Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I filed a borrower defense application back in XX/XX/2023. I chose the option to not put my loan in deferment or forbearance while it was being processed. I just received a letter stating that it was put into forbearance. I have not authorized or requested any forbearance. I am applying for a mortgage and this is making things difficult. I want them to remove the forbearance immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60657
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: MOHELA loan servicer will not return phone calls or emails. Wait times for the call center are in excess of XXXX to XXXX hours. Current payment amounts are incorrect company will not work to resolve incorrect payment amounts billing amount due is different on student aid website and MOHELA website, customer service is unable to resolve issue. MOHELA erroneously auto withdrew excess money from my checking account after auto debit with processed and XXXX. Bill was received only XXXX weeks before due date via backdated online inbox. Unprofessional practices and customer abuse. Unprofessional practices negatively effecting my financial and mental well being.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33908
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: My loan payment count is incorrect by 14 and 15 qualifying payments. Mohela has undercounted each loan between 14 and 15 qualifying payments. I have made several attempts over the phone-sometimes waiting up to 2 hours on hold. I have also made several written attempts, including another written attempt today, XX/XX/XXXX. Mohela has failed to answer any written attempt. The count has not been corrected and Mohela has provided no reason as to why they have failed to correct it, or why they believe the 14 and 15 payments ( for each loan, respectively ) are not qualifying. To note : documentation has been provided annually, re-certifying my employment eligibility since payments began XX/XX/XXXX. Mohela has provided no information and no correction, even in light of annual re-certification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98178
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: My wife and I had been with XXXX and had XXXX student loan payment under the XXXX plan. She was put on the XXXX program ( though her payments is over XXXX what she was supposed to pay ) and I was put on the XXXX plan. Since XXXX was shut down, I can no longer access those records to prove this. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Originally called in XXXX because payments were showing start date of XXXX. Talked with rep and created ICR plan and received clarification on payment start dates. Yet Mohela app continued to state payment start date of XXXX I had to call right before XXXX for clarification again. Contacted them XXXX with questions regarding XXXX plan. On the phone with a rep for 20 minutes before they informed me they're in training where I was then put on hold multiple times while they're conferring with someone else. The whole time I'm getting conflicting information until finally they transfer me to an experienced rep. Ask about SAVE plan vs ICR. Information was pretty confusing but eventually got it figured out. Rep informed me of using adjusted gross income. Updated income and rep told me they could take my statement of income and informed me of new monthly amount then stated it could take some time to process the change. On XXXX I get a notice from XXXX stating they need more time to research this request. Even though same notice states per Illinois Student Loan Servicing Act they have 14 days to inform me of this.. On XXXX I receive correspondence from XXXX that my request is being processed. Also on XXXX I receive notice from XXXX I'm put on administrative forbearance where my daily interest will continue to accrue and capitalize, payments are optional, and auto-debit will be suspended including the .25 % interest reduction. On XXXX received notice from XXXX stating interest not capitalized during XXXX Payment Pause. Same notice states interest will not be added to my balance after payment pause ends but also if interest remains unpaid it will be added to the balance after the payment pause.. On XXXX I get correspondence from XXXX of my new payment amount which is not at all what the rep told me. This notice states payments are optional until due date but that if I was on a payment plan prior then I have to make those payments.. Correspondence seems to be lacking accurate information and is extremely delayed. Hard to figure out what is even going on with my payments. When I tried calling in the meantime of all this I requested a call back. They called back and I answered. I was immediately put on hold without speaking to anyone, then the call disconnected and I received a voicemail that I missed their call. Wait times are excessive and I can not get through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60115
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I recertified my loans as I was supposed to and resubmitted updated pay stubs. The calculation was that my loan payment would be approximately {$340.00} a month. Today, XX/XX/XXXX, I check and find that my payment has jumped to {$450.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95219
Submitted Via: Web
Date Sent: 2023-10-01
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 direct student loans are serviced by MOHELA. Before the payment pause, I was on the REPAYE program. MOHELA automatically switched me to the SAVE program, but is incorrectly calculating the payment and has not responded to my inquiries. Specifically : the payment amount would be correct if I was a single filer ( disposable income calculated with a one person poverty line amount ), but I filed married filing jointly ( no dependents, so a 2 person poverty line should be used ), and my wife also has federal student loans ( so my payment amount should be pro-rated by the proportion of our loan balances ). I have not been able to reach MOHELA by phone, and they have not responded to email inquiries.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela needs to forgive the remaining balance of my student loans. The loans were supposed to be consolidated first. Then, all of my student loans would have been forgiven. Mohela did not do it. Please correct the mistake. Forgive the rest of my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-01
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: Trouble with how payments are being handled
Consumer Complaint: As the repayment period approached, I applied for the XXXX program, which I am confident I'm eligible for. I have been unemployed for over two years, and my disability claim is still pending. My family relies on XXXX and XXXX XXXX for basic needs, but XXXX denies my application for the program. I have applied twice, and both times, they rejected it due to a lack of income verification. However, I have provided all the necessary documents, including my XXXX most recent tax returns, to prove my eligibility. I've been contacting the Department of Education, but all they send are generic emails containing tutorials, applications, or instructions to contact XXXX. I need help getting XXXX to explain what other information they need from me or why they are not allowing me to participate in the XXXX program. It feels like I'm being misled and scammed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85710
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: -Imade some lump-sum payments ahead of repayment restarting. on XXXX of the loans I paid in full, Mohela website shows that nearly XXXX XXXXXXXX of my autodebited payment amount will be directed toward this ( paid-off ) loan -my minimum monthly payment shows XXXX different amounts, depending on where on the site I look -XXXX ago, I set up my autodebit to an amount greater than my minimum monthly payment. Today I received a backdated letter showing my monthly XXXX amount - at the XXXX payment, not at the amount I designated XXXX has not responded to any requests for information, and it's impossible to get anyone on the phone
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A