Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, My name is XXXX XXXX. I am a XXXX XXXX XXXX resident of XXXX XXXX Iowa. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. After I return to the United States I attended XXXX XXXX XXXX XXXX. Although I received a full tuition scholarship, I took out loans in order to afford a place to stay and feed myself. I graduated XXXX school in XXXX and since XXXX of XXXX have been on the XXXX waiver. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX During the pandemic my servicer left the student loan market and my loans were transferred to mohela. Because I knew student loan payments were resuming this month, I began filing my paperwork months ago. I knew that the month of XXXX was going to be a disaster for these companies and so I really wanted to make sure that I had everything in order. I applied for and was put on the SAVE repayment option. I received notification that I was accepted on an IDR repayment plan on XX/XX/XXXX of XXXX. On XX/XX/XXXX I received a letter from Mohela, without my request or acquiescence, that all but one of my loans were being put into " administrative forbearance. '' Although this will save me money in the coming months, it means that my payments while in forbearance will not count toward my PSLFXXXX payments goal. This is unacceptable. My tax dollars have gone to fund payment to servicers like mohela, and despite knowing for over a year now that repayment was to begin, they are not ready. It is unconscionable that borrowers are put into this position. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2023-10-03
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: This summer, my student loans were moved from XXXX moved to Mohela. On XX/XX/XXXX I applied to the new SAVE program, knowing that repayments were starting on XX/XX/XXXX. I have requested to have Paperless contact from Mohela, so all of my official letters from the company come through the online Inbox in their portal. On XX/XX/XXXX, I received a letter in my Inbox from Mohela that was backdated to XX/XX/XXXX, telling me that I had been approved for one month of Forbearance ( which is a standard practice when switching between IBR plans to the new SAVE plan ), and that my Forbearance period is from XX/XX/XXXX - XX/XX/XXXX. It stated that if I had not paid my {$5.00} Forbearance payment, that I needed to contact them by phone. I have not been able to find any information indicating that I did pay at the time of my application ( I don't think I was ever given an option to make that payment ). Mohela has had hours long wait times, and despite trying to contact them, I have not been able to get through. I also received a second letter in my Inbox on XX/XX/XXXX, backdated to XX/XX/XXXX, that stated that I had been approved for the SAVE plan, and giving my new SAVE payment amount. The letter also states that my SAVE payments would not start until my deferment period ends ( Per the Forbearance letter - after XX/XX/XXXX ). However, on the Mohela website, instead of showing that I am in Forbearance, it says that I owe my first payment towards the SAVE plan starting on XX/XX/XXXX. I received these two conflicting letters on the same day, and they gave me conflicting information about the status of my account, and about my payment amount. Additionally, because Mohela was so delayed in uploading my official letters into my Mohela Inbox, I did not receive ANY information about my repayment amount until XX/XX/XXXX, which was only one week before payments were due to restart on XX/XX/XXXX. This is not enough time to plan for something as big as student loan payments. It also has not been enough time to get in contact with a representative from Mohela to have my questions answered, particularly when each attempt to call requires hours of wait times, and when some of those calls end in disconnections or hangups before even being able to reach a representative. In fact, I have once again been sitting on hold with Mohela while filling out this complaint, and a complaint with the Department of Education. This current call wait time is one hour and counting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60622
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: on XX/XX/2023 I made a payment on my student loan with intent to pay of the principal and interest and to pay off the loan. Loan sequence number XXXX. The amount due was : {$20000.00} so my bank account processed this payment and posted it. MOHELA says they " can't locate this payment ''. on XX/XX/2023 I made another payment on my student loan sequence number XXXX for the amount of {$10000.00} ( principal + interest ). I got a bank confirmation this payment was processed. MOHELA once again " cant locate this payment ''. It has been over 3 weeks and I am still accruing interest on these loans even tho I paid them off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40299
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: Submitted an application for PSLF on XXXX my original loan servicer was XXXX. After submitting a PSLF form, XXXX informed me my loan would be transferred to MOHELA on XXXX On XXXX I showed a {$0.00} balance on XXXX. MOHELA received the transferred loan information on or around XX/XX/XXXX. The payment due dates and monthly payment amounts on several of my loans are showing differently on MOHELA than they were on XXXX. MOHELA is stating that on the standard repayment plan my loans are ~ XXXX XXXX. XXXX has always been showing $ XXXX. Called MOHELA and was told there was nothing they could do and nothing they could provide. Instead they stated that my loan already under a standard repayment plan could apply for being placed on a standard repayment plan. They quoted me at {$860.00} for that standard repayment plan. I applied for IDR on XX/XX/XXXX and to prevent that application from any issues, I was advised not to submit an application to be placed on the standard plan. While I wait for my IDR application to be processed, I am being forced to pay a higher payment than what my actual loan payment should be.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Multiple times I have called, waited on hold for HOURS, and been provided a lame excuse for why I couldn't be assisted by that agent and passed to another or disconnected. I applied for the XXXX repayment plan via the federal website who passed my info along to MOHELA to be approved. The works has already been done by the federal website, just needs stamped by MOHELA but due to the delays I will have to pay much higher payments until they finally approve my request to be changed over to the XXXX program. It honestly feels like a delay tactic to get me to pay higher payments for as long as possible before changing my repayment plan. It is now XXXX weeks after my original request, XXXX weeks of calling have not achieved anything and I'm stuck with a much higher payments until MOHELA does what they are being paid to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92354
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: I am entering into repayment and was told that MOHELA was obligated to provide 21 days notice before my payment due date, which is apparently going to be on XX/XX/XXXX. I received a notice of auto-debit from MOHELA today XXXX XX/XX/XXXX ) and a notice of a message regarding repayment from MOHELA on XX/XX/XXXX. These notices are not 21 days or more in advance of my repayment starting. I have been unable to reach them my phone due to unreasonable hold times. I would like my servicer to follow the law and provide the 21-day notice required for myself and all borrowers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
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: Requested update on PSLF qualifying payments after verification application, and the count remains inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95341
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I can't get through to Mohela. I have signed up several times for the PSLF program over the years. My loan was moved and I was assigned to a nonqualifying program to which I was unaware. During XXXX and XXXX I again filled out the paperwork provided to correct my payments and they be counted for the PSLF. I have been a XXXX XXXXXXXX for nearly XXXX in a rural area, XXXX XXXX in WA state and qualified for the state program providing funds for my loan due to my status of public service in an extremely rural area. So I waited and waited and just got information for starting my repayments ( I thought after paying for 12-years my loan would be excused as promised. ). I just discovered my loan is not assigned to PSLF and this is just not right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-30
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I was told I would receive a billing statement before 21 days of my first payment due date from MOHELA. I have not received such notice. I dont know when my payment is due, and their website says XX/XX/23, but all the news outlets say repayment is starting XX/XX/XXXX. I dont want to have to pay late fees. I need to know when my payment is due, and MOHELA has failed to provide consistent information about my payment dates.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 058XX
Submitted Via: Web
Date Sent: 2023-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: In or about the year XXXX, my federal student loans were being serviced by XXXX XXXX. On or about XXXX, my student loans were transferred to other servicers. However, to date, XXXX XXXX has never sent me a XXXX or other documentation acknowledging that my student loan debt obligation was canceled with them. It has also been over 3 years since my student loan debt has ever been attempted to be collected. I received a Copy B of the XXXX from MOHELA which is now the current servicer. However, MOHELA, has yet to reflect this cancelation of debt on the student loan account. MOHELA has also failed to apply the XXXX loan forgiveness provisions allowed under federal law as I was an educator for over two ( XXXX ) decades in urban school districts across the United States. MOHELA also continues to violate my federally protected rights by reporting alleged student loan obligations to XXXX, XXXX, and XXXX. This violates my federally protected rights under the Privacy Act of XXXX, FERPA, UDAAP, FDCPA, and FCRA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A