Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am unable to contact Mohela about my student loans and student loan forgiveness. When using the " Contact Us '' on their website, they never provide an email address or contact form to fill out. It keeps cycling though their FAQs which are not helpful or informative. When I called the XXXX number, I was not able to connect to a person and was told to go to their website. This is ridiculous! I am have received an email from the XXXX XXXX. of XXXX stating the some or all of my loan were forgiven and they would send that forgiveness information to Mohela on XX/XX/2023. However, Mohela sent me a bill with a due date of XX/XX/2023. Am I required to make the payment or not?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In early XX/XX/XXXX, my payment amount on XXXX was added for the XX/XX/XXXX loan payment re-start. This payment amount was incorrect -- it should have been the same payment I was making prior to the payment pause but instead was double what I had been paying. I had not recertified my income so there's no reason it should have changed. I took the advice of the Mohela website and waited to see if they would update my payment amount when they sent a billing statement and this never happened. I called to inquire on XX/XX/XXXX and after waiting XXXX hours for a call back, the Mohela representative had no idea why Mohela had my payment listed as twice the amount it should have been. The customer service representative suggested I recalculate my XXXX payment amount, which I did on the phone. She said it would take XXXX business days to process. It has now been XXXX business days and it has still not been processed. I received a billing statement on XX/XX/XXXX for the incorrect amount. The billing statement listed a payment due date of XX/XX/XXXX and was backdated to XX/XX/XXXX ( billing statements are required to be provided XXXX weeks ahead of the payment date -- Mohela did not do this and inaccurately backdated my billing statement ). Around XX/XX/XXXX my payment amount was updated on Mohela.com to a lower amount, but my billing statement was not updated to reflect this. I attempted to pay the amount due on XX/XX/XXXX so my payment would not be delinquent, but when I tried to pay it the payment not applying the amount due across all loans and instead just to some of the loans which would prevent the payment from applying to my PSLF count. On XX/XX/XXXX, I tried to call Mohela to discuss. I have been on hold for XXXX hours so far and not been able to talk to customer service. Additionally, I submitted an updated XXXX certification form at the beginning of XXXX. It has been a month and my payment counts have not been updated. This is absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Was on the REPAYE plan making payments of around {$30.00} per month, and was automatically switched to the SAVE plan but now my repayment is {$280.00} a month. There is no explanation to the miscalculation, none of my financial information has changed ; the SAVE plan is supposed to be lower than what I was making under the REPAY plan. Hours on hold, only to be helped by customer service agents that are " being trained by their mentor '' except the mentor is not on the phone call. Waiting for my " new '' IDR to be processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: SEE ATTACHMENT! Missouri Higher Education Loan Authority ( MOHELA ) Attn : XXXX XXXX XXXX XXXXXXXX XXXX XXXX, MO XXXX Subject : Request for Account Verification and Compliance Documentation Dear MOHELA Customer Service , I am writing to request account level documents for my student loan account. Specifically, I seek to verify the amount owed and ensure compliance with Federal Law 15 USC 1681b ( 2 ). Additionally, I request proof of consent for sharing my nonpublic personal financial information with non-affiliate third parties, including credit reporting agencies. Please provide the following : Account Verification : Please provide a detailed account statement that includes the principal balance, accrued interest, fees, charges, and transaction history. Include any recent transactions or adjustments to my account. 1. Original creditor 's name and contact information. 2. Full account history with all transactions. 3. Details of interest or fees associated with the debt. 4. Proof of MOHELA authority to collect this alleged debt. 5. Agreements or contracts relevant to the alleged debt. 6. Verification of the debt 's accuracy, including the claimed amount. Compliance with Federal Law 15 USC 1681b ( 2 ) : Confirm MOHELA 's compliance with Federal Law 15 USC 1681b ( 2 ) regarding the sharing of consumer credit information with credit reporting agencies. Consent to Furnish Information : Provide documentation demonstrating MOHELA 's lawful authority to furnish my financial information to non-affiliate third parties, including copies of consent forms or agreements. I kindly request that you provide these documents within 30 days of receiving this letter. Failure to comply may necessitate further action on my part. Please send the requested documents to : email address on file Thank you for your prompt attention to this matter. I anticipate your timely response. Sincerely, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33351
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/XXXX, I was under the impression that I needed to submit a new XXXX verification to resume student loan payments in XXXX and, as such, I submitted my application to mohela. They denied my application stating that my new payment would be higher. I then asked for a letter regarding my payment amounts so I could submit it to my mortgage company as I am in the process of buying a house. They provided me with that letter and stated my payment amount was valid until XX/XX/XXXX. Shortly thereafter mohela increased my loan payment without any pending application before them. I am also confident they have calculated my new payment amount incorrectly. I brought this to their attention and requested a reinstatement of prior payment. They submitted an application which remains pending now several weeks later. I brought this to their attention and emphasized that time was of urgency so I could close on my new home. They have still yet to make a decision on the request. Meanwhile, they have also placed me on forbearance which now jeopardizes the purchase of my new home. Additionally, placing me on forbearance deprives me of the opportunity to make payments and extends the length of my repayment period. I have tried calling them on numerous occasions and Im almost never able to speak with anyone, let alone anyone with any actual training that can help resolve my issues. For example, today I was hold for over 4 hours and was not able to speak with anyone. At this point, their actions are potentially costing me thousands of dollars and I am being penalized to no fault of my own.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Please see attached documentation for dates. 1. Student loans paid off in full with XXXX XXXX XXXXXXXX XXXX. XXXX XXXX XXXXXXXX reached out regarding refund for any payments during COVID-19 hold on loans. 3. Loan reinstated with no corresponding check or transfer of funds 4. Loan transferred to Mohela 5. Mohela is not responsive to queries regarding refund. 6. Mohela requests fraudulent loan to be paid and does not respond to phone or electronic contact of support. Please see attached letter for a more clear description.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have asked MOHELA for specific information about a failure to discharge my qualifying student loan several times and have never received answers my specific concerns regarding the substantial delay in discharging my qualifying application. I would like answers to XXXX ( XXXX ) specific questions : XXXX. I had XXXX of XXXX qualifying payments at the time I submitted my XXXX application and employment certification in XXXX of XXXX with FedLoan - over 15 months ago. I want to know what MOHELA is doing to research the error that appears to have occurred when my application was transferred from XXXX to MOHELA and how they have communicated with XXXX XXXX this failure to review and discharge my loan. XXXX. As my loan should have been XXXX prior to the end of the COVID forbearance, I would like to apply for a refund of any interest that accrues while I wait for MOHELA and the XXXX to resolve this issue. My state considers student loan forgiveness to be income and the additional balance will be an added financial burden that I should not have to pay. Please provide this information. If an interest refund is not available, I would like a detailed justification of why I should be paying interest on a loan that more than qualified for discharge at the time I submitted my application in XXXX of XXXX. XXXX. The period of administrative forbearance approved for my loan is only through XX/XX/XXXX. I would like reassurance that administrative forbearance will be automatically extended if this issue has not been resolved by XX/XX/XXXX. Given the time my XXXX application has already been in review, this seems like a more than reasonable request. I would like a response to each of these specific questions. I will not accept an answer from MOHELA that only repeats their assertion that XXXX is responsible for the final review. MOHELA is the official servicer for XXXX applications and is responsible for addressing any errors or delays in processing applications. I have attached MOHELA 's Third Party Authorization Form to allow them to communicate with CFPB about my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 537XX
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: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Per Department of Edu and servicer statement should have been received XXXX days prior to the first due date after the repayment pause. This did not occur, first payment due XXXX and email with statement received XX/XX/XXXX. Shows made available on servicer 's portal on XX/XX/XXXX. Also received email confirming auto-payment improperly formatted to the point it was missing the scheduled date for withdraw. The discount for having the loans on autopay is also not made clear that it is applied to the interest calculation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68506
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: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Since XXXX before my loans even began disbursement, I have been employed by a qualifying employer. I have submitted certification forms for this qualifying employment covering XXXX until XXXX of this year. Additionally, I have submitted paperwork waiving any in-school deferment or forbearance. This waiver was in place before MOHELA took over, and I have since resubmitted it twice to MOHELA since they seemingly lost the records. This waiver of deferment and forbearance should be in effect retroactively to the beginning of my loans and moving forward until I request otherwise. These XXXX things combined mean that every single XXXX of my payments should count as eligible towards XXXX. Despite this, there are XXXX payments from XXXX that MOHELA refuses to update as eligible towards XXXX, even though before MOHELA took over they were shown as counting towards XXXX. I have been told that there is an administrative forbearance for these XXXX months, but MOHELA refuses to give me any more information or remove this incorrect forbearance. I did not request this forbearance nor did I never received any notification of this forbearance being placed without my request. It was not, to my knowledge, on my account before MOHELA took over. Every single payment before these XXXX months shows as qualifying towards XXXX, as does every single payment after these XXXX months. Additionally, my required payment amount at this time was {$0.00} as can be seen by looking at the payments before and afterwards, meaning that in effect there would be no difference made to my loans if this forbearance were removed. This forbearance is nonsensical and inaccurate ; it should be removed from my account so that these XXXX payments correctly count as eligible towards XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: in accordance with the fair credit reporting act these creditors have violated my rights. XXXX XXXX XXXXXXXX XXXX account number : XXXX on XX/XX/XXXX address : XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXX, closed account with no account number. XXXX XXXX & XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) XXXX XXXX account number : XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX ( XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) XXXXXXXX XXXX account number : XXXX. XX/XX/XXXX address : XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, CA XXXX XXXX ) XXXX XXXX account number XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) XXXX XXXX account number. XXXX XXXX XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX account number : XXXX. XX/XX/XXXX address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX ) MOHELA/DEPT OF ED, account XXXX. address : XXXX XXXX XXXX XXXX, MO XXXX XXXX - XXXXXXXX XXXX XXXXXXXX Under 15 USC 1681 section 602 states I have the rights to privacy. 15 USC 1681 section 604 section 2 it also states : a consumer reporting agency can not furnish an account without my written instructions. 15 US Code 1681A definitions ; rules of construction - exclusions. -- - except as provided in a paragraph the term " consumer report '' does not include -- any report containing information sole as to transactions or experiences between the consumer and persons making the report. Under 15 USC 1666b : a creditor may not treat a payment on the account under an open-end consumer plan that's late for any purpose. 1 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A