Date Received: 2023-10-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had Federal Direct Student Loans, serviced by MOHELA, that were fully discharged ( now a {$0.00} balance ) by the Department of Education ( DOE ) through their one-time IDR adjustment in XX/XX/. However, MOHELA continues to report a positive balance of over $ XXXX to the major credit reporting bureaus through the last two monthly feeds, affecting my credit scores and ability to seek a mortgage. The DOE website shows my student loan account as {$0.00}, and I even received a refund from them for overpayment. Even MOHELA shows on their website my student loan account has a {$0.00} balance, that it's in good standing, and that I do not owe any payments. I submitted disputes with the credit bureaus regarding the incorrect student loan balance with documentation in XX/XX/. XXXX even agreed with my dispute, changing my balance to {$0.00} and resulting in an increase of over XXXX points to my credit score. However, when MOHELA 's last feed came through, XXXX reversed themselves, changing my balance back to $ XXXX and decreasing my credit score over XXXX points. The other credit bureaus, after concluding their investigation, just cited MOHELA 's feed, leaving my student loan balances as they were. I fear without assistance ( CFPB ombudsman ) MOHELA will continue to misreport a positive balance to the credit bureaus for the foreseeable future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06067
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: Mohela sent me on XX/XX/XXXX an Auto Debit payment Confirmation. which I believe is a Statement. The statement has a date of XX/XX/XXXX. But this was not sent to me until XX/XX/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 XX/XX/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 XX/XX/XXXX 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 XX/XX/XXXX Mohela is scheduled to withdraw the incorrect {$370.00} from my account. I messaged requesting the correct calculation and them not to withdraw {$370.00}. I have not heard back. I do not want to be placed on deferment or forebearance which will result in my interest increasing which it should not under SAVE.
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: 2023-09-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My goal was to understand and open my replacement options. My XX/XX/XXXX application was rejected because of the temporary suspension on student loan payments, reason stated was that my new payment would be more than {$0.00}. My XX/XX/XXXX application is pending a response and they have placed my account in administrative forbearance through XX/XX/XXXX, which I did not request. I am a public school teacher and am currently working toward XXXX consecutive payments to qualify for the XXXX program. Information indicates that any payments I make in this new forbearance window will not count toward my PSLF payments and that my balance will accrue interest during this time. I tried to get this information early. When I was rejected, I planned to follow the timeline in Mohela 's correspondence. I used their correspondence timeline to create my request. I did but receive any correspondence after filing my XX/XX/XXXX online application for 19 days. Without Mohela bring able to process my request in a timely way, they are extending the cost of paying off my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I sent the XXXX request about a month ago ( late because before that the system wasn't working ), and it still hasn't been processed, now I received a bill that I can not afford to pay, and I'm wondering if I'm actually expected to pay it even though I have a submitted but unprocessed XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called MOHELA regarding my federal student loan status and to discuss payment options, as I am unable to on the website. Any page I go to on the site says " Due to the status of your account, please contact MOHELA at XXXX for any account inquiries or document requests. '' Calling the number yields being hung up on. My last call I was on hold for an hour and a half and was hung up on without any interaction with a customer service representative. I am unable to change anything on the site and I am unable to speak to a customer service rep. I will be unable to make payments at the current payment levels required.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78747
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I submitted my IDR application ( with tax documentation ) to change my IDR to the REPAYE plan ( now the SAVE plan ) on XX/XX/2023 and it still has not been approved. I was told it should take only 30 days to process this request and yet it still says its processing after nearly 75 days. My initial repayment plan was Income-Contingent Repayment ( ICR ), which was approved for PSLF. However, MOHELA removed me from ICR and has put me on " Level '', or the Standard Repayment plan, with the monthly payment amount due saying I owe approximately {$190.00}. When I called them in XXXX, they told me my XX/XX/XXXX application " was rejected, '' which is not correct because on their website it currently says my application is still processing. The representative told me to reapply, so I reapplied on Dept. of Education 's website after the phone call. Then, I called back in XXXX to ask why my re-application was taking so long, and the representative refused to give a reason why neither application was accepted. Instead, they told me to once again reapply over the phone. I now have 3 applications in XXXX, XXXX, and XXXX, none of which have been approved and MOHELA has refused to provide an explanation and just continues to suggest I reapply. MOHELA has effectively done has *removed* me from my PSLF-eligible repayment plan ( ICR ), put me in a repayment plan that it PSLF-ineligible, and appears to be *preventing* me from getting on the SAVE plan, even though I am completely eligible. I want them to put me on the SAVE plan immediately as it is my legal right to be in the PSLF program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32304
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for a lower repayment plan, the SAVE plan, that just came out. I applied on XX/XX/XXXX and have had no response. I sent a secure message to them on XXXX and had no response. I resubmitted a second application for the SAVE plan on XX/XX/XXXX, and still heard nothing. I then called on XX/XX/XXXX, waited on hold for 86 minutes to speak with someone, only to be told my application was processing and nothing could be done. I am supposed to have a $ XXXX monthly payment amount applied to my account, as well as prevent interest from ballooning under this new plan, but Mohela has failed to apply this to my account and continues to allow interest to balloon to defraud me. I submitted 2 compliants to this company that went unanswered. I want the plan I applied for on my account immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68130
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I requested to be removed from forbearance in both an email and on a call with a direct agent. She said it would take a few days but I would be removed. I was placed back in repayment but i looked again today and I am in forbearance again without my permission
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have reported this many times with XXXX XXXX to fix across the board to no avail
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA has an incorrect loan payment amount, as based on my previous recertification when my income was XXXX dollars per year, my payment amount should be XXXX dollars as well. MOHELA has calculated a {$5000.00} per month payment amount which is incorrect. They refuse to fix it and keep trying to get me to recertify when I dont have to per federal guidelines until XXXX of next year. They are rude and unhelpful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A