Date Received: 2024-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loans were forgiven under XXXX in XX/XX/2023. Mohela still reports the full amount on my credit report though they report {$0.00} balance due, and XXXX also shows a {$0.00} balance. I tried disputing it through the credit bureaus but they have continued to report the full balance as outstanding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/2023 and XXXX XXXX amount due tripled. Service company posted wrong amount owed and failed to send reminder of payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60202
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have a student loan under Mohela for Public Service Loan Forgiveness. XX/XX/XXXX is my XXXX qualifying payment. My employer is filling out my final form for me to submit and get verified for forgiveness. Mohela tried to tell me XX/XX/XXXX is an ineligible month because of forbearance they gave me. Previously Mohela failed to send out bills in time and the US Dept of education put the loans in forbearance with no payment due until XX/XX/XXXX. Yet it was very clear terms the Department of Education and Mohela stated these time periods will count as eligible months of service towards forgiveness. XXXX did show up as an eligible month yet they tried to pull a fast one with XX/XX/XXXX which should be my XXXX eligible payment towards forgiveness. Once processed my Public Service loan employment verification form for XX/XX/XXXX my loan should be forgiven. I am also contacting the President who previously forced Mohela to straighten out my count and your agency etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was under an income-based repayment plan that averaged about {$250.00} per month in payments, for years. Last year I applied for Public Service Loan Forgiveness. My loans were transferred from XXXX to Mohela. Loan payments began last XXXX following the end of covid pause. No problems with XXXX payment, the normal {$250.00} was debited from my account. However, on XX/XX/XXXX Mohela, with no authorization and no explanation, auto-debited {$6800.00} from my account, causing it to be overdrafted. I discovered this on XXXX XXXX XX/XX/XXXX. I immediately called Mohela. I asked them what happened and requested a refund, agreeing to a refund of the amount minus my XXXX monthly payment. They did not provide an explanation, only asking if I authorized someone else to have access to my account, which I have not. They agreed to a refund and stated it would take XXXX days to process. The next week on XX/XX/XXXX I called Mohela again to confirm the refund was being processed, which was confirmed. However, the account person blamed the large auto-debit on my failure to renew my income-based repayment plan. I asked for an email in writing confirming the refund. The account person agreed, then did not include that language in the email I received. I patiently waited for my refund to be processed. I remember seeing a national story sometime during this time which is when I learned I was not the only person this had happened to. The article stated that everyone affected would have their accounts put in forbearance until the issue was cleared up. I checked my account online and confirmed my account had been placed in forbearance. The article stated that months in forbearance would count toward loan repayment. I became suspicious again when I received emails from Mohela regarding not paying my XXXX and XXXX loan payments. But I dismissed them, believing my account was still in forbearance while my refund was being processed. On one weekend in XXXX I checked my account online and realized my account was taken off forbearance. I still had not received my refund. On the morning of XX/XX/XXXX I called Mohela again and was told that my refund was not going to be processed because it was determined to be an " impermissible refund '' but that the XXXX payment would be applied to future loan payments. I had not been notified of this decision by Mohela, and as stated earlier if that was the case, why was I receiving emails regarding not making loan payments in XXXX and XXXX? During the XX/XX/XXXX phone call I asked to speak with a supervisor. I waited on hold for more than XXXX minutes, and no supervisor came to the phone. I was put in a callback system that stated a supervisor would call me back the same day. I never received a phone call. Later that same day on XX/XX/XXXX my wife called Mohela on my behalf and spoke to a different account representative. She was given different information about my account. This time, Mohela stated that only XXXX XXXX of mine was put into forbearance. The original refund request from XXXX was cancelled and Mohela 's accounting had created a new refund request on XX/XX/14. My loans are now in overdue status because of no payment. They also stated for the first time that the entire payment from XXXX had to be refunded and they could not do partial refunds. My wife again left her number for a supervisor to call back, to an automated callback system that promises a supervisor will call you back on the same day. She never received a call back. At this point I believe Mohela has committed grand theft- they have lied, failed to provide me information, and given conflicting information every time I call. They are refusing to refund my money and I no longer trust anything they say to me. I didn't attach any documents to this complaint but I can provide documented proof of everything, including screenshots of my bank account and phone showing call history should that be necessary.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33463
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Based on a letter I received from XXXX dated XXXX, my loan account was transferred to MOHELA effective XXXX. I received a letter from MOHELA dated XXXX welcoming me and informing me that they now controlled my loan effective XXXX. ( See XXXX Acct Letter, MOHELA Welcome letter attached ) Based on views from all three credit reports, XXXX nor MOHELA updated my credit report with this information. I reviewed and have filed 3 disputes regarding incorrect information sent to XXXX, XXXX and XXXX from XXXX. All three credit reports sent information stating that XXXX stated that my loan was in good standing, active and the loan balance of XXXX is still being reported as {$92.00}, XXXX Since XXXX no longer owned my loan effective XXXX, XXXX had no knowledge that I had received a letter from MOHELA dated XXXX informing me that I had received from the Biden-Harris Administration 's Income Driven Repayment ( IDR ) forgiveness and my loans were PAID IN FULL effective XXXX. ( See attachment IDR forgiveness letter indicating zero balance ) Each time I submitted a dispute with each credit bureau ( XXXX, XXXX, and XXXX ), XXXX continued to report there was a balance. How could XXXX know if there was a balance if they transferred my loan? XXXX failed to update their records with the national credit bureaus indicating that MOHELA was my current loan service provider. MOHELA has also failed to provide the information to the three credit bureaus that they were the last loan service provider for my loans when I was given the IDR forgiveness on XXXX. To date, MOHELA is not listed as a service provider on my credit report. This fraudulent reporting from XXXX has impacted XXXX, XXXX, and XXXX from reporting my current credit utilization on my credit reports which also impacts my credit score. As of XX/XX/2024, XXXX is still reporting that the XXXX XXXX XXXX loan balance is still active and has a balance of XXXX, XXXX. As of XX/XX/2024, XXXX is still reporting that the XXXX XXXX XXXX loan is still an active and open account with a balance of XXXX, XXXX according to XXXX. ( See attachments ) Please review the attached documents regarding my student loan accounts and assist me by updating your information on my credit report. This letter has also been sent to the FCRA and XXXX XXXX Consumer Financial Protection Bureau to assist me with my complaint. In closing, I do not have an active educational loan and my loan should reflect a zero balance and not a balance of {$92.00}, XXXX. Thank you for reading my email and your attention to this email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have paid my federal loans consistently since 2015. I paid during covid, and while I was earning a principal certificate. For a few months, XXXX charged me a late fee ; I inquired. XXXX claimed I did not indicate for which loan I wanted my payment applied. XXXX never sent a message that this was a new procedure. Their lack of communication cost me money. I suspect it is not a new policy but a way to scam people out of more money. Next, I applied for a public service loan through Mohela. I waited an entire year only to find out they had " lost my application '' because, at that time, I had to send a paper copy. I applied again and was accepted this past summer. But, by the Fall, I was not receiving credit- when I inquired, They reported that I no longer worked for a qualifying school. Not true- I have worked for XXXX XXXX for XXXX XXXX Consequently, the payments I made during this time, " did not count ''. I have messaged Mohela several times to tell them I did not want my loan to be in deferment ; they didn't respond. I have paid faithfully, but none of the federal student loan companies have dealt with me fairly. They seem to work overtime to make paying off my loans difficult. Their fraudulent behavior has cost me more money than I borrowed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Contacted my student loan servicer Mohela XX/XX/XXXX to inquire about returning to payment XX/XX/XXXX with my income driven repayment plan ( SAVE ). As of my knowledge in XX/XX/XXXX I logged into my Mohela account and my payment due was double that it was supposed to be under the IDR ( Save ) agreement. Approximately went from XXXX $ to XXXX $ without any notice, correspondence or reason as to such. Contacted MOHELA XX/XX/XXXX to ask about my PSLF Employment Certification which I submitted in XXXX of XXXX, and was effectively discussed 90 days later from that initial submission as it was marked as a " duplicate form. '' Customer representative on XX/XX/XXXX ( have recorded phone call, ) indicated that these types of errors, " just happen, '' and further advise me to submit an additional PSLF Employment Certification Form, of which I already had after looking at my account and seeing that Mohela completely dismissed my initial PSLF. I submitted another manual PSLF in XXXX, had in signed by my government employer, and it has been nearly 90 days and the form is still " processing. '' I have never received any billing statement correspondence from MOHELA either through the mail or electronic means ( email, secure messaging, etc. ) I was told my refund for XXXX and XXXX refunds due to their negligence as imposed by the department of Education would take 60 days, however there is no written correspondence to indicate this actually happened, only a customer service representative whom claimed she processed it on XX/XX/XXXX. I'm very troubled by the lack of transparency, nearly absent correspondence, related to my actual income driven repayment plan ( SAVE ), and especially as it relates to my monthly payment plan doubling within about a week following my most recent payment of XXXX $ on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82007
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XXXX XXXX I spoke to XXXX and her trainer since she was in training. They both stated I would get PSLF credit for the admin forbearance. Currently XXXX shows as ineligible. In the MOHELA website it stated XXXX is eligible. Go figure, MOHELA counts my XXXX as ineligible. I have placed 2 other complaints about MOHELAs failure to update my counts. A month or so later the complaint gets addressed. Why do I need to file a monthly complaint to have my counts updated? Why is MOHELA not held accountable for their failures?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Fool me once shame on me mentality here. This will be my 4th complaint about my PSLF counts not being updated in a timely manner. I wait a reasonable time period for MOHELA to update my counts, they dont. I file a complaint. I wait unreasonable amounts of time for them to address my complaint. During that excessive waiting period, my counts get updated. MOHELA responds stated my counts have been updated, case is closed. Im learning I need to file these complaints earlier. Until I am given the timeline MOHELA has from the Department of Education to update counts, I can only assume my counts are being updated only due to these complaints.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I asked MOHELA my lender more about my missed payments on my 2 student loans why it keeps changing and why or if they can remove the missed payment from my credit report now that I pay on time payments and have for months I need them removed from credit. So I received a disclosure statement saying they would relieve me for a give me disbursement for on 1 of my 2 loans both from MOHELA both unsubsidized loans from XX/XX/XXXX to XX/XX/XXXX {$1700.00} on the loan of XXXX and {$990.00} on my second loan for XXXX for dates XX/XX/XXXX to XX/XX/XXXX. Tried to message them to at least see about removing missed payments on my credit report and got no response and also am wondering why I was never granted the disbursement for the loans as well? I have screenshots and pictures as proof as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A