Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA sent me a bill dated XX/XX/XXXX that my first student loan repayment was due by XX/XX/XXXX. I paid this on XX/XX/XXXX, though it was well known that student loan payments were not to resume until XX/XX/XXXX. On XX/XX/XXXX, MOHELA acknowledged this error and gave instructions to " request that we refund it back to you or apply it toward your XXXX bill. The quickest way to submit your request is to log in and submit a Secure Message on mohela.com. '' On XX/XX/XXXX, I submitted a secure message to MOHELA to apply my XXXX payment towards my XXXX bill. MOHELA 's website says it will take 3-5 business days to receive a response. As of XX/XX/XXXX, I have not received a response. My XXXX payment has not been applied to my XXXX bill. I have received overdue notices and threats that my account may be transferred to a debt collector. When I try calling, the wait time is regularly 30+ minutes. I request a call back and do not receive one. In fact, I have never, ever been able to speak to a human being at MOHELA about my account since it was transferred to MOHELA in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46062
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to express my utmost dissatisfaction with the recent experience I have had with Mohela. I am a customer with and I have encountered a series of issues that need immediate resolution. The problem started when I received a notice from Mohela indicating that my automatic withdrawal was approved. In light of this, I contacted the customer service department to confirm and ensure that the necessary steps were in place to process this transaction correctly for the month of XXXX and was told that it would take effect in XXXX and no payments on my end are needed via manually. Unfortunately, I have faced significant challenges in trying to rectify this situation. Over the course of XXXX weeks, I called your customer service line XXXX times, waiting for extended periods on hold, which lasted over XXXX hours during each call. To my dismay, the representatives I spoke with on these occasions not only failed to resolve my issue but also claimed that they had no record of my previous calls. The level of inefficiency and inconsistency in your customer service is truly disappointing. Additionally, during XXXX of these calls, I requested a change to my due date in order to accommodate the miscommunication and error that Mohela had caused. Regrettably, I was met with further frustration. After an additional hour on hold, I was informed that my request would not be approved, and my request to escalate the matter were refused. This blatant disregard for my situation is not only unprofessional but also unacceptable, given the circumstances. I understand that errors can occur in any organization, but the way these issues have been handled Mohela 's customer service department is nothing short of frustrating and unacceptable. As a customer, I rely on accurate information and efficient support to manage my financial obligations. I kindly request that you take immediate action to rectify this situation. I expect the following : An investigation into the handling of my previous calls and the recording of customer interactions. Approval of my request to change my due date effective immediately to accommodate the miscommunication caused by Mohela. Improved training for your customer service representatives to ensure that such errors are minimized in the future. An apology for the inconvenience, frustration, and wasted time I have experienced during this ordeal. I urge you to address this matter promptly. If no resolution is reached, I will be forced to escalate this complaint further, including reporting my experience to relevant consumer protection agencies and seeking legal advice. I hope we can resolve this issue amicably and avoid any further complications. I look forward to your prompt response to this complaint. Please contact me at [ Your Phone Number ] or [ Your Email Address ] to discuss the resolution of these issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90815
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act this creditor has violated my rights under 15 U.S.C 1681 section 602 A states, that I have the right to privacy 15 USC 1681 section 604A section 2 also states a consumer reporting an agency can not furnish an account without my written instructions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was put on administrative forbearance against my will. As a result, I paid over {$600.00} in interest without that being a qualifying payment for PSLF. If the company is not able to do their job, the financial penalty should be their burden. It is impossible to get through to customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53211
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I started my student loans in XXXX. I am currently in PSLF. I do not believe my count is correct. I have spoken to Moehla about 15-20 times regarding my loans since XXXX of this year. They have told me to contact Federal Student Aid to inquire about the discrepancies. Mohela has acknowledged to me that I am missing payments and the update to my account through IDR one time update. Last Friday, I spoke to a customer service operator, and he asked me questions about my account and said that he does see that I am missing payments. He assured me that it would be fixed by Tuesday of this week. I contacted Moehla again on Tuesday. My payments keep coming back to me, but my account and routing numbers have not changed in over ten years. I finally sent them a check through my bill pay because I will be late on payment soon. The customer service operator told me that the previous customer service operator could not of told me the truth about my account because they can't see before XXXX ( the year that I signed up on FSA and they consolated my loans ). I was told to contact FSA again, which I did, but the operator would not offer me any assistance. I feel like both companies/ organizations are telling me to contact each other, both not offering any correct assistance to me. I downloaded my data off of FSA and it did show that I have over 130 months in repayment and over 48 months of forbearance. Any help that you can offer would be much appreciated. Thank you..XXXX XXXXXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07430
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of XXXX I submitted signed certification of XXXX and XXXX XXXX counts. I worked for a state agency in the past that qualified under the XXXX and submitted the verification in the required time frame along with current employment information of my current XXXX employer. I submitted these documents in XXXX of XXXX. My payment counts towards my XXXX were never updated. I sent an email to my student loan servicer in XXXX of XXXX inquiring about my updated payment counts and when I could expect to see accurate payment counts reflected on my account. It said they would reply in XXXX business days. I have yet to receive that reply and my payment counts are still not updated. When I look at submitted documents in my account it shows those certification forms as " duplicates. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99004
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The FedLoan is reporting that I was 90 days late in XX/XX/2019 and 120 days late in XX/XX/2019. This matter is incorrect. In XXXX of 2019, I recently completed my income-driven payment plan. The information reported should not be on my credit report. This was also during a time of medical hardship, I was diagnosed with XXXX XXXX and had to have major XXXX. I qualified for the Income-Driven payment plan, and I was told that my account would be backdated and updated to current. That also included my payment history to the credit bureau. As you can see in the attached document, the reporting makes no sense. It goes from current to 90 days late, etc. I request that this payment history be updated to reflect a current payment history. I tried to contact the creditor with no success. My loan has been sold to another loan servicer and my request was disregarded. I tried to explain to the new loan servicer that this reporting of my payment history was incorrect and asked for it to be updated to reflect that it was current. They stated that they were unable to update this payment history because the debt belonged to FedLoan at the time of reporting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75212
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have a new student loan service called Mohela. I have tried 10 times to speak to a human being. I never got through. I held on the phone for hours. I am XXXX XXXX XXXX. I am retired. I was in an Income driven plan before the pandemic pause. Now I recieve a monthly bill of {$440.00}. I can not pay this on my SS check. I also think I qualify for loan forgiveness because I worked for XXXX not for profit organizations. I submitted those forms. My bill is due tomorrow and I can not get a hold of anyone at Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have tried several times this year to speak with customer service about incomplete information and confirmation of XXXX application. Also, on the online portal they are claiming I have a duplicate formwhich there is no reference or copy of the original form for XXXX. Finally, my college has submitted a form for deferment a month ago and my account has not been updated. I should be in deferment but they are still requesting payment. Ive sent messages through their contact portal and it says to expect a return message within XXXX business days and I have yet to hear from someone to correct, confirm, and discuss my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 274XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: When the XXXX waiver became available I applied, sent in the required documentation and received updates on how many payments would be eligible under XXXX. This took approximately 9 months. In XX/XX/XXXX I requested an update on the payments listed as ineligble due to forbearance/deferment. I made XXXX phone calls to MOHELA with each one lasting 2-3 hours waiting on hold to speak to a manager because this was an issue that needed " elevation '' I was told. During calls I received a different answer to why these payments were considered " ineligible '', I was told that payments in forbearance or deferment would be counted in the XX/XX/2023, then in XX/XX/XXXXXXXX. I was told my payments didn't count because I was defaulted for nearly 36 months. I have no record of my loan being defaulted between XXXX. I never received a letter or notification via email nor a call from my servicer at the time, XXXX saying that. My loan was defaulted in XXXX during a period of Leave Without Pay status, I worked with the Debt Management Center during this time to put it back into Good Standing. MOHELA stated they contacted the Debt Management Center, where all defaulted loans are placed for the time period in XXXX and no information was present, I contacted the Debt Management Center and was told my loan was not forwarded to them until XXXX. To date no one can give me an answer on where my XXXX XXXX was during that time period and MOHELA 's website states it was " in forbearance/deferment '' which is not the same thing as " defaulted ''. My payment count to date is XXXX ( see attached materials ) and my loans could be forgiven at this time however it shows XXXX payments remain. I was never notified that my loan was even approaching default, no documentation has been found by myself nor MOHELA to indicate that it was in default. I am being penalized for items out of my control.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A