Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA is charging me over 10 times what they told me my monthly payment would be for my student loan under the SAVE plan. Last month they told me in multiple messages my payment was going to be close to XXXX dollars a month. When I finally got my bill at the end of the month, suddenly without warning I am being charged XXXX dollars a month. I have messaged them through their website 5 times and gotten no response. I have called them 4 times and sat on the phone on hold, never getting through to speak to anyone. I can not and will not pay this incorrect amount. And I refuse to be held responsible for their incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 13090
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have spent more than 10 hours on hold with Mohela over the past month. I have tried to use their self-service site, but have not received the information I need. The website says that I have a payment due on XX/XX/2023However, I have also received a letter from Mohela that says my loan is in administrative forbearance. These XXXX things seem to conflict and I want to confirm if I have a payment due on XX/XX/23. I have also submitted a request to change my repayment plan. I can not get through to Mohela and worry if I will get accurate information ahead ofXX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46202
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Between XXXX and XXXX of XXXX, I sent several messages to Mohela via their online message feature requesting that in-school deferment status be removed from my account. Every response told me I needed to request in-school deferment removal in writing. On my final request, I asked to be directed to a form since none are listed on their website and noted that this was my third time requesting the removal in writing. On XX/XX/XXXX, I called Mohela and, after XXXX and a half hours, was told by a representative that the only way to permanently request the removal of in-school deferment is to call in, make the request, Mohela will XXXX send a form via USPS, and after sending it back, the deferment would be removed. I was told the form would be sent out immediately. On XXXX in the evening, I received several messages from Mohela stating my in-school deferment had been reinstated ( the exact opposite of what I was requesting ). On the next business day, XXXX I called Mohela and, after waiting XXXX hours on hold, was informed that the previous associate I spoke with entered the incorrect code and placed me back in deferment. Mohela does not have information anywhere on their website directing borrowers on how to request the permanent removal of in-school deferment status. I was only informed that there was a form after calling in and waiting hours to speak with a representative. Even after going through this process, the representative was able to enter a code and reinstate the deferment status without my consent and without my signature. Mohela offers several other forms via an electronic format, yet for some reason, this form must be sent via USPS, which only adds unnecessary delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-10-18
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: Trouble with how payments are being handled
Consumer Complaint: On XXXX I went into my account with Mohela to see if they processed my PSLF application and my recertified income-driven repayment plan. First, I was denied forgiveness under the XXXX program back in 2022. I was informed that my loans did not meet the XXXX payment requirement, in fact the notice said I made XXXX payments. I filed a complaint with the XXXX DOE and an appeal and was directed back to Mohela. I have submitted by XXXX XXXX times to document that my employment in the nonprofit sector continued well beyond XXXX and is still present. That form has been submitted XXXX times via email and I also recently completed it through the XXXX DOE and it was signed on XXXX. Mohela has ruled that my employment and payments are classified as " employment not certified ''? According to my calculations, I have exceeded the XXXX payment requirement. Second, Mohela changed my loans to forbearance without any authorization or request from me. There is very little explanation about this change. I did not request this nor ask for it. I understand that this is a tactic by loan companies to steer borrowers from moving forward with the XXXX. It was also interesting how this forbearance came forward after I recertified the XXXX under the XXXX program, after a newly calculated amount. My concerns are many but most importantly an error in their PSLF calculations and putting my loans into forbearance, which goes on my credit report. I am asking you all to respond and address these issues. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27703
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: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/ I received an electronic letter saying that 6 of my 11 of my loans were placed on administrative forbearance for the time period XX/XX/ through XX/XX/. On XX/XX/ I received a separate electronic letter saying that my other 5 loans were placed on administrative forbearance for the time period XX/XX/ through XXXX The time periods of the two forbearances do not match. I am worried about defaulting on the 5 loans with the forbearance ending XXXX because I still have not received a bill for any of my loans. Yesterday, I received an electronic letter saying I have been signed up for the SAVE program and and that the scheduled begin date for the plan is XXXX With that start date, I assume I will default on the 5 loans with the forbearance ending XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94596
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: Mohela currently incorrectly states on its website that those seeking public service loan forgiveness be employed at a qualifying employer on the date their loans are forgiven even though there is no such requirement currently. Currently, those seeking public service loan forgiveness need only be employed at a qualifying employer when they make their qualifying payments and when they apply for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been in constant communication with Mohela to make sure all of my PSLF-eligible payments are counted. In the course of this communication, they told me my payments for the first year after the repayment pause would be {$0.00}. I logged in one day to check my PSLF tracker ( which is still lacking 17 payments I have previously verified ) and noticed that my billed amount was now {$780.00}. I have not been able to get an answer as to why this change happened so suddenly or even if it is real. I have also not been able to get my PSLF tracker count updated to accurately reflect my payments over the years despite multiple phone calls and emails.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I paid my loan in full as soon as the student repayment resumed. At the time, Mohela had already added interest. I tried to contact them so I could get a payoff estimate without the added interest but it is impossible to contact them, and the payoff calculator page is not available anymore. They do not respond to calls or email messages. I have paid my loan in full and they are still charging me interest. I want the interest removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In preparation for repayment I paid a full month and some more in advanced because I wanted to prevent any interest from accruing. Since the repayment was supposed to be auto-debited and made on XXXX and I saw no payment I called and nobody answers but it says I am in delinquency. I need HELP, this is already too much, it is overwhelming and it feels like the handler is purposely sabotaging and trying to put us in default. XXXX and dept of education have said multiple times that this is not their jurisdiction and that Mohela is supposed to self-supervise and I can not complain to anybody else. The loan servicer JUST picked up the phone and say that even though I paid XXXX since XXXX this year ahead of the repayment date, they did not count it as a paid ahead and they failed to auto-debit my account ( that they had already confirmed they would auto-debit ) and threatened to put me in default. The agent said that the reason it may not have been charged is because since I paid ahead they decided not to charge me so they would not charge me extra but at the same time it does not count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My payment processor MOHELA is a mess. I signed up for auto debit over a month ago, when the return to payment communications went out. They didn't withdraw my payment as anticipated. When I went to pay it manually when I noticed it didn't come out a little over a week after it was supposed to withdraw, they had already tacked on next month. I just had to pay double what I expected to pay! They didn't hire enough people to cover the phones, so you can't get through. I used their site to re-sign up for auto debit. Hopefully it works this time. You shouldn't have to pay double for their mistakes and mismanagement!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80229
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A