approximately {$7000.00} in total. I requested the refund in XX/XX/2023. The refund has been added back to my balance and accruing interest, but I have not received the funds almost 4 months later. I was told the refund would be processed by the federal government, but the department of education is saying the loan provided would handle the refund. Multiple calls to Mohela have resulted in no definitive timetable for the refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63129
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/23 I had to wait 1 hour and 20 minutes on hold with MOHELA just to speak to a representative about my student loans. Those of us with federal loans do not get to choose our loan provider and my loans were transferred to one with such poor customer service. I ended up having to spend a large portion of my day just to get ahold of someone to fix a problem with my loans. I do not find this appropriate that MOHELA, who knew well in advance of the student loan repayment, didn't properly staff for these calls, despite the federal government paying them close to {$400.00} XXXX to service the loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A