Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Name : XXXX XXXX XXXX XXXX ) XXXX I originally applied for PSLF in XX/XX/XXXX with XXXX XXXX XXXX. I sent several supporting documents as my previous employers ( PSLF approved employers ) did bot have a local HR office and directed me to verify my employment via XXXX without a response. The last correspondence I had with XXXX XXXXXXXX XXXX was XX/XX/XXXX. In XXXX of XXXX I believe my PSLF application was transferred to Mohela. I again requested what information was lacking. I was told employer verification. I explained the situation again and also sent in my IRS wage transcripts for the last ten years. In XX/XX/XXXX I received a denial on the account a signature page that was faxed in XX/XX/XXXX was cut off via the fax. I was told by a customer service rep to copy and mail in my original application which I have done and was documented received. When I now log into Mohela I am no longer able to access any of my previous uploaded documents or see an account status. When I call to get an update they do not have one, it has been mentioned by a customer service representative that I must have been approved. However I can not get an estimated date of an approval letter for PSLF when I ask them. My loan services was XXXX and is current XXXX. XXXX is unable to give me any information when I call to inquire on transition of loans if approved for PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 477XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: MOHELA has changed my student loan payment amount three times now without notification. They have also switched me between XXXX and admin forbearance without notification. I set up autopay and then they more than double the due amount before my first payment was taken out. I checked the website two weeks before my XX/XX/20 autopay date to verify the autopay was still set up correctly to my checking account and it was {$260.00}. This was after a changed from $ XXXX months prior. When I checked my account today to ensure the autopay was processing and they didn't switch me back into forbearance again, I see the payment due is now {$560.00}. No notification about this and now the payment will be declined as I did not plan for this amount. I am also unable to get through to speak to customer service rep multiple times despite being on hold for hours. I have sent messages with an automated reply saying give them 14 days to respond, yet it has been months without a response. So I have no way of getting answers. I work a ton and do not have time to wait on the phone for hours or check my account weekly in case they continue to make changes like this with no communication. This is causing a ton of undue stress for months while I am working XXXX hours a week making limited government-funded residency pay while trying to train to be a physician. I wish there was another company to service my federal student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34482
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have attempted to contact MOHELA on numerous occasions to better understand my monthly payment options and what repayment will look like for me. They have sent generic messages and kept me on hold for hours and when I was able to speak with a representative, they were unable to provide me any relevant information other than to just " submit the online application. '' I find this to be a highly suspect system- where it takes a month to receive an electronic response and when you speak to someone at the company, you are not able to actually receive the information that you need and even more, unable to be transferred to someone you could speak to. I would also like to complain that they are DOUBLE reporting my student loan debt to the credit bureaus and they have given me the runaround on being able to resolve this issue. They claim that this was resolved last XXXX and my credit reporting agency denies this ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98168
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/ I received a letter stating I was being placed in deferment for reentering school ( XXXX ) part time. Because of this they are still charging me interest monthly but not taking any money out of my account which now means I owe more money than I owed before. There is no way to get out of this on the website and I tried to get a response from the company and have not. I also am getting charged more interest than what it says on the amortization schedule on their website. According to the schedule my first payment should have been XXXX towards interest and I was charged XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55434
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a letter from Mohela saying : " Your 12-month period for income-based payments under the Pay As You Earn ( PAYE ) plan is due to expire. Recertify your income and family size now to calculate monthly payments under this plan for another XXXX period and avoid missing the recertification deadline of XX/XX/XXXX. If we do not receive your renewal request in time, or if your request does not result in a partial financial hardship, your payment will adjust to approximately XXXX. '' The student aid website says : " If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' When I called Mohela to ensure that my recertification date would be pushed out 1 year as described on the student aid website, I was given opposition and that this is not possible. I spoke with a few representatives who said they would submit a request to push my deadline and that I would hear back with the result. However every time I called to get an update on the request, I was told the paperwork was not submitted correctly and that my deadline is XX/XX/XXXX. Upon asking for clarification after several phone calls and XXXX on a single phone call I was then told that the date on the letter I received was only a " soft deadline '' and that the real deadline is XX/XX/XXXX because that was my XXXX anniversary date. However on XXXX 's website my anniversary date is XX/XX/XXXX. Mohela will not say where the XX/XX/XXXX date came from. When I asked to speak with a supervisor, there was not one available for me to speak with. I now have less than one week to try to have the servicer bring their policy in line with student aid 's and am being told that I will not hear a result or get additional documentation clarifying my deadline until after the deadline on the letter I received. This last time I talked with XXXX XXXX and was unable to speak with her reporting supervisor was XXXX XXXX. It seems like Mohela is being very disingenuous and likely against federal policy in their dealings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59715
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I submitted my income during repayment ( IDR ) application on studentaid.gov in XX/XX/XXXX. It was then processed by studentaid.gov in 2 weeks and sent over to MOHELA for processing. I received two letters from Mohela the first stated that my form was received and the second stated that I was placed on the SAVE plan with a monthly amount that I would pay. Since that time I have been removed from the SAVE plan, my selected payment plan ( which was in effect throughout the payment pause ) the repaye plan, and placed on the level plan. This was done without my knowledge or consent and without my IDR being calculated. I have contacted mohela multiple times to inquire why I was placed on the level plan and not kept on the repaye plan, so that I would have a repayment amount that would be affordable. All of the representatives I spoke to confirm that I was on the repay plan, and they were not aware of why I was taken off of this payment plan and placed on the level plan. None of the people I have spoken to, which include a supervisor were able to answer my questions. They were not able to give me an accurate timeline for when my IDR would be calculated. I have received multiple letters from Mohela with conflicting information and new processing dates.It has been almost 6 months and now I received a bill stating that I will have to pay over {$5000.00} a month starting XX/XX/XXXXXXXX XXXX XXXX I explained to the supervisor that I spoke with that {$5000.00} was outside of my ability to repay, and I requested that my IDR calculation would be fast tracked and that my account be placed into administrative forbearance. She stated that she was not able to do either. I inquired why I was not placed in administrative forbearance, as it was MOHELAs responsibility to calculate my IDR within the timeline that they said, for, after it was submitted to them by studentaid.gov. She was not able to answer that question. Im currently on the public service loan forgiveness program ( PSLF ) And these months that I have not been able to pay, do not count towards my public service loan forgiveness payment counts. MOHELA is refusing to place me on administrative forbearance while they calculate my repayment amount under the safe plan that I applied for. I have lost six months worth of payments, and now my public service loan forgiveness timeline has been pushed back six months. I am being punished for their inability to complete the tasks that have been set for by the federal government. I work as a XXXX XXXX XXXX, and this whole situation has caused a lot of mental anguish, frustration, and fear. I chose to XXXX XXXX because I wanted to help my community and now this whole situation is making me rethink working as a public servant, and as a XXXX XXXX XXXX in my community. I want to pay my loans back, but I would like mohela to allow me to do so in a way that doesnt financially burden me and cause me undue stress. Please help me Im not sure what to do at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called Mohela XXXX and asked for information on how to update my credit reports to the current loan status of Closed Account/Paid in Full with a XXXX balance. The customer service representative said it would take 30 days to update my credit report, and to just wait. Mohela had emailed me documentation stating my account was Paid in Full with a XXXX balance on XXXX. The Mohela website states, " The status of your student loan ( XXXX ) is reported monthly to the nationwide consumer reporting agencies. '' Discharged loans will be reported as " paid in full '' upon your loan status reflecting as " paid in full. '' I checked my XXXX XXXX at all three credit reporting agencies as of XXXX ( XXXX, XXXX, and XXXX ) and my Mohela account has not been updated since XXXX, as per all three reporting agencies. My credit report still states, " Current/Pays as agreed '' and that information is incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I believe Mohela has mishandled my student loans and my IDR request. I submitted a request for loan consolidation on XX/XX/2023 which included a request for the PAYE plan. The consolidation has gone through, however the IDR request is still pending. I called Mohela in XXXX regarding my pending request and I was placed on an administrative forbearance to allow this to get processed. Since then, I have been placed on the level plan and I am still waiting for my IDR plan to get processed. My monthly payment is astronomical compared to my anticipated IDR payment plan. I have since called and message Mohela in XXXX to still have no updates. Now I have a payment of {$1900.00} a month and it is showing I am past due over {$5800.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60302
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Greetings, Upon on the resumption of student loan repayment I was given an administrative forbearance which was set to end on XX/XX/year>. Prior to the end of this period, Mohela sent me bills that was due prior to this date. I sent email requesting why this has happened? I got an email expressing months after my first email expressing that they we are experiencing delays in responding to emails. I later got and email stating that the question was too complicated for a written response, and I need to call a customer service agent. I applied to XXXX program to reduce my payment amount. My application was processed, and I was offered a repayment amount of {$200.00} per month. The bills that Mohela started generating in XXXX amounted to {$410.00} instead. I sent email requesting why this has happened? I sent email requesting why this has happened? I later got and email stating that the question was too complicated for a written response, and I need to call a customer service agent. In conversation with Department of Education, I was told that my XXXX application and Employer Verification information was still missing and was not sent to them by Mohela. As such, my PSLF considering for loan cancellation could not be considered. I would like some assistance with addressing this matter with Mohela and the Department of Education. I sent all of the Department of Education and opened a case on the matter ; however, to date there has been no response. Thank You, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11692
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have spent an hour and a half on hold waiting for a representative to inquire about correspondence sent to me by MOHELA, and I am still on hold. It is unacceptable for student loan servicers to have wait times in excess of XXXX minutes, especially considering the amount of money they are making off of students and graduates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97233
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A