Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: They had missed up my SAVE plan and PSLF payment by excluding a loan from repayment. I contacted them in writing to make the correction to reflect all loans in repayment, and get the correct amount for payment that was due XX/XX/2023. That was on XX/XX/2023 then again XX/XX/2023 then again XX/XX/2023. There were no correspondence or any information. All they did was put my account in forbearance. I sent two more written requests on XX/XX/2023 and XX/XX/2023. I also filed a formal compliant with the Federal Student Aid as appropriate. To date, nothing has been done to correct the issues. I am happy to make payments and be in Repayment under my SAVE plan and ensure my payment count toward PSLF is credited/honored. Currently this is not the case as MOHELA accepted a payment and did not credit towards PSLF or give me any reason why i am in forbearance. It also says my Forbearance will be for 1095 days. If they are forcing forbearance then I would like to confirm that every month will be credited for PSLF with or without payment since they are illegally forcing my account into forbearance and not explaining why, affecting my PSLF count and making it impossible for me to have hope on my student loans being forgiven one day. I am only XXXX payments from meeting my PSLF requirements ( really it is down to XXXX - because I have XXXX " ineligible payments '' due to forbearances that was not credited as per FEDERAL LAW ) I also have requested this to be corrected in writing as well, with no action to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77006
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Situation : Administrative Forbearance is being erroneously or fraudulently applied to my account by MOHELA. Background : At XXXX XXXX XXXX XXXX on XXXX, I spoke with XXXX XXXX MOHELA employee # XXXX ). I told XXXX, I do NOT want ANY type of forbearance or deferment to be applied to my account, or any other actions that will negatively impact my chances of achieving PSLF as soon as possible. In 2012, fedloan Servicing misguided me and placed me on Administrative Forbearance, and it is currently hurting my changes of PSLF for those months I worked for a non-profit. XXXX XXXX, after speaking with his supervisor XXXX ( MOHELA employee # XXXX ) : There wouldnt be an automatic processing forbearance for what Im asking. Its only when going from IDR to traditional or traditional to another traditional payment plan. [ Administrative forbearance ] would not apply when going from one IDR to another IDR plan. Assessment : Steering and manipulative practices to keep borrowers in debt and not qualify for PSLF continues to happen, like it did with my previous loan servicer ( XXXX XXXX ) in 2012. It benefits MOHELA and others like them to keep borrowers in debt ; hence why the automatic forbearances, which harms chances of meeting PSLF, are dubiously and quickly applied. Request : MOHELA : Please do not start AND remove any forbearance from my account. As stated, multiple times, I did not ask nor do I want anything that will disqualify me and my payments from achieving PSLF. Consumer Financial Protection Bureau, U.S. Dept of Education, and our elected officials should investigate MOHELA for these dubious practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78542
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Made an online request XXXX to change payment plan from traditional payment plan to the graduated extended plan. My payment on the traditional plan is {$500.00} which I can not afford. The graduated extended plan would be an estimated payment of {$160.00}. As of XX/XX/ my payment plan change request was still processing. I attempted to call Mohela to see if I could correct this, the wait time was over an hour. I sent them an online message with this request XX/XX/ which still has not been answered. On XXXX I attempted to call them again as my payment was now past due, after waiting on hold for an hour. I got a junior representative to answer I explained my issue and she told me she would have to transfer me to a senior representative as she could not assist me with this issue. She put me on hold to transfer me, and then the automated system stated that their office was now closed. After my failed phone call I got online and submitted another payment change request. Today XX/XX/23 my wife is still on hold with them after XXXX hours and XXXX minutes. After XXXX hour XXXX minutes she had a junior representative answer and tell her the same thing I was told on Friday. They have transferred her and told her it should only be a XXXX minute wait when she was transferred the automated system stated the wait time was XXXX minutes. She has now been on hold nearly an hour with no end in site. In the meantime I am still in limbo with a late payment and interest rapidly growing while we wait on hold with no answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans are serviced with MOHELA. I have needed to submit 3 requests to have the SAVE plan on my account. My income is ~ {$93000.00}. My first application put me on the PAYE plan instead of SAVE, so I had to submit it a second time. For my second application, I just received a notice that the monthly payments will be > {$2000.00} a month on that plan. That number is absolutely incorrect based on Mohela 's estimator, my self-reported income, and the Federal Student Aid estimations. I resent a THIRD one today through studentaid.gov with proof of my income. I need to get my payments working due to PSLF eligibility and they keep giving different numbers every time I request the SAVE plan despite my income being the same each time- it's unbelievable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have contacted Mohela regarding the status of my student loans currently under the PSLF program. Mohela keeps placing my loans in Forbearance status and each month since XX/XX/XXXX I have requested for them to remove the Forbearance Status. I contacted them on XX/XX/XXXX, XX/XX/XXXX ( via message portal ), and now today XX/XX/XXXX requesting for them to remove my account from forberance status. On XX/XX/XXXX, I received a letter again notifying me that my loans were placed in Forbearance status and I contacted them via phone on XX/XX/XXXX regarding this forbearance status to identify why it was placed and if it would impact my PSLF status as it relates to the amount of months being counted. I was told the forberance status would impact my time under the PSLF program. I explained that I did not request forberance and the representative explained that the loans were placed under this status due to me applying for the Borrowers Defense Loan Discharge. I explained to the representative that I specifically checked the box on the form for my loans to not be placed in forberance status and I have a copy of both of the applications. The representative assured me that she submitted a request for them to be taken out of forbearance status and it would not impact my PSLF count. I asked the representative if they would send me something in writing confirming they have taken my loans out of forberance status. The representative explained she could request that one be sent to me. A letter was never sent. On XX/XX/XXXX, I noticed my loans were still in forberance status and sent them a message using my account portal. I still have not received a response. On XX/XX/XXXX, I received a notice that my loans were placed in " Exceptional Discretionary Forbearance. '' I am presently on hold at this time to speak with another representative at Mohela with hold times of over 190 minutes. This seems to be a repetitive issue that is affecting my PSLF program and the amount of time I have left for repayment and I do not want this impacting it. Especially as the last loan servicer XXXX was not truthful about me going into payment status when I first started working in the public sector in XXXX. This has signficantly impacted my date of when my loans will be forgiven under the PSLF program as I was supposed to be finished in XXXX. Now I am scheduled to be complete in XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for the SAVE IDR program on XX/XX/XXXX. I've called MOHELA, my servicer, three times since then checking on the status of my application. Each time they've said it will be finished by " next week. '' Still no information. I attempted to call a fourth time, today, XX/XX/XXXX, had a XXXX hour wait, only to be told the customer representative that they couldn't help me with my request. They then " transferred '' me, which evidently took me back to the beginning of the waiting queue, where I waited another hour but I had to go to work before my call was answered. MOHELA has been completely unhelpful for the past several months. My online message also hasn't been responded to in the quoted time of three business days. MOHELA 's customer service has been unreasonably difficult and completely unhelpful in my case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a payment for my student loan, which posted on XX/XX/XXXX. However, Mohela is not crediting the payment and attempting to charge me a second time on XX/XX/XXXX. I have attempted to contact them through messaging on their website and received no response. I tried to call them but the wait time is ~2 hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02910
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I'm looking to change my repayment plan to something more affordable for monthly payments. I have applied for the XXXX repayment program through Mohela. My account is not up to date, there is a message that the change is " processing '' for an indefinite amount of time, and I can not reach Mohela for customer support. If it's going to take months ( and it seems it is ) for them to process my application, then I'd like to be placed in forbearance until they have completed it. This way I'm not paying a monthly charge that does not accommodate my current and up-to-date situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 Mohela sent me a message that my auto-pay would debited in XX/XX/2023. However, they never sent me a billing statement. Per their own conditions of the resuming of payments, billing statements were supposed to be sent at least 3 weeks before the payment is due. I contacted them and am being told that because I'm on auto-pay I won't receive a billing statement, I will only receive a notification of when my auto-debit will occur. This is nowhere in their terms and conditions and is completely unacceptable. They should not be debiting money when they refuse to send a bill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried contacting MOHELA multiple times and have been met with a wait time of 155 minutes, minimum. I made my payment on the due date, online, and four days later it is still showing as processing. Meanwhile, my balance is growing and the interest is accruing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A