Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I paid off my student loan in full to Mohela on XX/XX/2023. They are stating the principal balance still left is {$12.00}, but are charging me another {$15.00} in interest after I just paid {$12.00} in interest. I am being over charged on interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XX/XX/2023, Financial Student Aid approved and letter was received XXXX XXXX. The agreement stated that the repayments were to start on XXXX XX/XX/2023 for the amount of {$180.00}. Mohela sent a bill on XXXX XXXX that stated that I was required to pay {$340.00} starting XXXX XX/XX/2023. I contacted Mohela on XXXX XXXX and received a callback due to high call volume at XXXX. I relayed my issue with the customer service agent and was subsequently transferred to another agent who related that they see the documents from FSA as well as the subsequent bill from Mohela on my account. The agent them related that I needed to reapply for an IDR which I refused and asked why the SAVE IDR agreement was not being honored. The agent refused to provide an explanation. I requested information in writing as to reason for the rejection of the FSA agreement. The agent placed me on hold and then returned stating that they will resubmit my IDR in their system and place my account on hold so that I do not have to pay the escalated amount in XXXX. I was also advised that my IDR from FSA may not be honored in the future. I advised the agent that this is possibly illegal practices and that as a servicer they are required to honor agreements from FSA and such threats should not be made. I advised agent that CFPB will be notified of this interaction as well as FSA and an ombudsman.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received notification from my student loan servicer, Mohela that my student loan have met the requirements under the Public Service Loan Forgiveness ( PSLF ) Program and all or a portion of your loans listed in the letter have been forgiven. My student loans nearly {$83000.00} have been forgiven and my balance is {$0.00}. This letter is dated XX/XX/. I contacted XXXX and learned that Mohela reported on XX/XX/XXXX that I have a balance of {$82000.00}. I called Mohela and held on the line for two hours, got a representative who stated it will take 90 days to update the balance to zero. I asked to speak with a manager as this is a violation of the Fair Credit Reporting Act, and they can not report erroneous information and since I have a XXXX balance, they must report that current balance. I held on the line another hour and a half. A manger never accepted my call. Mohela is in violation of the Fair Credit Reporting Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Throughout the Covid-19 pandemic forbearance period XXXX XXXX XXXX XXXX XXXX XXXX, I continued paying my student loans thinking that continuity was required to ensure I received public service loan forgiveness. I am currently a teacher in XXXX XXXX XXXX XXXX, and am nearing 10 years of public service. In XXXX XXXX I learned that I was eligible for a refund of payments made during the above mentioned period of time, and that those months would still be credited towards the 120 loan payments required for Public Service Loan Forgiveness. This was verified by the Department of Education on the Federal Student Aid website. Per the Department of Education 's instructions, I contacted my loan services XXXX to initiate the request to get the money I paid throughout the forbearance period refunded. I spoke to XXXX ( employee ID # XXXX ) of XXXX XXXX XXXX XXXX and she explained that I would receive my refund check in 7-8 weeks. This representative specifically said I needed no further action until the beginning of XXXX, at which time I could call again if I had not received my refund. On this call, I also inquired about receiving documentation of this refund request and was told there was nothing I could receive but that I could reference the call date, time, representative name, and number. I contacted XXXX on XX/XX/XXXX because I had not yet received my refund check. I spoke with XXXX ( employee ID XXXX XXXXXXXX ). This representative confirmed that there was a note on my account that the refund request was made on XXXX However she noted the XXXX never began processing that request because my loans were transferred to Mohela- a different servicer- on XXXX My request was not sent to Mohela at the time of transfer. The representative told me I would have to follow-up with Mohela regarding XXXX new request. I called Mohela on XXXX and spoke with XXXX ( employee ID XXXX XXXX ) who alerted me that they had no record of this request being passed from XXXX to Mohela and that I am no longer able to request a refund as of XX/XX/XXXX per Department of Education policies. I had not been alerted that my loans had been transferred to Mohela until XX/XX/XXXX. I was not notified by XXXX that they were no longer processing my refund request, and I was specifically told by them not to take action until XXXX. Therefore, I had no way of knowing that my initial XX/XX/XXXX request was void until the request deadline had passed. The representative with Mohela sent a special request to their accounting team with the above information. However, she said that it was unlikely I'd be approved for this refund despite the unique and unfortunate circumstances. I was told this request would take up to XXXX business days to process. I have been a public servant and a teacher for 10 years. I have made payments diligently throughout my public service. I took all the steps to request a refund, while awaiting the outcome of my XXXX application. The loan forgiveness will be a tremendous weight off of my plate, and the refund can make a significant difference in my family 's life now. The desired outcome is that I receive a refund for the money that is owed to me for payments during the forbearance period.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My XXXX Loans date back to XXXX, but the servicer Mohela has them dated XXXX XXXX I have been paying my XXXX Loans for over 20 years an I qualify for Loan forgiveness. Thank you Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80304
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I spoke with a representative to change repayment plans from SAVE to extended graduated repayment plan. I was told this was put in the system and would take up to XXXX business days to be reflected on my account. It's now XX/XX/XXXX, my payment is due XX/XX/23. The payment due is for the save plan which I wanted to change due to the new repayment plan savings. My payment should be {$250.00} not {$340.00}. I can not get a rep on the phone, because they are so overwhelmed with calls, to see why the change is not happening. What am I supposed to do? They are too busy to take calls, but speaking to them is the only to make a change on the account! I need the repayment plan change before the due date! I can not afford my current payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted the following information through Mohela secure email on XX/XX/XXXX2023 and XX/XX/XXXX2023 and spoke with customer service representative on XX/XX/XXXXXXXX and they were not able to give any information regarding refund. Below are the two emails sent to Mohela : The purpose of this email is to obtain information regarding payments made after my 120th qualifying payment. I have a total of 160 qualifying payments dated ( XX/XX/XXXXXXXX ). My XXXX XXXX consolidated on XX/XX/XXXXXXXX ( documentation below ) and my loan was discharged on XX/XX/XXXXXXXX ; however, I continued to make payments from XX/XX/XXXXXXXX until XX/XX/XXXXXXXX ( documentation below ). I made 14 additional payments in the amount of {$1100.00} from XX/XX/XXXXXXXX until XX/XX/XXXX. According to your information posted on your website, and the student aid gov website these are considered overpayments ( 14 payments of {$1100.00} = {$16000.00} ) and should be refunded to me. Please review information below and check your information and my student aid gov loan history. I would greatly appreciate it if you could review the information and respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have contacted Mohela multiple times asking for my information to be updated. I had loans that were supposed to be refunded in XXXX due to a lawsuit with the school, and some never were despite multiple attempts by me to rectify the situation. Then they were forgiven under XXXX in XXXX and because the company has been terrible to work with, I gave up on the refund as it was under {$2000.00}. They have not updated my credit report with the closed loans and now have my remaining loans in forbearance and are unable to explain why. I am receiving interest on loans that I would like to make payments on but they will not allow this. I dont know what else to do at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela sent me on XXXX an Auto Debit payment Confirmation. which I believe is a Statement. The statement has a date of XXXX But this was not sent to me until XXXX I was on REPAYE and was moved to SAVE. During this my tax filing status and number of dependents was changed from Married Filing Jointly with Three Dependents to Filing Single. This changed my payment from {$0.00} to {$370.00} a month. On XXXX I sent a message via Mohela website explaining their error and recieved a confirmation I would hear back in 3 days On Monday morning 9/25 I called and after 4 hours and three escalations I spoke with someone who understood their error. The CSR filed their error and said I would receive a response in 2 or 3 days. On XXXX Mohela withdrew the incorrect {$370.00} from my account. I messaged requesting the correct calculation and a return of my {$370.00}. I have not heard back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela placed an Exceptional Discretionary Forbearance on my student loans without disclosing exactly why they did that, and it was done without my approval. Mohela can not answer whether this forbearance will count towards my PSLF credits and won't allow me to opt out of the forbearance. Account number XXXX On XX/XX/XXXX, I applied for the new XXXX program through the XXXX. of XXXX 's website. For the application, I connected to my XXXX tax information and received a tentative approval of payment and a date to start making payments. My servicer is Mohela, and I am actively pursuing the Public Service Loan Program ( PSLF ) discharge. I have 25 months left on this program. I have two Direct consolidated loans of {$12000.00} and {$61000.00}. The interest rate is 6 %, On XXXX Mohela sent a message through their portable notifying me that they placed an Exceptional Discretionary Forbearance on my account beginning on XXXX and ending on XXXX The letter was vague and canned. Mohela did not provide any reasons as to why they did this. The letter states that a forbearance can hurt my credit, and interest will accrue daily. On XX/XX/XXXX, I received another letter from Mohela informing me that " my request is in process '' and that this process can take up to 90 business days. Mohela states they will review my request but does tell me precisely what it was, but I assume it's for the SAVE program process. Mohela will let me know if this will be approved or not. I was instructed that I required no action at any time, and Mohela doesn't explain if this forbearance will count towards PSLF. On XX/XX/XXXX, I received a letter from Mohela dated XX/XX/XXXX telling me I was approved for the SAVE program. I have a new payment amount of {$130.00} for the next 12 months and my first payment is due on XX/XX/XXXX. The letter provides additional canned information and that a bill will be sent to me within 21 days before my due date. I sent Mohela a message through their online portal asking about the previous letters and whether the forbearance would still count toward my PSLF if they said it would take 90 days. Mohela ignored the letter and never answered. By XX/XX/XXXX, the forbearance has yet to be removed from my account. With payments starting on XXXX I thought Moehla would remove the forbearance since I was already approved and could begin making payments when Mohela would release the forbearance. This did not happen, so I decided to call Moheal, dreading the long wait times. I was quoted 75 minutes on hold, but at 115 minutes, I was finally transferred to a Mohela representative. I believe her name was XXXX. After verifying my information, I provided her with details of my timeline and explained my questions. I was upfront and direct, stating that I applied for the SAVE program ; I was placed in Exceptional Discretionary Forbearance on XXXX and then I received a letter saying I was approved with a payment amount and date. I asked what the Exceptional Discretionary Forbearance was for, why it hadn't removed yet since I was approved, and if Mohela didn't remove it, would it be counted towards my PSLF credits since Mohela won't allow me to opt out, and didn't respond to my in-house messages. The representative then told me she was training and had to place me on hold to ask her trainer. After 5-10 minutes, she returns. She states that her trainer told her the SAVE program is not qualified for the PSLF and that being on this program won't count. She seemed confused in her answers, stumbling on her words and talking in circles. She redirected me to the Dept of Education website. I told her that is not what the Dept of Education 's website says and told her to look it up and that it does count for PSLF. She saw the information firsthand, saying the SAVE program does count as a PSLF program and this confused her. I expressed that I wanted to know if this Exceptional Discretionary Forbearance would count for my PSLF, that I can not find an answer anywhere, and that this is a common question floating around the Student Loan message boards. She says she sent several messages to her trainer to ask my question and was waiting for a response. We talked about how the administrative forbearance hasn't counted until the recent PSLF waiver but that there was no information on the Exceptional Discretionary Forbearance. She said I would be in forbearance until XX/XX/XXXX, and I wasn't required to make payments. I reiterated that I understood that, but I wanted to know if Mohela would count it to my PSLF since I can not choose to opt-out. She said she thought so but needed clarification because she couldn't find anything on the Student Aid website. I told her that there was no clear answer anywhere, and that is why I was calling. After close to 45 minutes, her trainer never responded to her follow-up questions and that they must be at " lunch ''. We talked more about the info on the Student Aid website on the forbearance details, but nothing was able to answer my questions. I asked if she could email me or message me through the portable about what we discussed so I have something to refer back to. She said she couldn't do that. She didn't do anything wrong except not being upfront that she was being trained and was new. She appeared to want to help me find the answer but wasn't given the tools, training or resources to do that. Mohela employees are there to represent the company. They are supposed to be the experts helping me with my student loans, yet I still need to answer a fundamental question about their actions on my account. I spent three hours on the phone only to get off the call without answering my question. Mohela had had ample time to get its act together to hire, properly train, and provide information to students well before we were forced to get back into student loans. They have failed to do this, and we, as the " consumers, '' must deal with their employees who can not even answer common questions. Our system is broken, and Mohela makes billions of dollars off my debt, and yet, I am scrounging for scraps, making sure that Mohela doesn't rip me off because they refuse to train their employees. I have 25 months left of this predatory system under PSLF before I can be free. Now, Mohela will likely claim it doesn't count, pushing me further back on my timeline while charging me interest on my account daily, resulting in my balance going up. At the same time, I pay on interest on top of interest. My interest from XXXX XXXX XXXX was at XXXX XXXX XXXX XXXX XXXX for one month of interest. Thats criminal. Mohela must be held accountable for their failure to do their job. If I was hired to do a job and proven time and time again that I can not handle it, I would have been fired within the first month, yet we allow Mohela and all the other loan service providers to get away with the worst behavior.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A