Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/23 I noticed my account was in forbearance. I am part of a borrower defense but had elected not to go into forbearance because I am on track for PSLF. I emailed inquiring about why I was in forbearance. After no response and unable to get through a representative without waiting for 2 hours on wait, I emailed a second time on XX/XX/23. I stated I have not received a response from my 1st email and stated I do not want to be on any forbearance and should be on an IBR plan. I asked to have this corrected. On XX/XX/23 I still had no response. I sent a 3rd email stating I had not received any response and once again I did not approve to be on any type of forbearance and want any negative effects that will hinder my progress with PSLF to be rectified. On XX/XX/, I called and spoke with a representative on their PSLF line. She didn't know why I was on the BD forbearance and she put in to have it taken off. Also set me up to be on the SAVE program and my first payment was to be on XX/XX/XXXX. Finally, I get an email on XX/XX/23 saying thank you for contacting Mohela, Our records indicate that you have already called and spoken to one of our Student Loan Counselors regarding this inquiry on XX/XX/23. We will assume the inquiry has been handled. Then go on to state if not to CALL them! Its at least an 88 minute wait to try to get through to them. First they state someone will respond within 3 days of the email. That did not happen. The issue has still not be resolved and continues to affect my PSLF accumulation. You can't get an appropriate response via email and it's ridiculous to get through on the phone. All I want is to actually be able to pay my student loans to get my PSLF credit but I have been put in an unauthorized forbearance without any way of getting it off. This is beyond infuriating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29150
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am writing to request your assistance with my Public Service Loan Forgiveness ( PSLF ) counts. I have been diligently working in public service for the past 20 years and have faithfully made the requisite XXXX qualifying payments toward XXXX loan forgiveness. My qualifying payment count is currently at XXXX, as of XX/XX/XXXX. I have reached out to MOHELA on multiple occasions through various communication channels, but regrettably, my concerns have not been adequately addressed. I have spent countless hours on hold ( average XXXX hours ) trying to speak with a representative to resolve my concerns. I spoke to a representative on XX/XX/XXXX ( XXXX ) who assured me my file would be reviewed within XXXX business days, unfortunately that did not happen. On XX/XX/XXXX, I spoke with MOHELA representative, XXXX, who stated that she saw the documentation in my account; but confirmed that it had still not been reviewed. XXXX XXXX escalated the case and provided me with a case number ( XXXX ) for tracking purposes and assured me that they had everything they needed to review my file and I should get a response in XXXX business days. As of this writing, there has been no contact or resolution regarding my claim. I received invoices from XXXX ( my previous servicer ) since XX/XX/XXXX and made consistent and timely payments of {$290.00} every month. After speaking with a representative at MOHELA, it was confirmed that the Department of Education erroneously put an In-School Deferment status on my loan and also saw a notation that my loans were consolidated. I did not defer my loan nor did I ever consolidate any loans. On XX/XX/XXXX I again spent XXXX hours on hold and was finally able to speak with a supervisor, XXXX, who told me I needed to complete an In-School Deferment Removal form which she was emailin to me. As expected, I never received the form. Additionally, in XX/XX/XXXX, I contacted MOHELA to request a refund for payments made during the COVID payment pause. My account was immediately updated to reflect the refund reversal ; however, it also added accrued interest to my loan amount. I contacted MOHELA several times regarding this issue. MOHELA confirmed that there was a letter in my file confirming that my account qualified for no interest during the XXXX payment pause but said they did not have the authority to remove the interest and did not offer any solution. Additionally, I have not received the requested refund. I understand that addressing these issues may take time and requires careful tracking of payments to ensure the successful completion of the XXXX program. I am confident that your assistance will help clarify and resolve these discrepancies. I am prepared to provide any additional documentation or information to facilitate the review and resolution process. Now that student loans are in repayment, resolution to these discrepancies is of the utmost importance to me financially. I have recently been send an invoice for {$600.00} for an account that should be forgiven through XXXX. MOHELA told me to continue paying on this account until resolved or I would be sent to the Collection Agency. Thank you for your assistance in helping me achieve loan forgiveness through the Public Student Loan Forgiveness program. I look forward to a timely resolution of this request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I have been having trouble with Mohela for more than nine months now. Starting in XX/XX/XXXXXXXX I received numerous communications about re-certifying my IDR plan. When I contacted Mohela about the discrepancy between when they were sending me and what was recorded on the student aid website ( https : //studentaid.gov/manage-loans/repayment/prepare-payments-restart ) they attempted to force me to recertify via the phone. I was subsequently removed from my repayment plan in XX/XX/XXXX. I again contacted Mohela and told them that according to the federal student aid website all plans were supposed to be continued through the covid pause. Mohela then processed a recertification without my consent. I contacted Mohela again and told them I did not authorize that recertification and, requested they reinstate me back to my plan and payment amounts from XXXX ( prior to covid pause ). I checked my payment information again, and my rectification date and both the date and payment amounts are still incorrect. They are blatantly telling me that they are not following the guidance from the federal student aid office, and that they are unaware of what information is provided to borrowers. The staff that answers any call ( after 3+ hours on hold ) is unable to do anything and even after promotion to a supervisor nothing is fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-10-03
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: Mohela continues to make me send them the same paperwork over and over again, representatives assure me online that everything is complete only to find out the next call weeks/months later that some more paperwork is incomplete or needs to be done again. Try to get a hold of a supervisor or senior advisor results in wait times exceeding 3 hours with noo options for call backs or other communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 958XX
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to XXXX XXXX XXXX, XXXX XXXX XXXX, and MOHELA/XXXX XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or XXXX XXXX customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33183
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: The company I'm disputing is Mohela. They reported my student dept into two seperate accounts instead of just one and reported my payments incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Prior to consolidation request, had both FFEL and direct loans, totally ~ {$14000.00}. During waiver in XXXX of 2022, Partially consolidated student loan for PSLF ( only direct loans ), which transferred XXXX to MOHELA. Was instructed by dept of education to file request to add on to consolidation loan to include FFEL loans in XXXX. Only partial loan balance displays in MOHELA. Can not reach anyone at MOHELA and have no idea when balance will be updated to accurate value. ; meanwhile, interest is accruing. I started the process to consolidate per fed instructions last XXXX and 12 months later it is still not completed or is being butchered by MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73107
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for XXXX and XXXX on XX/XX/2023 on studentaid.gov. My service was XXXX, and they informed me that due to the XXXX, I would be transferred to MOHELA by the end of XXXX. The end of XXXX came and my loan was supposedly transferred, but I didn't receive any information from MOHELA. Eventually, around XX/XX/XXXX I received notification that my loans transferred and XXXX count was in-progress. I called to speak to a representative because the payment due date was in XXXX, even though loans were not supposed to restart until XXXX. I asked about my XXXX application as well. The representative informed me that : a ) the payment was an error in the system b ) My XXXX application was " lost '' in the transition. I was advised to redo the XXXX application and that I would be put into an admin forbearance while it was processing. My payments are too high to make without XXXX. On XX/XX/XXXX, I received several emails : admin forbearance, and billing statement. The billing statement is for XX/XX/XXXX, so 3 days until a payment is due. But I was supposed to be in admin forbearance until my XXXX application was processed. Today, XX/XX/XXXX, I logon and check that my XXXX application has been denied and I have a payment 2 days past due. I was not notified about anything regarding the XXXX application. Did they want more information? Who knows because they never sent an email, message, or phone call. It was just flat out denied with no reasoning. Interestingly on studentaid.gov, it still shows in-review. I am currently trying to call MOHELA. The wait time at the start was XXXX minutes. I have a job. I can't wait nearly XXXX hours on hold to speak to a representative to find out what is going on. This is not customer service. There are no updates on the estimated remaining time to speak to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I submitted an IBR application thru FSA in order to have my REPAYE plan updated to the SAVE plan. According to FSA, my new monthly total was to be XXXX. On Mohela 's website on my account, the IBR was approved on XX/XX/XXXX. This reflected accurately on my account for a few weeks. I received a confirmation correspondence from Mohela dated XX/XX/XXXX confirming New Monthly Payment Amount of XXXX. One day, randomly, my account total changed to {$610.00}. I made 3 calls and sent multiple written correspondences to Mohela to change this total back to the approved amount of XXXX. I have yet to receive any return communication about this. On XX/XX/XXXX I reached out again regarding the payment amount. Call to Mohela and initially I spoke with XXXX (? ) who states on the phone that the monthly payment on their end is reflected as XXXX. I was then transferred to XXXX, an advance payment specialist. She reports to me that a new letter from Mohela was generated with a total of XXXX and sends a copy of this to my documents on my account. This letter was sent on XX/XX/XXXX at XXXX. THIS IS THE FIRST TIME I HAVE RECEIVED/SEEN THIS DOCUMENT. The letter was dated XX/XX/XXXX. I asked XXXX where this total is coming from and she reports that it is most likely due to my income tax. I reported to her that I have only filled out ONE IBR application and was approved for XXXX. We went through the self attestation questions again and sure enough, I was projected to pay XXXX per month. I am assuming the difference in XXXX to XXXX was because I guesstimated my annual income whereas the application with FSA pulled directly from my tax return. XXXX placed me on hold and verbally confirmed that the XXXX is a SYSTEM ERROR and has resubmitted to have my total return to XXXX. XXXX states that I need to wait 7-10 business days for this to reflect to my account. On XX/XX/XXXX I resubmitted the IDR directly through Mohela 's Repayment Calculator Repayment Plan Evaluator. On page 6 of 12 of this application documents, the payment is projected to be {$300.00} ( which is on par for what FSA approved me for ). I have since sent further communications to Mohela with not a single return communication to date. I have 13 months left of my PSLF and I want to start paying this down immediately. I want my payment through the SAVE plan to be accurately reflected on my account through Mohela. I have filed complaints with FSA, the FSA ombudsman, the WA State Attorney General 's office, PPSL, and FTC. **note- dates on attached document are incorrect. I applied for IDR on XX/XX/XXXX and approved XX/XX/XXXX ( not XX/XX/XXXX and XX/XX/XXXX. I wrote the wrong dates on my attached documents )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela has been unable to provide an accurate student loan payment history for my federal direct loans, and has been unable to provide an accurate refund of payments made during the COVID19 forbearance period. The refunds provided have been processed with no financial calculation data or payment history data to justify the amounts refunded. They have provided no accounting records to justify the actions that they have taken, the amounts they have provided as a refund, or a history of transactions for my account. Per my bank statements, I have made payments of {$18000.00} during the course of the forbearance period between XX/XX/XXXX and XX/XX/XXXX, I initially requested an account history and refund of payments on XXXX XXXX XXXX and have called monthly to check on the status of my requests. I have received a total of {$4900.00} of refund payments from the Department of Education over 5 separate checks as of XXXX XX/XX/XXXX. There has been no account statement or documentation from Mohela to accompany these checks or justify the amount or refund. When I called Mohela to verify the payment amounts, they stated they had no other records of my payments and considered the refund request complete. I have no documentation from Mohela verifying that I have made a refund request. I have no statements from Mohela at all. the online portal only says that " Due to the status of your account, limited information may be available on our website. '' This company is committing fraud and negligence at a national scale.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A