Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Like many people, my student loan payments came back into repayment in XXXX. In the span of one week, I received wildly different information from Mohela regarding my repayment plan. On XXXX XX/XX/2023, I was told that I would owe {$320.00} per month, starting XXXX XX/XX/2023. On XXXX XXXX, I was told that I would owe {$1000.00} a month starting XXXX XX/XX/2023 ( both letters are attached ). I am part of the Public Loan Forgiveness Plan, so picking the correct payment plan is essential to being able to have the balance of my loans forgiven. I wrote to Mohela about this, and they took over a week to get back to me. When they did, they simply told me to call customer service ( a screenshot of our correspondance is attached ). I have spent over one hour trying to reach someone on their customer service line ( see my screenshot from XXXX- this was my second call today ) and it is absolutely impossible to speak with someone. I am not at risk for being punished for missing my payment ( putting my loan forgiveness in jeopardy ) after they provided me with contradictory information and then stopped providing information altogether.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95060
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I requested a refund from Mohela for payments I made during XXXX. I requested this refund at the end of XX/XX/2023. I have yet to receive the refund. I have called Mohela multiple times and they can not give me any information about when I will receive the refund. The amount I was due was added back to my loan balance at the beginning of XXXX and I have been charged interested for money I have not received. I want to know when I will receive the refund I requested and why I am being charged interested on money that has not been returned to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93619
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: During Co-Vid I had this agency reach out to me regarding my student loans. I was ensuring that they were part of the Fed loan student processing center. They have informed me that if I make consistent payments of {$39.00} monthly for the next 10 years, my remaining balance will be removed. They sent me documents via mail and email, with the Department of Education logo. I was convinced it was the Department of Education. Moving forward, when I received my letter from XXXX, which I was transferred to I contacted them. I informed them that I have been making payment monthly since XX/XX/2022, of {$39.00}. They ran the agency I was in contact with and informed me this was fraudulent. The Fed loan Consolidation department is not with the Department of Education. XXXX provided me with all the websites I must report to. This third party agency has all my information. I had to close my checking account with XXXX XXXX and open a new one because I had them on auto-pay. I have paid this since XX/XX/2022, until the present day in the total amount of {$810.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am enrolled in the public service loan forgiveness program. By my count, I should have already qualified for loan forgiveness, and am about 7-8 payments over the requiremed number. When I inquired with Mohela regarding the record of payments, I noted that in the record there is a gap in payments documented ( no payments documented XX/XX/XXXX-XX/XX/XXXX ). I reviewed my bank records, which show I made monthly loan payments during this time. This would mean I was making qualifying payments. However, Mohela says that the period does not qualify, even though this period does not appear in my ineligible payments record. I've requested the company document the payments as not qualifying or count them as qualifying, neither of which has happened. Instead, they're requiring me to continue making student loan payments, even though I've already qualified for forgiveness. Of course, every call involves a two hour ( no exaggeration ) wait time to speak with anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I believe Mohela is incompetent in their handling of student loans. I applied for the SAVE plan for my direct loans. I was approved and had been on SAVE, but I randomly logged into my Mohela account, and they switched me to Level - the highest, most expensive repayment plan. Multiple people have been having this issue and it is impossible to reach customer service rep. I have been on the phone for over 2 hours and unable to talk to anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19607
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA 's poor managing of student loans is cause emotional distress and possible irreversible damage to future credit. On XX/XX/XXXX - I submitted IDR application for both lender XXXX and MOHELA. I also sent MOHELA a message on XX/XX/XXXX due to concerns about the XXXX being reviewed before my due date of XX/XX/XXXX. XX/XX/XXXX - XXXX emailed to notify that my application was received and approved. At this point I have not heard anything from MOHELA. ON XX/XX/XXXX MOHELA finally responded to the email I sent on XX/XX/XXXX and instructed me to submit an XXXX via Studentloan.gov. I panicked because I thought I submitted the application appropriately on XX/XX/XXXX. On XX/XX/XXXX at XXXX - I called MOHELA 's customer service number and chose the prompt to receive a call back once it was my turn in the cue because it was a XXXX wait. I never received a call back at all! On XX/XX/XXXX at XXXX - I called MOHELA and chose the call back when it's my turn in the cue ( wait time was XXXX mins ). XX/XX/XXXX at XXXX - I called MOHELA and stayed on the line while driving to work. After XXXX mins I decided to hang up due to work obligations. XX/XX/XXXX at XXXX - I called MOHELA and after XXXX they hung up on me. XX/XX/XXXX at XXXX - I called MOHELA and waited a total of XXXX hours and XXXX to be helped. An hour and a half into this call I was able to speak to XXXX ( MOHELA rep ) for 5 mins who stated " we just received the approved XXXX today but won't reflect until next month ) '' and then transferred me to another " agent '' to discuss possibly retroacting the new amount {$37.00} ( original amount due = {$1500.00} ). I explained that I could not pay that amount and would cause financial distress. I explained the above time lines to them and asked why XXXX was able to receive my IDR app so soon and they weren't? They responded that XXXX does not have as many accounts as they do and which is why it took so long to process my IDR. I asked if I could get an extension on the {$1500.00} amount and was informed by MOHELA that if I did not pay the {$1500.00} in full within 60 days then my account would be sent to collections. I asked for 90 days and she stated, " it's a federal loan regulation '' and declined to assist with an extension. The delayed response time to process the XXXX application, long customer wait times, and poor solution focused approach to assist people in financial distress is disheartening. " If you don't pay {$1500.00} in full we can't help you. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91792
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have student loans through mohela and in the XXXX program. I was all prepared for payments to start this month, but received a letter stating that I am getting put on administrative forbearance, which was never requested by me and did not receive any information as to why or what this means. I attempted to call them, but was faced with over XXXX hour long waiting times despite trying to call multiple times and never received a call back with the callback prompt. They provided no information on what this forbearance means in regard to public student loan forgiveness payments as historically they did not count but given recent changes in policy it is unclear if this has been changed or not. No information was provided in the correspondence from mohela or on the website. This is very unacceptable to be facing forced forbearance without my consent without any information or details and being unable to call anyone to reserve this which is what is instructed to do in the letter
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27127
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I signed up for auto payment of my student loans with my new loan servicer, Mohela. Student loan repayment resumed in XXXX. My account was not debited, and I received a letter from Mohela saying that my account was placed into forbearance. I called and was on hold for 2 hours and 19 minutes, which is unacceptable. The US Department of Education should have customer service metrics and requirements for contracts, and there should be penalties for wait times this long, since they indicate the company is focusing on profits over customer service. The person I spoke to said there was no reason that she could see for the administrative forbearance on my account. She also noted that many other people had there loans placed into forbearance. Not knowing the profit terms of their contract, I worry that Mohela may have done this to squeeze out extra interest on loans. When I asked the customer service person how I could submit a complaint to Mohela, she told me there was not a way, and to reach out to the Dept. of Education, which I had already done. I then waited on the phone for 25 minutes while she waited to find out how I could complain.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48214
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans were due XX/XX/XXXX. I made a payment on XX/XX/XXXX and got a confirmation number. I never received anything about the payment not going through. I logged in to update my public service loan forgiveness paperwork on XX/XX/XXXX and saw I had a past due. I immediately paid it even though I had a confirmation number from XX/XX/XXXX as I didnt want it to affect my loans. I immediately called MOHELA and as of right now have been on hold for four hours and 15 minutes. They have no call back option and no information on how long the wait is. I am genuinely concerned with how difficult it is to get any assistance in this type of issue. There is no other means of contact for MOHELA and to be on hold for over 4 hours is absurb.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Mohela sent me a forgiveness letter XX/XX/2023. XXXX stating the furnisher provided them information on two disputes that my balance is not XXXX. XXXX refusing to fully investigate the dispute and reporting inaccurate information on my credit report. The account is closed with a XXXX balance. Mohela could not have reported my balance of {$29000.00} in XXXX and my ledger balance from there online portal is XXXX. Please see photos of my Mohela account, forgiveness letter, screenshot of disputes not resolved since XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46112
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A