Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have an approved IDR application for my student loans as of XX/XX/XXXX when my income decreased. Payment prior to XX/XX/XXXX and the COVID Forbearance was {$370.00} at a higher income than the updated application. The approved application resulted in a {$0.00} payment due to the forbearance, but as I am not required to recertify until XX/XX/XXXX, this is still the validapplication for my PAYE repayment plan starting with the end of the COVID Forbearance XX/XX/XXXX. My billed amount is $ XXXX though MOHELA has confirmed they have the XX/XX/XXXX approved IDR application and pay stubs to prove income on file. They do not have any updated income informationto calculate a payment that would result in almost double what it was prior to the COVID Forbearance. I have asked countless times for what information they are using to calculate my loan payment and was told over and over that they do not have that information.According to the Department of Education, they should be calculating my payment using the approved IDR application, and since it is an income-based repayment, there is a specific formula for PAYEto do so. Every loan servicer I have had in the last10 years has been able to provide this informationto me upon request. I have spent almost 6 hours on the phone with them and have spoken to multiple people to get this resolved. I just want my bill calculated correctly. They kept asking me to apply for differentrepayment plans, which I do not want.Finally a supervisor confirmed on XX/XX/XXXX that they have the approved application and income amount from XX/XX/XXXX and said they submitteda request to recalculate my payment amount using the approved XXXX XXXX request. I have not heard from them and the incorrectly billed amount is due today. I just paid the amount since I do not want any negative repercussions to my loanforgiveness plan or credit from not paying. I want my payment to be calculated correctly, and for any amount I've paid that is over the correct fee to be refunded. In addition, I did not receive a billing statement until XX/XX/XXXX, for a due date of XX/XX/XXXX, which goes against the federal requirement to send at least 21 days prior to the bill due date. The statement is backdated to XX/XX/XXXX, which is incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had my student loans in repayment for sometime. I realized that Mohela the servicing company was not correct in the way the handled interest capitalization. They capitalized my loan way past the legal 10 % of interest level. Not only that there is no clear understanding of the information on the Customers internet Screen at the website. There is a rule that would allow me to re dive forgiveness based on the number of deferment years listed and the timeframe that I have been in repayment. There is a rulle that says after consolidation of all y loans, the loan in the oldest repayment period would qualify me for forgiveness of all loan debt. On the student aid website the simulator confirmed that I can apply for the 20 year IBR plan. I did and is expecting forgiveness. But the information on Mohela Loan Servicing company Website is not agreeing with the department of education student aid records. I would like to have Mohela correct its records based on department of education records.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11203
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan was put into administrative forbearance against my wishes. Anytime I tried to call Mohela in the past few weeks, I was never able to speak to a person nor given the chance to have them call me back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47374
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I spoke with Mohela on XX/XX/XXXX because they fraudulently had my loans in Borrow Defense forbearance ( never requested by myself and requested SEVERAL times to have removed ). I am working toward Public Service Loan Forgiveness and have 14 payments left to qualify as long as I continue XXXX at my current location. When I spoke to Mohela on the XXXX I was told my loans would go into repayment on XX/XX/XXXX and I could make my payment ( which I did ). My loans did not go into repayment as they should have an now my account says the forbearance is there until XX/XX/28. This not what we agreed to. So I made a payment of {$210.00} which does not count toward the PSLF credit. I did not get credit for the month of XXXX toward PSLF even though my Employment verification form was in their hands and they gave credit for XXXX and XXXX ( NOT XXXX ) and I made a payment. I can not wait on hold for 3 hours again because I am a XXXX so calling them back again is not an option. They do not respond to their messages.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I paid off one of my student loans, the higher interest of the two that I have, XXXX weeks ago. My current loan detail information shows a {$0.00} balance, but they have not closed out the loan account. This in turn has meant that I am accruing interest at a higher interest rate than I should. I should be at the 4.05 % that my second loan is at, not the 5.25 % they show due to my higher loan, the one with a XXXX balance, being a 5.8 % loan and causing the average to be 5.25 %. I can not get a hold of anybody at Mohela to resolve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is my servicer, and they are showing the XXXX nonpayment as ineligible for XXXX purposes. They at one point dated a letter for XXXX, but didnt actually send the letter ( via email ) until XX/XX/XXXX saying I was on forbearence. I called that same day to explain that I did not want to be on forbearence and I wanted to be in repayment as the XXXX payment should count towards XXXX and I never needed a forbearence. My last payment should be XXXX, XXXX, which I paid this past weekend. Their system switched me back to forbearence on XX/XX/XXXX, which I again had to call and get them to take off. Now their system doesnt show the XXXX payment as eligible because I was on forbearence, a forbearence they forced me on that I never requested. They are going to mess up the timeline for my XXXX forgiveness and its not right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 895XX
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am on XXXX and switched to the new SAVE plan where my payment will be {$0.00}. Mohela, however, calculated my payment to be {$81.00}. I have called multiple times and they agree that it should be {$0.00}. They have, however, placed me on a processing forbearance for XXXX months to get this corrected. These XXXX months will now not count towards my 120 months because of their incompetence. If they had placed me on an administrative forbearance then the months would count. What they are doing over there deserves a federal investigation. I constantly receive correspondence that is backdated by as much as XXXX weeks so they look like they are following the rules. At present, I just want my months to count because it is not my fault that they can not calculate a payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27545
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: First issue is that my loans were placed into forbearance without any explanation. I received an email/app statement on XX/XX/XXXX with a due date of XX/XX/XXXX. My loans have been in repayment status since early XXXX. I checked my account as of XX/XX/XXXX and my account was still in repayment status. I then checked the app on XX/XX/XXXX to confirm that my auto debit was set up properly but my repayment status was now showing as in forbearance and I no longer have a due date or payment amount. As someone working in public service and taking part in the XXXX program, I do not want to be in forbearance. I received no notification from MOHELA as to why my loans were moved from repayment status to forbearance and I never requested this. Second issue is that my Statement for XXXX was provided by email/app messages on XX/XX/XXXX but MOHELA backdated XXXX to XX/XX/XXXX on the statement itself, not sure why but seems like shady practices to do that.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Waiting on pslf application to be processed with Mohela. Submitted on XX/XX/23
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I received statements from Mohela outlining the number of oayments I have made and the number I have left for PSLF. It showed I have made upwards of XXXX payments on all my loans, and I only need XXXX to qualify for PSLF forgiveness. However, the statements said I do not qualify. This seems like a major error. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10466
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A