Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela is my loan servicer. I have never dealt with the degree of ineptitude like I do with Mohela. Hold times are hours long. 99 % of representatives I speak with have no idea how to help me. I submitted my XXXX request for my loans back in XX/XX/2023. Mohela reps told me the process for them to review and approve is generally 5-10 business days. Its been over 2 months now and it still has not been processed. They cant tell me what the issue is or what the hold up is. I also consolidated my 4 direct loans because I am a XXXX XXXX with over XXXX years of XXXX XXXX. That consolidation request was submitted in XX/XX/2023 as well and my account still shows no updated information on consolidation. My four direct loans are supposed to consolidate into one that takes my highest payment count ( XXXX eligible payments as of XX/XX/2023 ), and no action has been made yet. Mohela needs to be held accountable. Their negligence is a burden to the thousands of students who are burdened with student loans. This is our livelihood and our economic well-being that they are messing with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97211
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: Received bad information about your loan
Consumer Complaint: I applied on StudentAid.gov in XX/XX/XXXX for the XXXX application. I kept checking Mohela 's page but it just said " processing ''. When I called on XX/XX/XXXX the woman I spoke with told me there was an issue with the application so she started a new application with me and then filled out the request to pause upcoming payments until the SAVE application had been processed. That call was almost two hours before I was able to speak to her. On XX/XX/XXXX I called Mohela again because I received a letter stating I owed {$400.00} on XX/XX/XXXX. After XXXX hours and XXXX minutes on hold I spoke with a trainee who told me the SAVE application still hadn't been processed and a forbearance application was never processed either. She told me she couldn't help me and wanted to put me back in the queue to wait to talk to someone who could. I requested a supervisor, after 35 minutes she said she couldn't get a supervisor. After a lot of back and forth between us she found a customer advocate who processed the forbearance. As of today, XXXX, I still have not received anything about my SAVE application. It's very distressing and frightening to work with Mohela. I wish I had a different loan servicer. My XXXX has been so high for the last few months because of them. Please help. No one else will.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 128XX
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: Received bad information about your loan
Consumer Complaint: I spoke to a 3rd party in XX/XX/XXXX and got enrolled for Repaye/PSLF program for my student loans. I payed $ XXXX plus {$98.00} every month thereafter until XX/XX/XXXX. I called XXXX my student loan provider where they told me that money was never applied to my loans or my mothers loan which was a student plus loan. The representative I spoke to in XXXX there supervisor XXXX, explained to me to reach out to you guys in regards the matter, because this was a 3rd party charging me for services I could have received for free
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07206
Submitted Via: Web
Date Sent: 2023-11-06
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: Can't temporarily delay making payments
Consumer Complaint: On XX/XX/2023, my previous employment ended in order to transition into a new job with the XXXX XXXX. On XX/XX/2023, I began my new job with the XXXX XXXX and on that same day I applied for the XXXX plan on the U.S. Department of Education 's ( USDOE ) XXXX XXXX website and provided documentation of the salary associated with my new position. When applying for the XXXX XXXX, the USDOE stated that my student loans would be put on an administrative forbearance until my student loan servicer, MOHELA, could process the application and determine my new monthly payment amount. Several days passed after submitting my application and I grew concerned because my online MOHELA account stated that I still owed a full standard payment ( nearly {$2000.00} ) on XX/XX/2023, rather than my estimated XXXX plan amount ( {$300.00} ). Therefore, on XX/XX/2023, I called MOHELA to inquire about this issue. The representative advised me that, despite my online account not stating such, my student loans had been put in forbearance and instructed me not to make the XX/XX/XXXX payment. On XX/XX/2023 ( a Saturday ), MOHELA sent me via my online account a PDF copy of a letter dated XX/XX/2023, which stated that XXXX of my XXXX student loans had been put on an administrative forbearance. On XX/XX/2023, I sent MOHELA a message via my MOHELA online account describing the issue and requesting that my remaining XXXX loans be put on an administrative forbearance because my online account displayed a {$1900.00} payment due on XX/XX/2023, which I explained was not feasible for me to pay on my new government salary. Then, on XX/XX/2023, I called MOHELA and explained my situation to a representative. The representative almost immediately recognized that this was a mistake and stated that they would submit a request for a forbearance and advised me not to make the XX/XX/XXXX payment of {$1900.00} since it was clearly an error. I asked her again to clearly make that statement since the payment date was coming up and I did not want to be delinquent. The MOHELA representative told me to take her word that I should not make the payment and that forbearance would come- it never did. XX/XX/2023 came and my MOHELA account still displayed a {$1900.00} payment due for the XXXX loans not on forbearance. I messaged MOHELA via my online account to restate the issue, that the payment was shown as past due, and that I could not afford the payment. I called MOHELA on XX/XX/2023 to raise these issues. They understood the problem and said the administrative forbearance request was submitted but that it would take time to process. On XX/XX/2023, I called MOHELA again. This time I was escalated to a representative who recognized the issue, stated that they submitted a forbearance request and an account adjustment request after speaking with their supervisor. The MOHELA representative stated that this should have never happened and apologized. In addition, the representative advised me that my XXXX plan application had been approved and that my payment would be around {$300.00} going forward. On XX/XX/2023, I received written notice of the XXXX plan approval via my online account. In addition, my online account reflected that the {$300.00} payment would be due on XX/XX/XXXX along with the {$1900.00} " past due '' amount from the XXXX loans not put in forbearance during XXXX. After over a week of hearing no updates and receiving repeated notices regarding my " past due '' account, I called MOHELA on XX/XX/2023. The representative spent XXXX minutes reviewing my account and stated that they saw the notes from previous calls and the forbearance request. After asking if there was anything that could be done, the representative advised me that there was nothing they could do while the request is pending and that the request might be moot since the forbearance would end on XX/XX/XXXX. I told the representative that all I really wanted was an account adjustment, which reflected that the " past due '' amount was in error as the XXXX loans should have been put on forbearance and reflected the XXXX plan amount. The MOHELA representative seemed unsure as to whether an account adjustment of that nature was possible and did not have any solutions to offer. On XX/XX/2023, I was notified that my employment was approved to qualify under the XXXX program after submitting an application for such a few days prior. To date, no adjustment has been applied to my MOHELA account, my online MOHELA account still reflects an erroneous past due amount of {$1900.00}, and I have a regular XXXX plan payment of {$300.00} due on XX/XX/XXXX. I plan to pay the XX/XX/XXXX payment of {$300.00} on XX/XX/XXXX, but remain unable to pay the erroneously calculated {$1900.00} payment and do not want this erroneous status to be part of my record anywhere in MOHELA or the federal government.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 361XX
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: Received bad information about your loan
Consumer Complaint: I agreed on an " Extended Loan '' and I received a letter confirming that my loan is now in " Forbearance ''. Not approved or requested by me. Many phone calls were made, representative seemed to be knowledgeable, but not correct results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela messed up my consolidation application by putting me on the wrong payment plan. They keep increasing my monthly payment. Went from {$250.00} in XXXX to {$610.00} ( {$190.00} for XXXX and {$420.00} for the consolidated loan on a standard 10yr plan ) in XXXX to {$1000.00} ( {$630.00} SAVE plan and {$420.00} for the consolidated loan on a standard plan ) in XXXX. During this time my account balance during this time actually decreased from $ XXXX to $ XXXX because I paid off some of the highest interest loans. I filed another application for all loans to be on the SAVE plan. Customer service stated that IF I am approved my loan payment will be around {$500.00}. Processing will take four to six weeks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55421
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/2023 Mohela encouraged me to recertify in order to prepare for loan payments restarting in XXXX. They did not inform me that I was not required to recertify. When I emailed them to ask why they did not post this information on their website and encouraged me to recertify when it was not required, they did not respond. Now my payment is much higher.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Privacy Act of 1974 ( 5 U.S.C. 552a ) outlines the requirement to provide notice to individuals in cases where personal information is being collected. In my case, the authority for collecting my information is 451 et seq. of the Higher Education Act ( HEA ) of 1965, as amended ( 20 U.S.C. 1087a et seq. ), and the authorities for collecting and using my Social Security Number ( SSN ) are 428B ( f ) and 484 ( a ) ( 4 ) of the HEA ( 20 U.S.C. 1078-2 ( f ) and 1091 ( a ) ( 4 ) ), as well as 31 U.S.C. 7701 ( b ). I understand that participating in the William D. Ford Federal Direct Loan ( Direct Loan ) Program and providing my SSN are voluntary, but the requested information, including my SSN, must be provided to participate. The principal purposes for collecting my information, including my SSN, as stated in the Privacy Act notice, are to verify my identity, determine my eligibility for loans or loan benefits under the Direct Loan Program, service my loan ( s ), and, if necessary, locate me and report on my loan ( s ) in the event of delinquency or default. My SSN is also used as an account identifier and to grant me electronic access to my account information. Despite having followed the required procedures and submitted my 1099-C ( Cancellation of Debt ) form, I have yet to receive any response or resolution to my concerns. This lack of response and engagement in addressing my issue is causing significant distress and hindrance to my financial well-being. I kindly request that you promptly acknowledge my previous submissions and initiate a resolution process to address the issues at hand. I believe that my rights under the Privacy Act and other federal and state constitutions are being infringed upon by the continued reporting of my student loan information to credit bureaus. I am eager to work with your office to resolve these concerns in a mutually beneficial manner. Please treat this matter with the utmost urgency and priority, as it affects my personal financial situation and rights. I look forward to receiving your response at your earliest convenience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: MOHELA is a new servicer to me- and I am trying to repay the balance of my loans in full. In order to do so, I have to go through their " Payoff Calculator. '' The payoff calculator page has been down or completely removed for over a month now. Now, the page says to call them to do payoff. Considering that the student loan pause has just ended, it feels suspicious that they have make it more difficult ( when their payments have restarted again ). The call waiting list is over an hour long, and I have no recourse to make my payment online. It seems ridiculous that I can't pay online with the online payment system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92807
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Months ago I spoke with someone on the phone to take our loans to standard level so there would be some hope of every getting them paid off. I was told it was done. The loans returned to repayment and it was still the reduced amount. I applied for Standard Level multiple times and today, XX/XX/26, I get a message they put it in forebearance. I've tried to call multiple times and been on hold for hours. I also tried to send them a message, but the site only loops you back to a FAQ. I saw something about XXXX and went there but they turned off the comments. How can I resolve something that has no means of resolving?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A