Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Prior to transferring to Mohela I was on PAYE. Following the transfer I noted Mohela switched me to 10 year installments with increased my monthly payment by about {$2500.00}. I immediately tried to enroll in the Save program through StudentAid.gov back in late XXXX. When my application wasnt processed by XXXX I contact Mohela which advised me to submit a verbal application with them ( which I did ). They then placed my loans on administrative forbearance. I called several times following and have submitted complaints through studentaid.gov stating I did not want to be in forbearance. I wanted to resume payments under the SAVE program. I was unable to accomplish this. Finally, my last message to Mohela resulted in them restarting my loans again under the 10 year rate with a due date of XX/XX/XXXX ( 3 days following this change ). Interestingly, my loans themselves are still listed in forbearance and Mohela has yet to contact me or send me any correspondence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela is my XXXX loan servicer because I am enrolled in the PSLF repayment program. I enrolled in auto debit before my XX/XX/2023 payment was due. My account was not auto-debited. I was not notified at the time of enrollment that there could be any delay in auto-debit becoming active prior to the bill being due. I attempted to go on their website to obtain the information to contact the servicer directly about the issue on XX/XX/2023. All of the published customer service numbers are not operable. The phone line says that calls to those number can not be completed as dialed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were previously at XXXX, but then transferred to Mohela. I sent a message regarding this to Mohela on XX/XX/XXXX, and still have not heard any response. In summary, the listed payment due on Mohela XX/XX/XXXX and the billing statement sent to me on XX/XX/XXXX is WRONG. It listed payment due of {$4800.00} - ( which looks like it was calculated based on standard 10 year repayment program ) Even though I am enrolled in XXXX, which then was switched to SAVE. I had recertified my income on XX/XX/XXXX while my loans were with XXXX- even though I was not required to recertify from ( XXXX - XXXX ) given federal pause. Meaning I am still in income driven repayment plan and up-to-date with recertification guidelines. And have a documentation from XXXX and US Department of Education that my payments should be {$0.00} based on income, and have upload this document to my Mohela account. Despite this, there has been XXXX communication and updates to my account. Mohela needs to update my monthly payment in their system, and not charge any unpaid interest due to SAVE program guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98275
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had my loans consolidated in XX/XX/XXXX by XXXX and The Department of Education. This loan was not done correctly. the company charged me a " Write Up '' of {$30000.00}, and also a " Write Up '' of {$6200.00} '' on top of my other current loans. This makes my total loan amounts look like {$91000.00}. However, I did not take out that much in loans. When I graduated in XXXX my loan debt was {$39000.00}. I have tried calling XXXX who told me that my loan was sold to XXXX and they couldn't help me. I called XXXX and she told me that she does see the discrepancies but now that my loan has been sold from XXXX to Mohela she could no longer help me. I also have had {$25000.00} XXXX on my loans because of my attendence with XXXX. However, since the government charged me {$91000.00} that I did not take out in loans, minus the {$25000.00} dismissed amount the government is still saying I owe {$54000.00} which is INCORRECT. I have been over charged {$30000.00} and also {$6200.00} in fees that have no explanation to them and no one can tell me where these fees came from and what they are for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48328
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My ex-husband and I have a consolidated spousal loan ( we understand that once the federal government updates the application process we will be able to uncosolidate the loans ). Federal Student Loans had me as primary on the loan ( the entire spousal loan was showing under my federal student loan account, and showing XXXX under my ex account ) My ex-husband qualifies for PSLF Prior to Mohela taking over PSLF my ex husband applied for the TSPLF forgiveness and federal student aid kept telling him he doesn't have any student loans and therefore does not qualify ( I was primary at that time so despite us explaining that to them and asking how to fix it, they just said sorry you don't qualify and would discontinue the conversation ) Mohela is our servicer on the loans, and they told us to wait until they took over and to reapply since they can see our joint loans. We did that, and the loans were updated as making the XXXX payments and qualifying for forgiveness. During the process of applying for PSLF federal student loans then switch my ex husband to the primary, and my federal student aid account dropped to XXXX and I no longer have access to the account. Mohela however has me as primary on the joint consolidated account serviced by them. Therefore, I think every time they send over the request for discharge Federal Student Aid looks up the discharge under my social and sees a XXXX on my account. We have spent countless hours with Mohela trying to explain that my ex social needs to be on request, and we either get someone that doesn't understand, or tells us to wait. We have had a number of individuals tell us they would fix this and then resend the request to federal student aid. Despite the numerous attempts to get this discharged, we are still showing a full loan balance and no discharge. Any assistance would be appreciated as we have spent so many hours with Mohela, and Federal student aid will only talk to my ex ( despite me being jointly liable on the debt as a whole ) This has been going on well before XX/XX/, but I attached the status from Mohela. I have no idea why they have multiple applications, but they keep sending us the same form below and nothing is happening.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 436XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023 Mohela representative changed my loan payment to {$50.00} a month Mohela still is charging me {$760.00} a month I called again on XX/XX/2023 since the XXXX bill has not been corrected The hold was about a hour. The representatives could and would not tell me why or when it would be corrected I asked for a supervisor and the representative put me back into the cue
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loan was forgiven in XX/XX/, but MOHELA continues to report the old outdated full remaining balance on all 3 credit reports, even after I disputed the incorrect balance on all 3 credit reports. I sent them a digital message about this matter on my online MOHELA account, but they never responded to my message. In the letter they sent to my online account, MOHELA said my loan was forgiven and that they would update all 3 credit reports within 30 days. That was back in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85018
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Despite satisfying the requirements of Public Service Loan Forgiveness ( PSLF ), Mohela, my student loan servicer, has not updated my qualifying payment counts and has not forgiven my student loans. My loans and my employment satisfy the requirements for PSLF. I have routinely filed Employment Certification Forms ( ECF ) with my student loan servicers. In XX/XX/XXXX Mohela correctly reflected that I had made 108 qualifying payments based on my most recent ECF. On XX/XX/XXXX, I submitted my final ECF to Mohela because I had completed enough payments to qualify for forgiveness under PSLF. On XX/XX/XXXX, the form was marked as " processed '' on Mohela 's website. As of today, XX/XX/XXXX, ( 139 calendar days and 96 business days since the submission of my final ECF ) my payment counts have not been updated and still reflect 108 qualifying payments. Mohela has not contacted me that there was any issue with the form and has not taken the action the form requires. This is an unreasonable amount of time to wait. I am entitled to forgiveness now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 041XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am enrolled in the PSLF program. I have contacted Mohela ( my federal student loan loan servicer ) several times about my PSLF eligible payment count. Their count is off by 12 payment months. I also contacted Student Aid.gov. No change, no result. 1. I worked for the XXXX XXXX XXXX XXXX XXXX from XXXX, but Mohela only counts XXXX. They are missing two eligible months : XX/XX/XXXX ad XX/XX/XXXX. I have submitted correctly completed Employment Certification Forms ( EFCs ) s. 2. I worked for XXXX University from XXXX. Mohela has not counted XXXX ( 10 months of payments ) as eligible payments. I sent the ECF, but Mohela said the form was a duplicate. This is because I sent an ECF for every year I worked for XXXX University and when they received my latest form in XXXX, XXXX they saw it was from XXXX University and assumed it was the same form I had sent for the last 4 years. It was for and from the same employer, but borrowers are supposed to update with a current EFC each year to update their payment counts. When I go to my account on Mohela my eligible payment count stands at XXXX/XXXX payments. It should read XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 457XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My new payment was scheduled for XXXX XXXX XXXX The loan servicer, MOHELA, was supposed to provide me with a bill 21 days prior to payment. I paid my minimum payment on the XXXX but as of the date of this writing, have not received a bill or an explanation of how my payment was applied. When I called MOHELA the wait times are over an hour. I am unable to wait for over an hour to talk to them because of my work schedule.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A