Date Received: 2023-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE program XX/XX/XXXX. They ( MOHELA ) denied SAVE program XXXX XXXX. They will not say why or give me any information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 1 ). No record of " payments '' made while under IDR plans 2 ). No information received when requested on this issue. 3 ). No communication with new servicer Mohela and no communication between their site and Studentaid.gov 4 ). Multiple loan repayment discrepancies so the process has been conflated and confusing. 5 ). Multiple calls/emails and no information that is helpful to this situation has been received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-10-07
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: Yesterday, I received a letter electronically from Mohela saying that my account had been put on administrative forbearance. I believe this is due to their need for time to figure out why I have not been billed yet - I had originally contacted them because they never sent me a bill even though I should be in repayment and I was afraid of defaulting. However the forbearance letter does not list all of my loans. It appears that half of my loans are now on forbearance and half are not. So I am still afraid of defaulting on the loans not in forbearance. I very much would like to make a payment on my loans, but it appears MOHELA is too understaffed to quickly get me into the SAVE program and send me a bill for the correct amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94596
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: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I was moved from XXXX to Mohela for PSLF. Before which I put in an IDR application. That application was never processed. I put XXXX in with Mohela and it hasnt been processed though that was filed on XX/XX/24. Ive messaged them about it and received no response. I have received several confusing letters which I also requested info about and still havent received an answer for either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 258XX
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: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan repayment status with Mohela is being negatively affected and placed in limbo because Mohela claims that I'm showing as " in-school '' at XXXX University and thus I'm under an in-school deferment right now. However, I have not been enrolled as a full-time student at XXXX University since the Spring Semester of XXXX and my official enrollment ended in the Fall of XXXX. XXXX University has reported this information to the proper government agencies such as the XXXX XXXX. And they have confirmed this with me and have attempted to confirm this with Mohela, with phone calls and a letter. I have also sent Mohela information in regards to this matter to get this situation of inaccurate information rectified. In my discussions with Mohela they have made it clear they have not done their due diligence to review all information I have sent them because you can not send them direct messages on special case issues such as mine. Calling has shown to be pointless because they don't record all information properly in my account. I have been provided false or bad information regarding this situation several times. They won't confirm if they have received a letter from XXXX 's Financial Aid Director. They also refuse to take down here contact information and call her about this matter. They called me back once and left a message. However, the call back number " XXXX '' left for me to call back ( XXXX ) is a non-working number for Mohela. I have spent 2 now going on 3 months to try and get this issue rectified with Mohela. I have lost money, because I have had to take time off from work to call them during their hours of operations ( 12 times I have called ) and have been on hold for 1-2 hours and then another 1-2 hours on the phone to try and get confirmation on communication and information sent/received. Also, their messaging options for customer service is a joke frankly because their turn-around time or response time is about 4-6 weeks instead of 1-3 business days as they claim will happen. I would like to get this matter solved so my IDR or SAVE repayment plan can officially kick in and I can receive the credit I deserve towards making payments to my 120 payment forgiveness etc. I believe Mohela is intentionally illegally delaying this from happening. I do not know what else to do and neither does XXXX University which has been negatively affected by this matter as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I want to pay off my student loan before payments resume as I have the money ready to do so. The only way to pay off your loan in full and have it registered as such is to use Mohela 's online 'Payoff Calculator ' to request a 'payoff letter. ' This payoff calculator has been offline for at least three weeks, which is as long as I have been trying to access it, so possibly longer. On the page it just says 'Currently our Payoff Calculator is under maintenance. Please try again later or contact Customer Service for assistance. We apologize for any inconvenience " Contacting customer service by phone is impossible and you will sit on hold for literally hours. I tried sending a message through the website and have never gotten a response. Meanwhile interest is accruing on the loan I want to pay off. It is downright theft and negligence, and there are probably thousands like me who Mohela is making money off of while they fail to do their jobs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX and XXXX are not showing that my student loan balance is XXXX When reaching out to both credit reporting agencies, I was informed that Moheala is not responding to either credit reporting agency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: In XXXX, I consolidated my FFEL loans into a direct loan so that they would qualify for the PLSF waiver. After consolidation took place, I submitted an application for PSLF in XX/XX/XXXX. My employment has been certified beginning XX/XX/XXXX. When I got my payment counts back, I was missing all payments prior to XX/XX/XXXX. These payments are not marked ineligible, they just do not appear at all on my record. I contacted Mohela regarding this issue on multiple occasions. At first, I was told that the Department of Education would update my payment count and that I should be patient. I submitted to Mohela evidence of the payments that I received from my FFEL servicer. My payments go back to XXXX. After multiple follow up calls, I was escalated to a supervisor who agreed that a case needed to be opened with the Department of Education to get them to review the missing payments, this was in XX/XX/XXXX. I continued to follow up with Mohela, but they were unable to provide an update. In XX/XX/XXXX, I submitted a request for feedback with the Department of Education. They responded in XX/XX/XXXX that a review would be done. However, there has still been no movement on my account. I will submit my payment history with this complaint, which shows that I have made well over the 120 payments required for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: In XXXX, I applied and was accepted for an XXXX plan through studentaid.gov. This was sent to Mohela to be implemented, and instead Mohela put me on the XXXX plan which would cost over {$400.00} more a month. I contacted Mohela and after extensive wait times was told that " somehow '' I was put on the wrong program and that the only solution was to reapply for the program, have my loan put on administrative forbearance, and wait for my application to be processed and my payment amount changed. Payments are due XX/XX/XXXX, and currently it's estimated that my application will be processed in XXXX. While the forbearance means that I will not be reported as delinquent, it also means I can not enroll in automatic payments to get a reduction in my interest rate. I find it ridiculous that Mohela, owned by a state government, can sue to block loan forgiveness and then fail to adequetly staff their company to process applications in a timely manner. My loans will now be earning additional interest despite me filling out applications in plenty of time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX after noticing that my payment amount doubled without notice I contacted MOHELA via their online messaging system. I asked them why my payment had jumped ; what income information were they using ; and had they accounted for my spouse 's loans and income. They did not reply until yesterday XX/XX/XXXX. Their reply is a canned response and makes no substantive answer to my question. It falsely states that I provided an IDR application and that information was used in their determination. I do not recall, and can find no proof of, any such application. In addition, when I called their customer service line I was told by an agent that the only way to lower my payment was to submit a new IDR. I completed this application with him over the phone. I now believe that his claims were false. That I was not, in fact, required to submit a new IDR to return to the lower payments and that my SAVE plan payments should be calculated based on my last certified income. The IDR application which I was misled into making my increase my payments over what I should be required to pay. MOHELA also has repeatedly sent documents to me via their messaging system weeks after the date on the document. For example, I received a letter confirming the new {$310.00} payment amount on XX/XX/XXXX, but the letter was dated XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 778XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A