Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried called MOHELA multiple times to figure out when they will process my IDR- SAVE Plan application that I submitted on XX/XX/2023. It is now XX/XX/XXXX and my application still says processing. My first payment is due XX/XX/2023 and I need my payment drastically reduced. I have attempted multiple calls to MOHELA customer service, waiting over 2 hours to speak with a representative each time and have not been able to get a hold of anyone to answer my question. I did everything on my end to reduce my payments for my PSLF so I could make my payments on time and now I am going to be behind on payments and my loan forgiveness because MOHELA cant get their act together.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 270XX
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: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX {$550.00} was automatically withdrawn from my personal checking for my monthly loan payment with Mohela. Then again on XX/XX/XXXX, another {$550.00} was withdrawn from my checking account. This led me to overdraft my account and incur a {$10.00} overdraft fee. I am scheduled to pay Mohela {$550.00} via XXXX XXXX on XX/XX/XXXX for my XXXX payment. I would like to ensure that I won't have this amount take out twice in XXXX and want reimbursement for the additional charge in XXXX. On several occasions I have attempted to call Mohela, but never received call backs after selecting that call back option or was hung up on. As a result, I sent a message via my online portal to Mohela on XX/XX/XXXX with not response. I sent another message today hoping for a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99203
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I sent in my XXXX month for PSLF recertification on XX/XX/XXXX. It has still not been processed as of XX/XX/XXXX. I have sent at least XXXX emails, XXXX and XXXX with no response. I talked with a representative on XXXX who told me I had to make the last payment. She could not tell me why the recertification has not been processed. She said it could take 3 months to process that and then 3 months to dismiss the loan. I had to keep paying until that happened and then wait at least XXXX more months to get reimbursed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43130
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: Trouble with how payments are being handled
Consumer Complaint: I am writing to request assistance with issues Ive been experiencing with Mohela. On XX/XX/2023, I contacted Mohela by phone to pay off the entirety of my student loans- {$37000.00} The money was withdrawn from three of my accounts. The accounts and balance drawn from each is included in the attached document ( Bank statements ). On XX/XX/2023 my balance indicated that I owed {$34.00}. I believed at the time that this was interest due so I scheduled an additional payment of that amount. That brought the total amount I paid to {$37000.00}. However, my balance was continuing to change on nearly a daily basis. On XX/XX/2023, I reached out to Mohela again. My loans ( XXXX and XXXX ) were now showing as unpaid. Mohela 's customer service instructed me that additional time was needed for the payoff to reflect on my account. I followed up on XX/XX/2023 because the loans were still showing as unpaid. I made another phone call to Mohela. The customer service representative escalated this to the supervisor and I was advised again to allow up to XXXX business days to correct. Around the same time, I received a billing statement from Mohela stating that I owed {$160.00} by XX/XX/2023. By XX/XX/2023, my account was updated. The updated balance indicated that my payment from XX/XX/2023 was {$37000.00}. That left me with a stated balance due of {$150.00}. Ive attached Mohela statement as evidence. This is where the error lies. As evidenced by the attached documents, the original balance Mohela withdrew from my accounts was {$37000.00}. The balance Mohela is now stating they withdrew from my accounts was {$37000.00}. Thats {$180.00} less than my original payment. That does not even include the additional {$34.00} that I believed I was paying towards interest. I have not received any refunds or returned payments that would account for this difference. I have made several attempts to follow up with Mohela. The last attempt resulted in me being disconnected after more than an hour on hold. Id like to note that I have spent between XXXX hour and XXXX hours waiting to speak with a customer service representative. I can provide evidence of my call logs if necessary. I no longer believe that Mohela is trying to resolve my case in good faith. Thats why I am now seeking help from CFPB. As a federal student loan borrower, I want to exercise my right to receive accurate billing statements, fair repayment terms, and quality customer service. Please advise me on the proper steps to get assistance with resolving my issues with Mohela. I have enclosed documentation related to my loan. Thank you for your time and consideration. I look forward to your guidance on next steps.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have submitted two requests to CFPB and one to XXXX. I have also reached out to my elected reps. Mohela sent me a letter about my prior requests essentially saying that my XX/XX/XXXX and XX/XX/XXXX administrative forbearances do not count toward PSLF. However, on the PSLF XXXX group there are other people who have had their past short term admin forbearances count toward forgiveness due to the 65904 Federal Register published in XX/XX/XXXX. All that I am requesting is Mohela to directly address this Register in writing and how it relates to my loans. They refuse to answer my question about this Register. As an aside, Mohela told me to apply for the Buy Back program, which I did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan was place in forbearance without me asking after 5+ hours on hold I finally get to a supervisor who removes the forbearance. I then ask why my loan payment increased XXXX $ when I was told it wouldn't I received three different letters in two weeks all with different repayment amounts. They inform me there is a known error in the SAVE recalculated payments. I was asked for my XXXX tax information and I was informed my repayment should be about XXXX $ not $ XXXX. I was told that the recalculated amount wouldn't be ready for my XX/XX/XXXX payment and they could place me in forbearance again. I said no to forbearance if my new payment would be ready by the next payment due date. The date is coming up and the new payment amount isn't applied. I don't have time to waste a day on hold for Mohela to do their job. I paid the XXXX and will not do this again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23323
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My loans were approved for {$300.00} on the XXXX repayment plan upon consolidation in XXXX of 2023. With repayment approaching, I got a notice from MOHELA in XXXX that my payment amount was going to be {$500.00}. I called MOHELA who verbally took an application to fix it, and quoted me {$300.00}. On XX/XX/2023 I noticed on my MOHELA account that the form was listed as " denied '' I tried calling them but the wait time was over three hours. I called again on XX/XX/XXXX and they submitted a request to look into it, and told me they were placing a forbearance to cover the {$500.00} for this month since it was their error. I then got a letter stating it was denied for not meeting income requirements though I've confirmed on several levels that I do. I called again on XX/XX/XXXX but once again, after waiting two hours I could no longer wait. I called again today and spoke with someone who told me my request was pending but could not provide any information confirming why it was denied in the first place, other than reading the denial reason that was sent to me as " you do not meet the income requirements '' even though I do. She could not provide me any confidence that it would actually be approved or fixed this time. My forbearance still wasn't applied either so it is still showing due for {$500.00} which I can not afford. I will be missing this months payment due to their error. I asked to speak with a supervisor but after waiting an additional two hours, for a total of 3, I once again had to go.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11233
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), 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. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " 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. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.20 USC 1232g ( b ) ( 1 ) No funds shall be made available under any applicable program to any educational agency or institution which has a policy or practice of permitting the release of education records ( or personally identifiable information contained therein other than directory information, as defined in paragraph ( 5 ) of subsection ( a ) ) of students without the written consent of their parents to any individual, agency, or organization, other than to the following Therefore, Mohela is in direct violation of 20 USC 1232g ( b ) ( 1 ) by furnishing my information to the Credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73064
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I repeatedly requested XXXX ( former servicer ) to remove me from XXXX deferment on my loans. One loan ( XXXX XXXX XXXX dated XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX for {$1900.00} ) was in deferment from XX/XX/XXXX until XX/XX/XXXX. I called XXXX on multiple occasions to inquire about getting started on repaying my loans on one of the XXXX plans so that I could start making progress toward PSLF. Their agents advised me that it was possible. They sent me a form. I filled this form out twice. I was employed by a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). All the while, I was under the impression that my payment was {$0.00} due to the XXXX. I am now seeing that XXXX never honored my requests. I did what they asked me to do, but they did not do what they promised me they would do. I am harmed because, under the new provisions set forth by the XXXX XXXX XXXX I would be eligible for relief if XXXX had done its part. I did my part as the borrower. I paid on time and sent them the documentation they asked for. A complaint was submitted to the U.S. Dept. of Education on XX/XX/XXXX. MOHELA replied that they only had proof from XX/XX/XXXX, when I XXXX with my second XXXX XXXX. However, I asked XXXX to take me out of XXXX XXXX ( see attached ) when I XXXX with my first XXXX XXXX in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've sent various requests for Mohela to update my qualifying payments, but I am informed to update XXXX XXXX. I have completed this action XX/XX/XXXX and XX/XX/XXXX. They haven't updated my covid payments as of yet. I have manually submitted XXXX XXXX XX/XX/XXXX and also uploaded completed XXXX XXXX XX/XX/XXXX as it was taking significantly longer to process the manual application. I believe that once the covid payments are applied, I will reach the XXXX payments which will begin the loan forgiveness process. I am currently on forbearance and attempted to get this issue resolved via various chats and phone calls without any success.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 351XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A