Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I contact MOHELA twice in mid XXXX first to move to an income driven repayment program as my current program payment was too high. I requested the paye program first, but when I called the second time I was told the repaye program ( that would become the save program ) would be a better option for me so I requested to be put on that program. I verified with the rep they would disregard the first application and take the repays application first. They updated my repayment programe to the paye program. I thought that was just a mistake and it would change to the repaye program. When it didn't change, I contact them again at end of XXXX inquiring about the change. They said to keep waiting and they would escalate it and it should process the change in 5 to 7 business day. On the XXXX business day it still had not changed, so I called again. The rep told me they had caught their mistake and put my account in forbearance for me so I wouldn't have to make the payment under the paye program in XXXX. They told me there was nothing else they could do besides keep waiting another 5 to 7 business days. On the 8th day I called again due to no change and they said to wait another 5 to 7 business days. It has now been 10 business days and there hasn't been a change or anyone reaching out to me. I am calling again on Monday.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 652XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am using MOHELA as my student loans servicer and have enrolled in the PSLF program. I made all required payments on time and in full for over 10 years qualifying me for loan forgiveness. After submitting the necessary paperwork to have my loans forgiven it took 6 months to hear back, even though I was told 90 days max. After numerous calls to customer service that kept me on hold for hours I was told everything looked acceptable, but they were waiting on the Federal Government to approve it. Today I received notice that I was denied because I needed to make 120 payments, but also that I had already made 130 qualifying payments. Of those 130, 124 were eligible. No further explanation as to why I was denied and can not seem to reach a helpful or knowledgeable representative. It appears I am one of the many many people mislead and mistreated by this servicer and/or program. I work as a qualified employer of the public sector on the XXXX of XXXX, NY XXXX XXXX and have dutifully held up my end of the agreement. It has been over 10 years and I still have to make payments on my loans that should be forgiven. None of these extra payments are reimbursed if I should ever get this program to effectively forgive my loans as promised.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12110
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/29 I called MOHELA to get an update for my XXXX XXXX XXXX XXXX. I was on hold for XXXX hour before my call dropped then for another XXXX hours after calling back. I was at work. Once my call was received I was told that my loan was in default because I had not made a payment this month. When I asked how that was possible because I was enrolled in autopay, the agent told me that MOHELA cancelled my automatic payments on XX/XX/XXXX. I asked how they could do that without my authorization and she had no explanation. I was told I received an email. I was not able to locate an email with a notification. I was later told that they had no record of my autopay enrollment. I have been paying through automatic withdrawal for years and have had no trouble with my payments to MOHELA until now and have never had a late payment for anything. My credit score is nearly perfect. Coupled with that my XXXX XXXX XXXX XXXX status has also been a debacle. My application had been approved and my first loan should have dropped off this month. It was approved after having worked as a XXXX XXXX XXXX XXXXXXXX teacher for a little over 12 years. I recently left teaching and am now employed as a XXXX XXXX XXXX employee. I was told that the payments I have been making were not counting towards loan forgiveness because I did not verify my employment with them. They were not able to explain to me, XXXX why I would need to do that since I have already verified over 12 years of public service, and XXXX. How I would even know they required me to update this information with them. What she did tell me was that I had deferred payments while I was in school, XXXX years ago. I told her that if I have been employed in public service for 13 years ahd have been making payments the entire time, how could I have not accrued enough payments for the forgiveness. Again, no response. I asked to speak to a manager but the agent was unable to find one and I could no longer wait on hold because my phone had no charge and I was not able to plug it in where I was taking the call at work. I was told a manager would call me in 7-10 business days. It was also my understanding that as a condition of my loan that the forgiveness would be nullified if I had a late payment, one of the reasons I chose to enroll in autopay. I feel cheated and jerked around. I also feel that the long waits and lack of clear information is a way to not follow through with any loan forgiveness. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85202
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: Trouble with how payments are being handled
Consumer Complaint: My loans are with Mohela. I have over XXXX qualifying payments for XXXX forgiveness on XXXX loans. Over the past XXXX months, I have repeatedly requested to move my loans into an active status, so they may be processed for forgiveness. This is important and time-sensitive, as the interest accrues over XXXX a month to my balance. Three times now, without any request or authorization, Mohela has continued to place my loans into forbearance and deferment. The only way I know this is that they follow up with a letter saying, " Your request for -- - has been processed '' - Yet I have NEVER made such a request. In fact, I have now sent THREE letters and countless phone calls asking them to stop this unauthorized action. I feel this is a deceptive practice to intentionally delay the processing of my XXXX and continue to increase my balance through interest accumulation. I have documentation to demonstrate each time they have done this and documentation of me repeatedly asking them to stop taking liberty of placing my loans into forbearance or deferment. I have repeatedly clarified that I do not want this and it is being done against my will. I have been making payments on my remaining loans through the SAVE plan, yet my interest just accrued XXXX to my balance- which Mohela previously told me would not happen. I am beyond frustrated with this process and the time spent attempting to communicate with this loan company. I feel someone needs to examine their practices that are delaying earned loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2023-09-30
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: Received bad information about your loan
Consumer Complaint: My new servicer ( MOHELA ) sent me what my payment will be and the amount is inaccurate as it did not take into account my wifes student loan payments. Since my wife and I file married jointly, they are supposed to take a weighted average between our payments and the combined should be what they are saying we owe individually. Our loans used to be with XXXX XXXX as I am working towards XXXX. When I called my servicer, I was on hold for more than XXXX minutes and the representative could only say they are using my AGI from 2020 tax year to calculate my payments. I used to be on the REPAYE plan and now I was moved to the SAVE plan. The representative said they will submit a request for it to be recalculated but no promises. She also told me to reapply for the SAVE program and recertify my income in order to fix the problem. And although this may fix the problem, I am not required to do income recertification until next spring. Its in my favor financially to not do recertification until Im required to do so. In addition, the representative said they do not have any files or documentation in my account. Im assuming XXXX may have failed to share my last income verification and IDR application, however this isnt, or at least shouldnt be my fault or my issue to manage. Its incumbent upon MOHELA to get what they need to do their scope of work from XXXX correctly. I have opened a case with the Department of Education. So far, ( after more than a week ) I havent heard anything from either organization. Keep in mind that MOHELA said 2 days I will get a response and the department of education said two weeks. The other issue is I have sent numerous electronic messages to MOHELA asking for information and in the rare instance I get a reply, it doesnt answer my questions. I usually just dont get a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55369
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Fair Credit Reporting Act ( 15 USC 1681, section 602a ) requires agencies like XXXX and XXXX to operate fairly, respecting consumers ' privacy. I am asserting my right to privacy, as outlined in 15 USC 6801. This law states that financial institutions, like those supplying data to credit agencies, must respect and protect their customers ' private information. I haven't given XXXX, XXXX, or any data provider explicit written permission to share my details, so any previous consent I might have given is now withdrawn. Additionally, 15 USC 6802 ( b ) ( c ) specifies that financial institutions can not share personal data with third parties without informing the consumer how they can prevent such sharing. I wasn't given this information. Also, 15 USC 1681C ( a ) ( 5 ) restricts agencies from reporting certain negative details that are more than seven years old. This hasn't been followed in my case. Furthermore, the Family Educational Rights and Privacy Act ( FERPA ) from 1974 protects students ' education records. As outlined in 20 USC 1232g ( b ), it applies to all educational institutions, from elementary to post-secondary, whether public or private. Lastly, 15 U.S. Code sections 1681s2 ( A ) ( 1 ) A and 1681e require that institutions don't share incorrect consumer data and that agencies like XXXX and XXXX have measures to avoid breaches. I believe these measures aren't being followed. According to 12 CFR 1016.7, I can opt out of reporting services at any time, and I'm choosing to do so now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was anticipating Mohela beginning to auto-debit my bank account, on a monthly basis beginning in XXXX, because payments are resuming in XXXX. I *WANT* to resume making payments because I am working towards PSLF. Mohela put my student loans into " Administrative Forbearance '' for the purpose of " processing '' something ( they did not tell me what they are processing ). While my loans are in Administrative Forbearance I am not able to make payments that count towards my 120 qualifying payments. However, because of how my scholarship was structured, I must make a payment every month, even if it doesn't count towards my 120 qualifying payments. This is because my old law school pays me a lump sum every year to cover my loan payments. If I don't may 12 payments in a year, I will owe my law school money. So I'm stuck in the position of being required ( by my law school ) to make a payment every month, but being prevented from making my monthly payment because Mohela put my loans into forbearance with no notice and no explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have called and sent documents and filled out forms and spend HOURS on the phone either waiting to speak to someone or speaking to someone and still the issue has not been resolved. MOHELA is stating that I need to resume payments when I have made well over the XXXX payments required for forgiveness under the new XXXX criteria. When my loan was transferred to MOHELA from XXXX, all of my payments were not applied to my account and I have submitted documentation showing payments as far back as XXXX when the XXXX program started. At this point, I am being told I need to resume payments when in fact, I should be owed a refund. I have asked over and over again for a manual count to get credit for all payments through XXXX and when I speak to a representative, they all agree yet NOTHING has been done. I have uploaded documents and mailed documents and faxed documents and still, nothing has changed. I am in the process of seeking legal counsel which I will also ask MOHELA to pay the fees incurred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2023-10-02
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: Need information about your loan balance or loan terms
Consumer Complaint: " Thank you for submitting your XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. You are not eligible yet, as you have not yet made the required XXXX qualifying payments necessary to be eligible for XXXX. To qualify for XXXX, you must make XXXX qualifying payments. In addition to making XXXX qualifying payments, you must also be working full-time for a qualifying employer at the time you apply for and receive forgiveness under XXXX. XXXX This is the email I received. I just consolidated my loans from XXXX XXXX Mohela and applied for XXXX. When I did this, I made copies of all of my payments ( more than XXXX ) to XXXX and re-applied for XXXX. I am also working full time at a qualifying employer. Once XXXX loans were consolidated to Mohela, it says I don't owe anything now because I am in a forbearance. I don't remember requesting this and I CAN NOT get ahold of anyone to discuss. The prompts on their phone line will not let you speak to an agent and do not answer the questions I have. I have tried calling, emailing and can not get service. I have waited on the phone for hours and tried the call back option but never receive a call back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 681XX
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: Problem with customer service
Consumer Complaint: My loans were forgiven in XXXX of 2022 However, I had filed a borrowers defense case against XXXXXXXX XXXX and I was approved for discharge. I should be receiving a refund on those payments made prior to the forgiveness. I am now with a degree that I was promised career choices with and that did not happen. I spent two years working so hard on this degree with the intent of transferring positions to find out the degree did not allow that. I am now in the discharge group, I have contacted Department of Education in regards to my payments refunded, they told me to contact Mohela. After 4 failed email attempts, I called and was told they don't know anything about the discharge or refunds. I made payments and need the money returned for this loan
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A