Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: For years I have been in an XXXX ( income based repayment ) program ( historically XXXX ). I am also participating in XXXX. After the release of the XXXX program, I applied via studentaid.gov and linked my tax information. This information was received by my loan servicer ( MOHELA ) on or around XX/XX/2023. On or around XX/XX/2023, I contacted MOHELA to inquire about the application 's status. The agent told me that it was still in process and would be addressed and processed on a first come first out basis. In the meantime, I was told, I would be placed in administrative forbearance. At that point, I inquired if I could just pay the monthly payment ( so that it would qualify for PSLF ) that had been calculated in my account ( around {$350.00} under the XXXX plan ). I was transferred to the regular line and eventually hung up because of wait time. On XX/XX/2023, I called MOHELA again. I waited XXXX minutes for a call back and was connected with an agent. I let the agent know that I was hoping to either XXXX ) expedite the processing of my IDR application for XXXX or XXXX ) get rid of forbearance and pay the rate under the XXXX plan so the payment would qualify for XXXX. The agent then informed me that I was no longer on a XXXX eligible repayment plan and had been moved to the " Levels '' plan. The agent then hung up on me after stating she was going to put me on a brief hold. I called back again, waited around XXXX minutes, and was connected with another agent. This agent informed me that my IDR application for XXXX for lack of documentation, despite the fact that I had : XXXX ) never received notice that it had been denied or that I needed to provide more information ; and XXXX ) had submitted my application on XXXX, linking my tax information. The agent confirmed that I had been placed on the " Levels '' repayment plan, despite the fact that the studentaid.gov account info on my loan 's lists me as still being on the XXXX program. I was transferred to another agent who informed me that my loan repayment due date had also been changed from XX/XX/2023 to XX/XX/2023 without notice. This agent assisted me in resubmitting an XXXX application for XXXX -- I provided the same info as what was provided in my initial application at XXXX. This agent also let me know that my XXXX non-payment ( because I am in forbearance ) would not apply to my XXXX count. She said something like " in the scheme of things, it is only XXXX month. '' My grievance : changing repayment plans and due dates without notice and a staff that is not actually able to resolve issues/change anything. This company should not be handling federal student loans if they can not handle them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98801
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: I applied for the new REPAYE/SAVE plan for my Federal Student Loans. According to my calculations and those from a trusted site using their calculator, the payment amount that was given to me is not correct. I was told my new monthly amount would be {$250.00} but according to my XXXX the payment should be $ XXXX. I understand that there have been miscalculations so I want to get mine corrected. I will also be reaching out to Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11213
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: 2023-10-04
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I was placed in forbearance due to being part of the Borrower 's Defense program however I elected not to be in forbearance. Student loan repayments were to start this month and I am on PSLF and need to be making payments. On XX/XX/23 I spent 1 hour and 34 minutes on hold with MOHELA to speak to representative who informed me that I was going to be removed from forbearance and my first payment would be on XX/XX/23. As of now I am still not removed from forbearance and there are no scheduled payments. This affects my PSLF. I also do not have hours to continue to wait on hold to try and have this removed, again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95628
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am in the Public Service Loan Forgiveness program and need to sign up for a repayment plan that maintains my eligibility for this. The Loan Simulator on the studentaid.gov website was very difficult and wouldn't account for my husband and I filing jointly, not having our individual XXXX ). I called my loan servicer, MOHELA, for more accurate information -- but they did not tell me I could self-report and use my income from XXXX for up to six months. They asked for my XXXX from XXXX and then could not calculate an accurate estimated payment because I didn't have my individual XXXX, just my husband and I 's combined XXXX, since we filed jointly. It was not at all a payment amount that was accurate, but they told me to apply online with this information anyway. I knew the window for applying for a repayment plan was closing soon, so I did what this person told me, but it's still processing -- my application that is, and my " payment '' is due in 2 days, but I don't know how much I owe and they have not put me in administrative forbearance. They also couldn't confirm whether or not the payment I was to make XX/XX/XXXX ( which was based off my old repayment plan in XXXX ), would count towards my PSLF if they didn't process my repayment plan application by XX/XX/XXXX. I called today and was on hold for 5 hours and 51 minutes and then was disconnected! I took all day off to deal with this and then was hung up on. MOHELA had so much time to prepare for repayment and they're botching this. They're causing so much undue stress and financial trouble for student loan debtors. Please do something! WE NEED YOUR HELP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52241
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When my loans were consolidated with MOHELA, I had a standard payment of {$180.00}. I applied for the SAVE repayment plan when applications opened on XX/XX/2023. MOHELA quoted a repayment price of about {$120.00}. When the application was processed, MOHELA did not process it for SAVE, which was indicated on the application, but instead processed it for Income Contingent Repayment. My new payment is now {$220.00}. The terms of Income-based Repayment from the Department of Education state that any income-driven repayment plan can not exceed the standard repayment rate. When I contacted MOHELA to have this resolved, I was informed that the original quoted repayment amount was " just an estimate, '' and that I would have to pay the new payment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2023-09-28
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: Trouble with how payments are being handled
Consumer Complaint: I have 6 Federal DIRECT student loans ( subsidized and unsubsidized with one consolidation prior to employment ). I continue to struggle to get my PSLF fairly counted. The past complaint response was misleading and the servicer at that time stated they gave me credit for XX/XX/XXXX - XX/XX/XXXX and XX/XX/XXXX- onwards with the CFPB, but they did not apply it to all loans. Now MOHELA is being deceptive by applying forbearance periods to each loan differently to prevent me from getting 120 payments. This is blatantly obvious by the fact I received PSLF forgiveness for Loan # XXXX but not for XXXX # XXXX - XXXX. Upon checking the StudentAid.gov website, I confirmed the following facts below, which supports my complaint. IG = Grace RP = In Repayment FB = Forbearance Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - IG XX/XX/XXXX ( same as # XXXX ), and the rest of dates matches Loan # XXXX ( 120 PAYMENTS ). Subsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - IG XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, RP XX/XX/XXXX, and FB XX/XX/XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ). Subsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ). Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX ( 115 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ). Unsubsidized Loan # XXXX ( Disbursed XX/XX/XXXX ) - Exact same as Loan # XXXX with exception of RP entering XX/XX/XXXX instead of XX/XX/XXXX for some reason ( THIS NEEDS TO BE FIXED AS WELL BECAUSE MOHELA ONLY CREDITED ME 114 PAYMENTS WHEN IT SHOULD HAVE BEEN 120 ). Consolidated Loan # XXXX ( Disbursed XX/XX/XXXX ) - XXXX XX/XX/XXXX, RP XX/XX/XXXX, FB XX/XX/XXXX, and the rest of dates matches Loan # XXXX ( THIS LOAN IS CORRECTLY PSLF FORGIVEN WITH 120 PAYMENTS ). I called MOHELA today, XX/XX/XXXX and attempted to get this resolved with the agent but they did not provide me with a clear path forward and shifted responsibility on the DOE and kept referring me to StudentAid.gov. The agent also claimed the DOE is " still '' reviewing PSLF cases and did not give me any indication my account was under review and refused to connect me with the manager. I can not find anywhere on StudentAid.gov to submit a complaint or request for a review of my account. Lastly, to add insult to injury, MOHELA hid/deleted my Loan # XXXX information and my forgiveness letter received on XX/XX/XXXX, as evidenced in the screenshots. They are doing everything in their power to prevent PSLF forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 189XX
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: Trouble with how payments are being handled
Consumer Complaint: I received a notification on XX/XX/23 dated XX/XX/23 from MOHELA stating that my student loans were placed in administrative forbearance from XX/XX/23 through XX/XX/23. I did not request this forbearance and was not provided any additional information as to why or how this forbearance would affect my loan repayment. I requested that this forbearance be removed from my account such that my loans re-enter repayment status as I intended and that my payments continue to count towards XXXX. MOHELA has not responded to my message nor have they removed this forbearance. Communication from MOHELA has been extremely poor, with the rare communication that has occurred being delayed by several weeks, outdated information, or complete lack of information. MOHELAs decisions and errors directly affect my loan repayment as well as XXXX eligibility, and have been highly frustrating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
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: I was solicited by MOHELA to convert from a low interest student loan ( that I was happy with ) to a direct loan and apply for temporary PSLF waiver as I had completed over 10 years full-time employment at a 501 ( c ) 3 nonprofit employer. I went through the necessary actions to verify my qualifications for this and if this was done before XX/XX/2022 I would have my loans forgiven through this temporary PSLF waiver. However, after appropriately submitting this information in XX/XX/2022 and having employer sign off, MOHELA did not inform me of a processing error on their part despite multiple attempts by phone, emails, and online communication regarding processing timeline. They ( MOHELA ) even advised me to switch to a much more financially burdensome IDR repayment plan under the premise that this would expedite my PSLF approval. I would not have signed up for this plan otherwise. Now, after once again contacting MOHELA for assistance and re-processing paperwork with new PSLF application, I have received notification that I do not qualify for complete PSLF. They ( MOHELA ) have essentially performed a bait and switch from a student loan payment plan and company at a locked-in, low interest rate ( that I was very happy with ) to now paying a higher interest rate and higher monthly repayment from false advertising. MOHELA has been negligently misleading, unprofessional, and with poor customer service for which they should be held to account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan was put into administrative forebearance for 2 months without any notice or agreement from me by Mohela. I am now being charged interest but I can not make payments on the loan. Am I ready and able to make payments but I am being prevented from doing so by Mohela and I am being penalized with interest accruals that are not due to my inability to pay. If Mohela can not process my payments, then I should not be accruing interest on the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I tried to call Mohela XXXX XX/XX/2023 as they have the incorrect payment amount for my student loan. My payment is {$370.00} more than what it should be. My interest on the loans is also going up at the incorrect rate and my subsidy should be covering my interest but Mohela has all of my information incorrect. When I called Mohela I was on hold for 1 hour and 47 minutes before they hung up on me. I have not been able to talk to a live representative whatsoever about this issue. Wait times have been XXXX minutes long everyday and they keep hanging up before even taking a call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97355
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A