Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My first payment was due to MOHELA on XX/XX/XXXX for a total of {$200.00}. I paid in full on that date. Today, XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX but not sent until XX/XX/XXXX ) saying I'm in " Administrative Forbearance '' from XX/XX/XXXX - XX/XX/XXXX. I've tried numerous times to contact them to get more information about a variety of issues including but not limited to, if they're sure the amount I owe is correct, if they've processed the paperwork I sent to them at the end of XXXX, and whether or not my loans have been consolidated. I called on XX/XX/XXXX, and waited an hour and got disconnected. I called on XX/XX/XXXX and waited over an hour and fifty-minutes and had to hang up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07110
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: Trouble with how payments are being handled
Consumer Complaint: I have reached out to MOHELA numerous times over different issues and have yet to receive a response. I have tried calling and the wait times are hours and they state to do the secure messaging in the portal. XXXX XXXX send standing instructions for additional payment never responded. Followed up on XX/XX/XXXX still no response. XXXX XXXX - signed up for auto pay back in XXXX. I never got a letter saying my due date but my auto debit date was scheduled for the XXXX. The XXXX comes and they withdraw the money from my account, take 4 days to process and state my account is past due. I contacted to update my auto debit date to the XXXX to take into consideration their processing times ( still with no idea when my payment is actually due ). I have still received no response. Additionally, I am on the SAVE plan and any interest accrued not covered by my payment is to be subsidized by the government. That is not the case, the interest is still accruing. So come next month I will have all this additional interest and make my payment go toward that when I specifically enrolled in a plan to avoid that. There has been no messaging from MOHELA on this. Good luck getting through to anyone on the phone and secure messaging clearly is not working. I am just unsure how Im supposed to know when my loan is due without a statement ( digital is fine ) but I have no idea on an actual due date and in what work can I not get through to change my auto debit date? I could manually pay on the date I want but then I lose the interest rate deduction. Truely seems like a scam to make more money and if the company can not handle everyone returning to repayment, they need to hire more people or provide messaging and accurate hold/wait times. Do not say secure messaging will be answered in 48 business hours and then not answer for a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06811
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: XX/XX/XXXX - set up auto debit payment on standard payment plan XX/XX/XXXX - only {$50.00} was paid on only one of the loans despite having auto pay set up for the standard payment plan. The amount should have been approximately {$180.00}. XX/XX/- received an email saying I was in administrative forbearance despite never requesting this. I now have extra interest accruing for Mohelas error
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 501XX
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: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans were transferred to MOHELA from the Dept of Education after applying for the Loan forgiveness program. I have tried calling Mohela prior to the start of the loan repayment begin date and I have never been able to get anyone on the phone. Ive tried calling in the morning, afternoon and evening. Doesnt make a difference. I have questions that Id like answers to that I cant find on any website. They have an announcement when you call or view the phone app or website about the increased volume but that shouldnt stop them from running their business. Its unfair for customers to not have access to a live customer service representative because the company hasnt planned well to accommodate the increased number of calls. I have written emails with no answer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
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: Received bad information about your loan
Consumer Complaint: I received a backdated email from MOHELA on XXXX that my account was put into administrative forbearance, which I did not request -- email dated XXXX. The forbearance noted is from XXXX to XXXXXXXX I had scheduled my expected payment for XXXXXXXX which was posted and processed by MOHLEA, but my account remains in this administrative forbearance and the processed payment is not listed in my PSLF payment tracker. I called on XXXX and waited for 3 total hours on hold. The MOHELA rep I spoke with said the admin forbearance was applied to my account erroneously and that they would take me out of the forbearance. This was quoted to take 3-5 business days and that my account should update appropriately so I can make a XXXX payment that will count toward PSLF. My completed XXXX payment should also count toward PSLF, since it was successfully processed. I was disconnected from the rep at the end of our conversation and I didn't have any paper trail to confirm that the changes were actually noted in my account. I called back on XXXXXXXX to confirm that the admin forbearance was truly removed from my account, since it was still noted that my account is in forbearance after several business days. I waited 2.5 hours on hold to speak with a rep. The rep confirmed that the request to remove the admin forbearance was noted on my account and that it could take up to 7 business days from the date of the request to display in my account. They encouraged me to call back by Thursday, XXXXXXXX if the forbearance was still listed in my account. Today, XXXX my account is STILL listed in forbearance with the same end date of XXXX. I am currently waiting on hold to speak with another MOHELA rep ( 40 min in ) and I assume they're also going to give me different information. I was successfully transferred to a SAVE plan from my previous REPAYE plan in XX/XX/. I was on REPAYE much ahead of the pandemic and do not want or need any recalculation of my payments. I am prepared to restart repayment and expect to make my payments as normal, but I can not due to this erroneous forbearance. I did not have any active applications for recalculation or PSLF counts in process. My account should not have been placed into forbearance and now I'm suffering consequences of having money debited from my account while the payments are not counting toward forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80229
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been trying to get a hold of Mohela to submit a new payment plan, they have not responded to any of my calls and the wait times are taking hours. I need to change my payment plan as well as wondering why only two of my payments have been counted for student loan forgiveness after certifying. I want to update my payment plan and pay on time, but I have no way of contacting Mohela and my online submission was never resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 259XX
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: I received a letter dated XX/XX/23 from MOHELA that my student loan met the XXXX requirements and loans were forgiven. I was also alerted to a credit that I would receive of {$1500.00}. As of XX/XX/23, I had not received the credit. I contacted MOHELA. They said a check would be sent by the Treasury within XXXX business days. Today marks the 90 days, and I have not received my check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 027XX
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: I, like many other federal employees, applied for TEPSLF, first through XXXX, and now through Mohela. In XX/XX/XXXX, after I lost my job, my existing FFEL loans were placed into economic hardship deferment. In XX/XX/XXXX, I began my employment with the federal government. In XX/XX/XXXX, my loans were placed into " forbearance '' as I began the process of consolidating them so that I would be eligible for PSLF someday. The consolidation was completed by XX/XX/XXXX. When XXXX, and then Mohela, started tracking my payment history for TEPSLF/PSLF, I noticed that several months of payment history were missing - specifically XX/XX/XXXX through and including XX/XX/XXXX. On or around XX/XX/XXXX, I contacted Mohela about the missing payment periods and sent a screenshot of my loan history from studentaid.gov. The payment history for XX/XX/XXXX and XX/XX/XXXX was restored and I got credit for those two months. However, the payment history from XX/XX/XXXX through XX/XX/XXXX is still missing. I have eligible employment for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and I would like credit for that because I am close to 120 payments. In XX/XX/XXXX, I sent Mohela an updated PSLF application certifying the previous 12 months of eligible employment so that my payment count would be updated. After the payment count was updated, on XX/XX/XXXX, I sent Mohela a message asking when the payment history from XX/XX/XXXX up to and including XX/XX/XXXX would be added so I could get credit. Mohela said that XXXX would update the payment counts by XX/XX/XXXX. That didn't happen. In or around XX/XX/XXXX, I sent Mohela the nearly 10-year old emails documenting the economic hardship deferment and forbearance of my loans in XXXX and XXXX. I also contacted Mohela on XX/XX/XXXX to ask when the payment count would be updated and got a generic response. I called Mohela and actually got to speak to a person, who assured me this would be updated within a week. When that didn't happen, I contacted Mohela on XX/XX/XXXX, and Mohela responded by saying that I should see updates to the payment counts " over the next two months. '' It still hasn't happened. I also filed a complaint with studentaid.gov on or around XX/XX/XXXX. I have not received any response other than an acknowledgement that I filed the complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21114
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: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/23, I called Mohela in order to prepare for my first payment on XX/XX/23. I called after receiving emails XXXX I would possibly have to manually pay a portion of my loans. The total amount due for XX/XX/23 was {$700.00}. It was not made apparent through emails what amount I needed to pay manually so I called on XX/XX/23. I spoke to a representative to confirm what amount will be auto debited and was told XXXX {$620.00} would be auto debited as scheduled on XX/XX/23 and I have to manually pay {$75.00} in order to make up the difference of the final due amount of {$700.00}. As of XX/XX/23, I have an overdue balance of {$620.00} which is accumulating interest daily. I would like to submit a complaint and have any additional interest or future damages to my credit reversed as I was assured XXXX the total amount would be confirmed to be paid marked on XX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33437
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with non-monetary relief
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: I received an email Tuesday, XX/XX/XXXX, XXXX stating : MOHELA recently sent you a bill for a XX/XX/2023 due date. Please note that you are not due for this payment. Payments on federal student loans resume in XX/XX/2023. If you have not made a payment for the bill, please disregard the bill. You are not due for a XX/XX/2023 payment. If you made a payment, you can request that we refund it back to you or apply it toward your XXXX bill. The quickest way to submit your request is to log in and submit a Secure Message on mohela.com. We apologize for any confusion this may have caused. If you have any other questions or concerns, please dont hesitate to contact us. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I have sent multiple messages about this before, but no response, after one month. I call MOHELA and wait for a representative for hours on end, only to be disconnected each time, in the end. I would like the {$370.00} I paid in XXXX toward what I believed would be a mandatory XXXX bill, posted toward my XXXX bill, or another future bill. My XXXX bill was already taken out, due to Auto-Debit payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45417
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A