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/, MOHELA uploaded a letter in my message center notifying me that my account was placed on an " Administrative Forbearance '' due to more processing time needed on their behalf to update my account information. The letter was dated for XX/XX/XXXX but uploaded on XX/XX/. This is in regards to me updating my *family size* for my already- approved IDR SAVE plan. The administrative forbearance was said to begin on XX/XX/XXXX until XX/XX/3, where no payment was due towards my loan and my loan amount was set to {$0.00}. I called immediately on XX/XX/XXXX and clearly asked for this Administrative Forbearance to be removed, as I do not want it to hinder my progress towards achieving Public Service Loan Forgiveness ( PSLF ). The XXXX $ payment would have jeopardized the month of XXXX ( no payment due ) to not count as a qualifying month towards my PSLF. Mohela submitted the paperwork to remove the " processing forbearance '' on XX/XX/. The customer service representative ( in-training ) said the request should take 3-5 business day from that day. I called MOHELA on XX/XX/, which was the 5th business day from my request being submitted formally. I also called on XX/XX/, which was the 10th business day from my formal submited request. The forbearance is not yet removed. XXXX I willingly made the payment of {$35.00} towards my account even though no payment was due for XXXX. This is the amount that was determined for me following my IDR SAVE confirmation. XXXX- Upon calling on the 10th business day to check in on my request to remove the forbearance, the agent told me that Processing forbearance will count towards PSLF. Its not your fault its because we are backed up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11375
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: My loan was put into forbearance for reasons unknown and I can not figure out why or get out of it. I already enrolled in a payment plan and autodebit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11225
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: Received bad information about your loan
Consumer Complaint: MOHELA ( account number : ) sent me an email demanding payment for my student loans and stated I could use the provided link. The link is broken. I was unable to complete payment. I also used the XXXX additional links contained in the email. None of the links work. I then proceeded to call MOHELA. They kept me on hold for over XXXX hours, and then hung up on me. I was unable to acquire the information I needed to pay my student loan. Because of this, interest has now accrued on my student loan. I also initiated student loan consolidation. MOHELA failed to comply or complete this process. I had to initiate the process on XXXX separate occasions. Because MOHELA failed to complete this process accurately, or effectively, XXXX of the missed student loans has now been sent to collections and I have a law firm harassing me during work hours. This is illegal under XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Category Contemplated in Section 2.05 of Regulation S : I believe that the securities associated with my account fall within the scope of Section 2.05 of Regulation S, which pertains to offerings and sales of securities outside the United States. I request that MOHELA thoroughly assess the eligibility of my account under this regulation. Deprivation of Rights : My continued obligation to repay this debt is causing undue financial burden and depriving me of my inherent and indefeasible rights, privileges, and immunities secured by the federal and state constitutions. As such, I assert my right to request debt discharge under applicable regulations. By Section 611 of the FCRA provides your rights to dispute inaccurate information on your credit report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received confirmation from MOHELA dated XX/XX/2023 that my student loans had finally been forgiven. Despite this, MOHELA continued to report this account as open to all credit reporting agencies. I then disputed this information with the agencies and XXXX has come back stating that MOHELA has provided them with current documentation that the account is still open with a balance {$19000.00}. This information MOHELA has submitted to them is not accurate with respect to the status or amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63640
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: Received bad information about your loan
Consumer Complaint: Difficulty contacting Mohela : Each time I call Mohela it takes at least an XXXX XXXX XXXX XXXX to XXXX hours before I can speak with someone on the phone. Messages sent through the online portal are not responded to in a timely manner. I sent a message on XX/XX/XXXX and as of today ( XXXX ) I have not received a response. XXXX subsequent messages on the portal have not been responded to. Incorrect payment calculations : In XXXX the monthly payment due on my online Mohela account was displaying as {$400.00}. On XX/XX/XXXX I received notice that my new payment amount on the XXXX plan would be {$500.00} per month beginning XX/XX/XXXX. I did not request to be transferred to this plan and I was not aware that I would be moved to a different plan. I also did not recertify my income so the payment amount should not have increased from the previous monthly payment amount due to the parameters of the XXXX program. The new amount, {$500.00}, was 25 % higher, and is incorrect based on my family size and tax information. My payment amount should have been based on my XXXX taxes, married filing jointly, household size of XXXX. The Mohela rep I spoke with on XX/XX/XXXX confirmed that the calculation which resulted in the {$500.00} monthly payment was done incorrectly. It was based on a family size of XXXX, and not XXXX, which was incorrect. The rep also asked for my individual income on my XXXX ; this is not something that appears on a XXXX when a couple is married filing jointly. The XXXX is all that we are required to provide, we are not required to provide XXXX or other financial statements when certifying income. I spoke with a phone representative on XX/XX/XXXX and I was told that a new income driven request would be processed and the correct monthly payment amount would be confirmed before my next payment is due. It is XX/XX/XXXX, the payment was supposed to be due XX/XX/XXXX, and I have not received confirmation of what my new monthly payment will be or when it will be due. On XX/XX/XXXX I received a notice in the mail that a payment of {$15.00} was due for XXXX of my loans. This contradicts my previous interaction with Mohela where I was told that I did not have a payment until my XXXX request was finalized. I logged into the Mohela website and saw that XXXX of my XXXX loans were placed on an administrative forbearance and that a payment was due on XX/XX/XXXX for XXXX of the loans.This XXXX loan is in repayment while the others are deferred. This amount due is also incorrect, as the phone rep on XX/XX/XXXX confirmed that the {$15.00} amount for this loan was based on the incorrectly-calculated monthly payment. I spoke with someone on the phone today ( XXXX ) who said that there was an error in processing the forbearance and that it would be corrected within XXXX days and apply to all of the loans on my account. He also said that I do not have to make the payment of {$15.00} due on XX/XX/XXXX. I asked for confirmation of this in writing and he was unable to provide it and said that I should check my online account towards the end of next week. I dont trust this and feel like I should make a payment to be safe. Timely notices of payments due Mohela says that we are given XXXX days notice of payments due. I received a notice in the mail on XXXX of a payment due XX/XX/XXXX, a span of only XXXX days. On XX/XX/XXXX I was told that all of my student loans would be part of this XXXX process and that all of my loans would be placed in an administrative forbearance. I have not received any official confirmation of this and it is unclear how much is actually owed on XX/XX/XXXX. Incorrect procedures When I called on XX/XX/XXXX to discuss my payment amount due I was told that I have to re-certify my income in order to figure out my payment amount. This is incorrect. Federal guidelines say that nobody has to recertify before XXXX and that the data from the most recent recertification should be used. I did not consent to having my most recent tax information being shared with Mohela and did not feel comfortable sharing that information over the phone. Moreover, I was not required to do so but was pressured to by the phone rep who said that she would not help me if I did not provide my most recent tax and income information. I felt coerced into giving this information after waiting on hold for over XXXX hours to speak with someone. Losing XXXX to XXXX months of XXXX eligibility due to administrative forbearance Some of the loans on my account are currently in administrative forbearance because of XXXX inability to correctly calculate my payment. I am missing at least XXXX, if not XXXX, months of XXXX eligibility. I did not have a payment due in XXXX because of this issue and I was told I will not have XXXX due in XXXX. The phone rep today said that administrative forbearance is not eligible for XXXX even though this error is due to Mohela. I expected that XXXX and XX/XX/XXXX would count as XXXX-eligible months. I did not request this forbearance and should not lose XXXX months of XXXX eligibility because of XXXX errors. Inadequate records retention My student loans have had multiple servicers. Mohela is my current server and, according to XXXX XXXX XXXX, they are supposed to retain all of the documents pertaining to my loans since they were initiated regardless of who was the servicer at the time. XXXX of my loans entered repayment in XX/XX/XXXX when the now-defunct XXXX was my servicer. I applied for and was granted an economic hardship deferment on this loan from XXXX, this deferment is confirmed on the XXXX website. According to the XXXX guidelines these deferred payments should be counted as qualifying towards XXXX under the special waiver. ( My loan payments from XXXX all qualify for XXXX either through the Covid payment pause or the special waiver. ) These XXXX payment periods from XXXX are currently listed as ineligible for XXXX even though I was engaged in qualified employment and on an approved deferral during that period. The phone rep today ( XXXX ) said that even though the loans are listed as deferred ( code XXXX ) by XXXX, Mohela is unable to verify that the deferral was due to an economic hardship. Mohela said that I need to contact XXXX to get a copy of the economic hardship deferment confirmation. I spoke with a phone rep from XXXX who said that XXXX does not have that information and that those documents are kept by the loan servicers. Mohela says that they do not have this information. The loan servicer at the time, XXXX, is now defunct and there is no way to contact them. Mohela is supposed to have all of the documents related to my loans and they should be able to produce them. They can not, and as a result, I am missing nearly XXXX years of XXXX payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11372
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: Received bad information about your loan
Consumer Complaint: I completed my 120 months of XXXX forgiveness, but got a message saying I do not qualify because I do not have enough qualifying months. The next paragraph states I have 121 months that qualify, this needs to be fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is unable to correctly put our loans back into repayment status, despite our best efforts to enter repayment. This is impacting our ability to close on our home. MOHELA put our loans into forbearance status without my permission or knowledge, because of this our lender must use 1 % of our student loan balance instead of our monthly IDR payment. -In XX/XX/2023, we requested that our accounts were placed back into repayment status removing the COVID-19 administrative forbearance. This was accomplished and our loans were in repayment status since XXXX. We have been paying the monthly payment since then. -On XX/XX/2023, without any notice and without being requested by us, our monthly loan amount was incorrectly recalculated by MOHELA with a 300 % increase in the monthly payment ( this was an error by MOHELA ). -On XX/XX/2023, we resubmitted an IDR payment to fix the XX/XX/2023 payment issue. This was processed by MOHELA on or around XX/XX/2023. -On XX/XX/2023, we received communication that our loans were placed back into administrative forbearance until XX/XX/2023. This was done without notice and without being requested by us. -On XX/XX/2023, we requested that our accounts be immediately restored to repayment status removing the improperly placed administrative forbearance. We have spent countless hours on hold trying to resolve this issue and this will stop us from closing on our forever home. MOHELA 's handling of our accounts has been deplorable to say the least. Further, MOHELA is reporting incorrect information to our credit bureaus by refusing to update our payment amount from {$0.00} ( which is not correct ) to our current IDR payment amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22030
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: MOHELA is unable to correctly put our loans back into repayment status, despite our best efforts to enter repayment. This is impacting our ability to close on our home. MOHELA put our loans into forbearance status without my permission or knowledge, because of this our lender must use 1 % of our student loan balance instead of our monthly IDR payment. XXXX XX/XX/, we requested that our accounts were placed back into repayment status removing the COVID-19 administrative forbearance. This was accomplished and our loans were in repayment status since XXXX. We have been paying the monthly payment since then. XXXX XX/XX/, without any notice and without being requested by us, our monthly loan amount was incorrectly recalculated by MOHELA with an 88 % increase in the monthly payment ( this was an error by MOHELA ) ( spouses payment included in the 88 % increase ). XXXX XX/XX/2023, we resubmitted an IDR payment to fix the XX/XX/2023 payment issue. This was processed by MOHELA on or around XX/XX/2023. XXXX XX/XX/2023, we received communication that our loans were placed back into administrative forbearance until XX/XX/2023. This was done without notice and without being requested by us. XXXX XX/XX/2023, we requested that our accounts be immediately restored to repayment status removing the improperly placed administrative forbearance. We have spent countless hours on hold trying to resolve this issue and this will stop us from closing on our forever home. MOHELA 's handling of our accounts has been deplorable to say the least. Further, MOHELA is reporting incorrect information to our credit bureaus by refusing to update our payment amount from {$0.00} ( which is not correct ) to our current IDR payment amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22030
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: I made a payment to the US Department of Education on XXXX, XXXX XXXX in the amount of {$5000.00}. I continually checked my loan account and even after a month had passed the payment was never applied to my loan. I have contacted my bank to have them issue stop payment however the payment had already been cashed and they were unable to get the payment returned. After multiple attempts at contacting the US Department of Education and the loan servicer MOHELA they informed me that the payment was never received and to contact one another to figure out where the payment went. Each told me the payment was sent to the wrong address. If this was truly the case then how was the payment cashed and taken out of my bank account? The US Department of Education has stolen my loan payment and refuses to issue a refund or appropriate the payment to my loan balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A