Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XXXX XXXX I made a payment of {$660.00} to Mohela. I did this because had received a notification that day stating that my auto-debit withdrawal had not been processed on XX/XX/, and I was under the assumption that the payment was already deducted from my account. I did not expect to have missed a payment and I would have clarified this earlier. I went to pay the amount for both months due as my monthly fee is {$330.00}. However, when I made the payment, I realized that the entire amount went toward the " interest '' and was not applied to my principal. Consequently, I had to make an additional payment of {$660.00} on XX/XX/XXXX to apply it to the principal. This situation was quite unclear and confusing to me. Now I have paid a total of {$1300.00} in XXXX month which has lead to hardship
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18015
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Trying to refinance my student loan to a lower Graduated Payment plan, and it's been over XXXX weeks, can't get a hold of service rep, only once and they apologize for taking so long.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92656
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: Problem with customer service
Consumer Complaint: I have been trying for 2 weeks to get someone in customer service to answer questions about my repayment and I have been on hold for 1-2 hours. I am unable to get anyone live at all to talk with and now I have another bill that is due in 2 weeks that is in a repayment status that I didn't request ( I have requested XXXX for all of my loans and this one is listed as level ). It is so extremely frustrating to be told I owe money but not be able to talk with anyone about the problem. I can't even request a forbearance while I work this out because I HAVE TO TALK TO SOMEONE. The more research I have done shows that MOHELA is HORRIBLE with customer service and getting someone on the line. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43110
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: Received bad information about your loan
Consumer Complaint: My student loans were currently on public loan forgiveness and I was set to begin making qualifying payments once the loan pause was ended. I also completed a borrower defense case against XXXX XXXX XXXX on XX/XX/2022. In the application I checked off the box saying I did NOT want my loans put into a forbearance during the time it is being reviewed. My loans were put into a forbearance anyway without my consent. The wait times for a phone call are over XXXX hours when I call and I have not been able to get a hold of anyone by phone. I have sent XXXX emails to MOHELA trying to get it fixed and response takes a long time and has not fixed the issue. I have also received communication that they sent me the incorrect payment amount initially and will be sending me a new amount. This is impacting me being able to make my qualifying payments that count towards my public student loan forgiveness which then impacts when my loans will be forgiven. The attached form shows my borrower defense application and where I checked off that I do not want the loans placed into a forbearance during the processing time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 032XX
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: In XXXX of XXXX I requested a refund from MOHELA for the payments I made on my student loans during the XXXX XXXX. I was told shortly thereafter that my refund request was granted and that I would be receiving a check within the next XXXX days. I never received a check and called MOHELA twice over the summer XXXX and was essentially told to wait longer. I still hadn't received the refund and called again last week ( XX/XX/2023 ). I was then told that I would need to resubmit the request but they did not give any clear reason for this. This is a substantial amount of money and I have really needed it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68105
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: Received bad information about your loan
Consumer Complaint: I applied via fsa for the SAVE IDR plan for Mohela. I realized that my classes were going to start after my first payment was due. I applied before my first payment was due. I submitted on XX/XX/XXXX. I called mohela about a week later to make sure that it was okay, and that their taking a long time to decide wouldn't effect my repayment should I be denied or accepted. The rep told me she sees the pending application and should I be accepted or denied, I will not be penalized by being past due, period, and since I'm starting classes again it should be fine. Today, XX/XX/XXXX, I recieved a bill in my email stating I'm past due since XX/XX/XXXX. My SAVE IDR plan was approved for XXXX dollars for 12 months on the XXXX of XXXX. I called today, XX/XX/XXXX, and waited on hold for almost 1 hour and 45 min. I was then on hold in 2 min intervals with a rep trying to see if she could put in some kind of request on my account, and that I should not have recieved a past due bill for another 45 min. The rep finally came back and said she got in contact with someone who could answer, and that another brief hold was necessary. I said sounds great, thank you! And then there was silence, the hold music played and the line disconnected. At the start of the recorded call, I was asked to confirm my phone number, and then was asked if the line were to disconnect can they call me back. I gave a very enthusiastic " yes please '' it has been over 45 min since then and I have recieved crickets. I am on hold again with them now and beyond frustrated with their abysmal service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
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: Problem with customer service
Consumer Complaint: My current student loan servicer is MOHELA. I received an email from MOHELA on XX/XX/2023 that instructed me to call in to discuss available options to bring my account current. Since that time I have called MOHELA several times, including 3 times on XX/XX/2023 and once on XX/XX/2023. Between these phone calls I have been placed on hold for over XXXX hours and each call resulted in the line being disconnected rather speaking to a representative. Their automated phone service says that I can arrange to get a call back rather than waiting on the line, but I tried this several times and never received a call back. I also tried to call MOHELA earlier than that, on XX/XX/2023, which was not successful after I was told the hold wait time would be over XXXX hours. I find this to be an outrageous use of my time. I work full time and the time I can not afford to be on hold for over XXXX hours. It was MOHELA who instructed me to call them, and yet they do not appear to answer phone calls. They also provide no email address for communications. They are telling me they are sending debt collectors but I have had no opportunity to speak with someone about my issue ( which, on a separate note, appears to be that the payment was sent to the wrong account )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75231
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello! I'm reaching out again because complaint # XXXX filed on XX/XX/XXXX, has not been resolved. I'm still waiting on the full detailed payment history on my loans to understand why interest accrued. I checked my online account today with MOHELA and saw that interest started accruing again since the start of repayment last month, but it seems to me that interest should not be accruing on the XXXX plan based on changes made by the Biden Administration. I've spent countless hours on the phone with MOHELA and with XXXX. XXXX XXXX was my previous servicer until early this year. MOHELA says the interest occurred under XXXX XXXX ' watch and said that I needed to call XXXX which now owns XXXX XXXX in order to obtain payment history. XXXX insists the full payment history was sent to MOHELA with the loan and that, because XXXX retained nothing, it was unable to send me the payment history. I'm in a loop going back and forth with no resolution. Please see below for my note that I sent to MOHELA today using their online messaging system from my account, and please assist me in obtaining the detailed payment history for my loans. Thank you. -- - Hello! I have spoken with your team multiple times requesting a full payment history on my loans to understand how I ended up with accrued interest in the transfer of my loans from Great Lakes to MOHELA. I also spoke with the new owner of XXXX XXXX, XXXX, to see if they could provide the history. XXXX assured me the history was sent over to MOHELA with the loans. XXXX did not retain information about my loans. I've received communication from MOHELA, but none of that communication includes any detail whatsoever as far as the actual payment history on the loans. Today I checked my account and noted that the amount of accrued interest increased from {$1200.00} on XX/XX/XXXX, to {$1400.00} today. I was assured by a supervisor at Mohela that the interest would not capitalize when loans entered repayment after the pandemic pause. I don't understand how it's growing interest at this point given the changes enacted by the Biden Administration. See below for the excerpt from the website your team provided to me to educate myself on the XXXX plan. I've made many, many phone calls ( and spent a ton of time on hold ) trying to get this resolved since XX/XX/XXXX. Please mail me the full payment history on both of my loans to my mailing address on file ASAP, please. I want to see the full detail for the history of the loans. Also, please provide me with an explanation for why further interest is accruing since the loans entered repayment last month. You can include that with the payment history or message me back here on this platform. I'll reach out to the CFPB again regarding this issue as well. Thank you. Regards, [ REDACTED ] https : //studentaid.gov/announcements-events/save-plan The plan eliminates 100 % of remaining interest for both subsidized and unsubsidized loans after a scheduled payment is made under the XXXX XXXX. If you make your monthly payment, your loan balance wont grow due to unpaid interest. For example : If {$50.00} in interest accumulates each month and you have a {$30.00} payment, the remaining {$20.00} would not be charged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: the constant mismanagement of student loan debt. I have had XXXX, XXXX XXXX among with others and now passed on to them who are doing the same XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I believe Mohela has mishandled my student loans and my eligibility for the XXXX XXXX XXXX. They have erroneously processed my IDR Forgiveness incorrectly. My loans were consolidated on XX/XX/XXXX and completed a consolidation add on form on XX/XX/XXXX. I received confirmation from XXXX dated XX/XX/XXXX that it was received and processing, and the balance of my XXXX loans with MOHELA increased by XXXX while the balance of the loans included in the add on form reduced to XXXX. My Federal student loans with MOHELA were forgiven through the XXXX XXXX time adjusmtent, however the XXXX that was added on to the consolidation was not included in the forgiveness. With the XXXX time adjustment I should have credit for all periods prior to the consolidation for the full balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A