Date Received: 2023-10-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On the evening of XX/XX/XXXX, I received an " Auto Debit Payment Reminder '' email from MOHELA stating that my student loan payment would be withdrawn on XX/XX/XXXX. However, I had not received a bill from MOHELA, so did not know that my due date was XX/XX/XXXX. Per email communications from both MOHELA and the XXXX Department of Education, student loan payments would be due for most borrowers in XXXX and we would receive a bill, with payment amount and due date, at least 21 days before the first payment was due. I did not, and still have not, received such a bill for the payment withdrawn on XX/XX/XXXX. On XX/XX/XXXX, I received a billing statement for the payment due XX/XX/XXXX. On XX/XX/XXXX, I called MOHELA and spoke with a tier XXXX rep named XXXX, who informed me that the " Auto Debit Payment Reminder '' email I received the night before the payment was due was the same as the billing statement that I should have received at least 21 days before the due date -- basically, that I did not receive a billing statement because I was enrolled in Auto Debit. Nowhere on MOHELA 's website does it say that enrolling in XXXX XXXX means that you will not receive a monthly bill. Under the FAQs, " Yes, we will send a monthly reminder while you are signed up for XXXX XXXX. '' is the answer to " Will I still receive monthly statements while signed up for auto debit? '' A reminder is NOT the same as a billing statement and this answer is misleading. Furthermore, since repayments are starting again after nearly 3 years AND my loans were transferred to a new servicer in that time, I should have received a bill whether or not I was signed up for Auto Debit. I had no idea that a payment was being withdrawn until the night before, which is completely unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had some optimism at first about this new loan servicer in hopes that they would be more responsible than the student loan caretakers before them. That unfortunately ended quickly. 1, The first issue is that Mohela has my monthly payment hugely wrong since I took time off to take care of a family member last year and didn't make near what I usually make in income. And I can not get through to them due to terribly long wait times. It also seems like they have literally taken away the option to message them as when I try to it just dead-ends into another page that has nothing to do with messaging. 2. The second issue is that I requested a refund from Mohela before the deadline on XX/XX/23 for a refund of a student loan payment I made during covid. I messaged them through their messaging system and also talked to an agent that day who said he would put in the application for me and that it would take a couple weeks to get back to me. However, on XX/XX/23, they emailed me that the deadline had passed and since I had not requested before the deadline, I was not eligible. On XX/XX/23, I messaged them and said that they were clearly wrong and it was unacceptable since my first message even has the date of XX/XX/23 which was the deadline date. I also talked to a representative that day and he said that he was putting in the application and it wasn't late. They never responded to this message and their strategy seems to ignore issues that they cause. And now they have taken away the option to message them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 926XX
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: I was placed on an administrative forbearance I did not request. I am currently under the Public Loan Service Forgiveness ( PLSF ) program. I have not made any requests to change my payment plan or for a forbearance of any kind. I made my recent loan payment on XX/XX/2023. On XX/XX/2023, I received a letter dated XX/XX/2023 stating that my account was placed in an administrative forbearance beginning XX/XX/2023 through XX/XX/2023. After 2 phone calls of over XXXX hours each, I was able to get in touch with Mohela who told me the forbearance was placed because my payment plan, which was previously IDR, was changed to the SAVE plan because IDR is no longer payment plan option and the forbearance was due to processing. I previously received a letter in XXXX notifying me my payment plan is now the SAVE plan. Mohela was able to remove the forbearance but stated my XX/XX/2023 payment will not count towards my PLSF since I was place in a forbearance during that time. It is unacceptable that I was placed on a forbearance I didn't ask for and for a plan I didn't ask to be moved to but was moved to automatically by Mohela over a month prior. It is unacceptable that I was notified of that forbearance 13 days after Mohela placed me on it and after I had made a payment. It is absolutely unacceptable that now my recent payment and the month of XXXX when I am employed with a qualifying employer will not count towards my loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
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: Received bad information about your loan
Consumer Complaint: I called MOHELA on XX/XX/2023 to correct my student loan repayment amount, as I had received multiple bills in the mail that showed DOUBLE the amount calculated by Studentaid.gov. After waiting on hold for THREE HOURS, I finally reached a representative. She agreed to put my loans in processing forbearance, but when I asked for email confirmation she put me on hold. The call was then DROPPED, and I was left with no evidence that the forbearance was given. MOHELA is a shameful excuse for a company.
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 non-monetary relief
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: XXXX XXXX center ignoring/not resolving/not providing updates as to updated their errors made regarding student loan forgiveness. Not completing required tasks on their end to ensure the loan forgiveness was processed correctly and accurately. Mohela ignoring/not resolving/not providing updates as to updated their errors made regarding student loan forgiveness. Not completing required tasks on their end to ensure the loan forgiveness was processed correctly and accurately. I have filed complaints, requested " escalation to ombudsman '' as I was informed to do. I submitted documentation as requested within time frames required. I have called both Mohela and XXXX XXXX multiple times with no success. Requests not completed entirely to refund all payments made during the covid pandemic forbearance as requested. I continue to be told to be patient and " give it time '' when I have had to take time away from work and have taken hours upon hours to follow up and attempt to get these issues resolved. The escalate to ombudsman did not even work, so no advocate to help. I sent them an email a month ago, still no response. They were supposed to follow up with me as they were investigating and I have yet to have anything other than we are still working on it and that was on XX/XX/XXXX that they were still waiting and would update in 15 days and they have not. I am constantly sent back and forth between both entities, being told different tasks to complete and complete them as requested with no success. These issues are all over someone not doing their job and counting what was submitted as requested in to my payment counts for student loan forgiveness and forgiving the loan and " canceling '' the updated PSLF application that was submitted as requested in XX/XX/XXXXXXXX XXXX ( yes, a year ago ) and approving the documentation I was told to submit, but not processing that documentation to correct payment counts to include several years of qualifying payments, which result in my loans meeting qualifications much earlier than were counted, which I am owed a significant amount of money, several years worth as well as refunds for payments made during the COVID pandemic since I only received XXXX of those payments. I have large amounts of letters/dates/times/conversation notes as well as letters/emails/correspondence from Mohela and XXXX XXXX that can be provided, but there is so much it is unable to be uploaded in area provided on site.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61701
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 have identified 41 months of eligible employment between XX/XX/XXXX and XX/XX/XXXX that have not been credited to my Public Service Loan Forgiveness ( PSLF ) account. I am requesting a review and inclusion of these months towards my PSLF eligibility as it would bring my total qualified payments to XXXX, surpassing the XXXXpayment requirement. Additionally, my student loan repayment began in XXXX, and consistent payments have been made, meeting the 20-year payment threshold for Income-Driven Repayment ( IDR ) forgiveness. Can someone let me know why I have not received either IDR or PSLF cancellation of my student loan debt? These issues are the direct result of bad faith acting on the part of loan servicers. The PSLF waiver and IDR adjustment were the government 's way of acknowledging the unfair practices of the loan servicers and were supposed to compensate for the widespread malfeasance of these services. Yet I still have not been granted the counts that should allow me to finish my obligations and have my debt canceled. I've done my part to complete the 10 years of public service that the PSLF program required AND I've been paying for more than 20 years which the IDR program required, yet there is no relief. Just more bad acting on the part of the new loan servicer. It is impossible to navigate this system, more qualifiers come out each week on the student aid site and yet I can not manage to get free of this spiderweb.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85051
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Payments for student loans begin this month, and we were told that 21 days before payments, we would be given a payment date and amount from our servicer. However, this is XX/XX/XXXX and I still haven't received any of this information. On my account right now, the payment date is blank and the payment amount is still {$0.00}, despite the account accruing {$1100.00} worth of interest already. I contacted the servicer on XX/XX/23 and they said they would respond in 3 days and they still haven't gotten back to me. I've called them multiple times, however their lines are so busy that I've been on hold for over an hour, gotten disconnected, and thus haven't spoken to anyone. I would just like a payment date and amount, please. If not please transfer me to another government provider who can handle this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was sent a paper letter from Mohela on XX/XX/2023 indicating I was on administrative forebearance from the period of XX/XX/2023 to XX/XX/2023. Today XXXX/XXXX/XXXX I checked my online account and noticed Mohela had generated a bill and a due date of XX/XX/2023 within the last few days ( as I check my account regularly ). I have not been notified digitally nor by regular mail of this due date. In addition, this payment was generated during the aforementioned administrative forbearance period as indicated on the correspondence I had received. Had I not checked for myself I would not have been aware of an upcoming payment date. This is unacceptable. In addition I submitted a XXXX E-Sign Employment verification as I normally do which was submitted to Mohela on XX/XX/2023. It is now almost 70 days post my submission and my payment count has yet to be updated. This company 's lack of communication is unacceptable. I have never delt with this level of incompetence in the over XXXX years I have been enrolled in XXXX. I hope you can assist me, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11735
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela has told me that they do not have permission to count payments from XXXX to XXXX. That say navient my original loan service records a consolidation in XXXX but indicates no payment from XXXX to XXXX which mohela notes is strange. But they wait for federal student aid to give permission to count below XXXX. Federal student aid has not acknowledged my requests. The ombudsman can not help me. My XXXX XXXX XXXX tried to intervene but no avail. This has been going on for 2 years
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/23, MOHELA messaged and stated that my account was going into administrative forbearance for the period XXXX. They then reneged on this action. Not only was the forbearance not requested or approved by myself, the decision to end this forbearance was not conveyed in a timely manner. The flip-flopping nature of MOHELA 's loan administration has put strain on me financially. Indeed, I had planned for payments to resume, then was told they would not when the forbearance was issued ( without consent. ) Now that I find the forbearance has ended suddenly ( without notice, ) I'm liable once more and the money has been budgeted elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14020
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A