Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My PSLF counts were not updated for XXXX. It is now XXXX. My eligible payment count is still at XXXX, it should be XXXX and include XXXX. Many people on online forums have had their counts updated to include XXXX so I know the counts are able to be changed, MOHELA seems to be discriminating against me for some reason. Just like MOHELA wants me to pay my bill on time, I want my counts updated on time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
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: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been in the Public Student Loan Forgiveness Program since XXXX with all but ( 2 ) Federal Loans forgiven by a previous servicer in XX/XX/XXXX. The ( 2 ) remainder loans were in process of consolidation and forgiveness under the XXXX Limited PSLF Waiver Program in XX/XX/XXXX when they were transferred to Loan Servicer MOHELA. Despite over 20 attempts by phone and written correspondence in the prior 12 months to determine why MOHELA has not processed the rightful Forgiveness I earned under the Dept of Education PSLF program, no reply has been received, and no processing of forgiveness has started on my account. Wait times to speak with a MOHELA customer service rep often exceeded 1 hour, and when I did reach a rep I was given 7 different answers to the same question as to why my PSLF loans had not been processed for Forgiveness. The loans are still listed as debts on my consumer financial reports hurting my ability to have credit or loans extended. This is negligence BY mohela. MOHELA is now attempting to bill me for the remaining loans for collection which MOHELA will attempt to financially profit from.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I called MOHELA and at the beginning of XX/XX/XXXX and asked how my monthly payment was calculated. The last of my tax returns that they have received from me is from XXXX, which is consistent with the rules of the student loan repayment pause. My payments then were roughly XXXX $ ; now I am to pay roughly XXXX $ without clear reason why. I called back 2 weeks later ( on XX/XX/XXXX ) after I had been told to expect a response in 5-7 business days. When I called back I was told I would have a response by end of XXXX. Yesterday, XX/XX/XXXX, a new message was sent stating I could expect a 90 day response time. As a result, I will be paying more than 5 times what I owe and have no recourse in this situation at no fault of my own.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 100XX
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: Don't agree with the fees charged
Consumer Complaint: I have been continuously checking for updates to my account on mohela. I was previously on REPAYE before the pandemic pause so expected to be automatically switched to SAVE. My family size is XXXX and hasnt changed since before the pause. In e the app, my plan does read as SAVE, but my payment due is considerably higher than it was, nearly twice the estimated payment calculated on student aid.gov and when I do the calculation by hand. The customer service rep I talked to was rude and not at all helpful, in fact she suggested it is my fault that I didnt call sooner. I had received the new estimate only days prior! She said the only thing they could do was put me on administrative forebearance and submit a whole new application. She refused my multiple requests to speak with a supervisor. MOHELA has no idea what they are doing and millions of borrowers are going to be negatively affected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64131
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I tried to switch my payment plan from an XXXX plan to SAVE plan. I am working towards XXXX so I need to make XXXX payments to qualify for forgiveness. My autopay was set to make a payment of {$270.00} on XX/XX/XXXX. After receiving 2 emails on XX/XX/XXXX, my autopay was removed and my loans were placed into administrative forbearance. I tried to call their customer service phone line multiple times on XX/XX/XXXX but was placed on a hold that had a greater than 90 minute queue. I work from XXXX to XXXX in a job that does not allow me to remain on hold indefinitely. The Mohela website shows that I owe XXXX on XXXX but it also shows that I am in administrative forbearance. I do not have the option of turning autopay back on and the manual pay function asks me to manually decide how much to pay for each loan and I can not confirm that paying in this way would be eligible as a XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21230
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was placed on a " processing forbearance '' against my will by MOHELA. All contacts to remove this forbearance to pay my loan ( on an existing REPAYE plan ) has been ignored. MOHELA is now charging interest for the month of XXXX, despite that this forbearance was entirely against my will and my requests to remove the forbearance have been ignored. I am ready, willing, and able to begin repayment but the MOHELA is refusing to allow this to happen and now I am being charged over {$500.00} per month due to MOHELA 's incompetence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20906
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX2023 I called Mohela and asked to speak to a supervisor ( XXXX I believe ) and she confirmed my SAVE Income Driven Repayment Plan for loan sequence # 22 of {$750.00} for a household income of approximately {$65000.00} a year was incorrect. She also confirmed I am not due to recertify until XX/XX/XXXX. I NEVER self report income and always send income information through the IRS link. She put in a request to have my IDR plan reviewed. The next day under Documents Received it showed IDR processing with a date of XX/XX/XXXX. On XX/XX/XXXXXXXX I received a notification loan sequence # 22 was placed in an Administrative Forbearance. Under Documents Received it still showed the IDR plan processing with a date of XX/XX/XXXX. I called Mohela on XX/XX/XXXXXXXX and asked to speak to a supervisor ( XXXX I believe ) who advised that my loan was placed in Administrative Forbearance because more time is needed to process the IDR request. She also confirmed my payment amount is incorrect and I am not the only person with this issue. I expressed my concern that I would not qualify for PSLF for any month I am in Administrative Forbearance. I was told it could be corrected to qualify for months in Administrative Forbearance but am skeptical. I inquired about requesting to remove the Administrative Forbearance but she advised the XXXX bill most likely would be the {$750.00}. I decided to wait to request the removal of the Administrative Forbearance to see if my IDR plan would process. On XX/XX/XXXXXXXX I logged into Mohela to see that my IDR plan was canceled. I DID NOT request this to be canceled! I did not even request to apply for the SAVE IDR plan. I am confused why when I recertified most recently the payment was approximately {$50.00} a month for loan sequence # 22 and then in XXXX it jumps to more than the standard repayment amount. I am frustrated because I will not qualify for PSLF for the month of XXXX and potentially additional months until this is resolved. I SHOULD NOT be penalized for mistakes Mohela has made! I have been on top of my loans ever since they went into repayment in approximately XXXX. I am at a loss at what I can do to get this resolved since I thought the IDR review would correct it eventually but now it is canceled. I am currently in the last 10 months of 120 payments for PSLF. I have 7 of those months completed but need to certify my employment. I planned to certify my employment following the 10th month which would be XX/XX/XXXX. Mohela 's errors are jeopardizing this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46321
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Before consolidating my direct federal loans with Mohela, I had XXXX qualifying payments for XXXX. Studentaid.gov and Mohela both told me I should consolidate my loans to make sure all of my payments qualified under the temporary limited XXXX waiver. Since consolidating in XXXX of XXXX, Mohela has erased my pre-consolidation qualifying payments so that it now only shows XXXX qualifying payments on their website, where it should be XXXX = XXXX qualifying PSLF payments, as of XXXX of XXXX. When I recertify in XXXX of this year, I believe I should have XXXX payments total and not have to make any more payments before having the remainder of my loans forgiven. Also, studentaid.gov seems to have DOUBLED my loan amount ( from {$320000.00} to {$640000.00} ), showing both my previous loans and the newly consolidated loans on the studentaid.gov website. I have called MOHELA multiple times over the past year and each representative assures me that I've done everything right and that they are back-logged and will adjust my qualifying payments in the near future, but it has been over a year and there is still no resolution. I have filed a formal complaint on the studentaid.gov website on XX/XX/XXXX, as well as submitting supporting documents. I received an automated email from them on XX/XX/XXXX, saying that they would " respond to my complaint within 15 days, '' but then never received a response. The case was then " closed '' on their website without them ever contacting me or resolving the problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70119
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: Attempted to call Mohela to discuss repeatedly mishandled loan repayment plans. Called XX/XX/2023 around XXXX XXXX, at approx one hour on hold they hung up. Called back, waited again for XXXX min until they again hung up. Previously had been placed in the appropriate plan, recently got notice they changed so called the first week of XX/XX/2023, was told it was errantly handled incorrectly and they would have it fixed in XXXX business days. This led to the above call as this solution has in fact not been fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64152
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: Need information about your loan balance or loan terms
Consumer Complaint: With student loans restarting, I was supposed to receive an update on when my loans would be restarting, with at least XXXX weeks notice per MOHELA. I received noticed on XX/XX/23 for repayments that were due XX/XX/23, which is not a three weeks notice. Furthermore, the email I received was backdated to XX/XX/23 to make the three week threshold. I dont think billing statements are allowed to be backdated and it should not have taken over a week to send a simple email. I had no idea at what point in XXXX my payment would be due and barely XXXX weeks notice is not enough.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99515
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A