Date Received: 2023-09-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I consolidated my federal loans with MOHELA and applied for SAVE. It is now two months later and my loans have not finished consolidating and I have no idea what my actual payment will be. As of two days ago, I received a statement showing my payment due on the level repayment plan. That is not the plan I applied for. My loans should not be in repayment while a repayment plan application is pending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a request to change to standard repayment plan XX/XX/XXXX. Estimated processing time of 5-7 business days. As of today XX/XX/XXXX, it is still listed as processing. I called XX/XX/XXXX to inquire about expected processing time, as payments are set to resume. I was not given an approximate time frame. I was only told that IDR requests from XXXX were now being processed, but she had no information on other plans. Deferment was offered, which I declined, as I am less than a year from forgiveness for the majority of my loans and I'm hoping this is addressed prior to the day my payment is due. I was also provided information on applying for the IDR/SAVE plan and then the auto enrollment for payments to save {$5.00} on my loans, which I declined, as I'm still waiting for one form to be processed and I do not trust them to take the appropriate amount every month. Online message was sent XX/XX/XXXX. Expected response time of 3 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried several times to sign on to MOHELAs website. The website will not acknowledge my identity and can not resolve the issue. They have manipulated their website and call center in such a manner that it makes it impossible to sign on to repay your loan. They throw a ton of roadblocks in the way to keep you from registering. A quick ask on XXXX showed that many people are have the same problem. It was suggested that Mohela did not bother preparing for repayment or they are fishing for late fees. Either way they refuse to resolve the issue. You can not get a person on their customer service line and they claim the account is lock with no way of unlocking it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60030
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I downloaded a payoff letter from Mohela and mailed a check on XX/XX/14 to the XXXX XXXX address listed on my payoff letter. Mohela cashed my check for {$15000.00} on XXXX XXXX ( Please note that the amount I sent is actually different from the payoff because I mis-wrote the check and owe them about another {$90.00}. ) I have uploaded my bank 's evidence that they have cashed the check. The transaction number is listed on the letter, and it specifically states that the transaction is MOHELA. I have called them twice, I have uploaded evidence of the payment, and the payment is still not credited to my account. I reached out to them two additional times via the portal. Further, they have charged me interest on my full balance. I have also filed a complaint with Student Aid. I don't know what else to do at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17403
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX XXXX XXXX is falsely reporting that I am an enrolled student. I am not. Mohela says half of my loans are in in school deferment. I called and asked about this issue and informed them I briefly enrolled at the XXXX in XX/XX/XXXX but immediately withdrew. For some reason the university is updating my status monthly as enrolled. I am unable to get in touch with anyone at XXXX to resolve the issue. Second, in XXXX I requested that my student loans be in repayment status while I was in XXXX XXXX. My loan servicer is reporting that my loans were in deferment for 6 months of XXXX. Mohela told me that I could get this corrected via FSAs site. There is no such form for correction on FSAs site. Mohela also said that FSA is reporting my enrollment at a university- I looked in FSAs site under your enrollment and the XXXX is not reporting as a school Ive attended- BUT they still show that half of my loans are in deferment status. This all matters because I have been a public educator in the PSLF program for 15 years. I should be eligible for forgiveness NOW but am not due to these issues and inaccurate payment counts as a result.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77493
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/23 I received an email from Mohela that my automatic debit had been suspended. When my loans transferred from Federal Student Aid, I was assured that this information would be carried over -- and I followed all directions and verified that they had my auto debit info. Mohela must have lost it, which will cost me time and increased interest payments. The morning of the email, their website was down for maintenance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, Mohela seems to be unable to process basic customer service requests in a timely manner - often in a way that earns Mohela more money at the expense of the borrower. I requested {$30000.00} I paid in the pandemic pause on my student loans back on XX/XX/. I used the pandemic pause to make headways on my student loans for getting my degrees as a XXXX and XXXX XXXX, but I needed to request some of the money back this past winter as times have been tight. I was told it would be no problem. Not only I have I not seen this money yet - over 7 months later - but, Mohela every time I call, keeps pushing out the date for when I might receive the money back. Now, they just said they don't know. Mohela added the {$30000.00} I requested back to my student loan balance on XX/XX/XXXX and Mohela has been charging me interest since the loans went back into re-payment on XX/XX/XXXX off of a total amount including the {$30000.00} which they still hold hostage and they can not tell me when they will get to me. The predatory practices of Mohela are seen in other ways as well. At the end of XXXX I called and requested to be in the SAVE plan. Based on my current income I was told that my payments would be {$0.00} and my interest would be covered. Several weeks later online it appeared Mohela put me in the wrong income bracket, first with a payment of over {$1300.00} and then a few days later inexplicably it changed to over {$800.00} and then again this week online my account shows Mohela charging me over $ XXXX/month. I called Mohela again on Wed XX/XX/XXXX to ask why the monthly bill amounts were changing and why it was not a {$0.00} payment as told to me by the Mohela rep I spoke with at the end of XXXX. After being on hold for a total of 4 hours on Wednesday XX/XX/XXXX the representative could not find out why my payment was not {$0.00} and so she told me she would have me verbally reapply over the phone for the SAVE program and again quoted me a $ XXXX/month payment. Today, online my account shows the problem still has not been fixed and shows I will be charged over $ XXXX/month despite reassurances earlier this week that the matter was fixed from the Mohela representative . Written complaints are met with an automated response saying that any account changes can take up to 90 days. Also on the same call on XX/XX/XXXX a Mohela representative warned me not all my student loans were enrolled in automatic deposit. I told her I applied to have my different loans put into automatic payment on XX/XX/XXXX but the request is still " processing '' on the website almost a month later. Mohela is taking too long to complete even basic tasks like auto debit. I have contacted Mohela multiple times regarding these matters but have not been helped or had the problems solved. In summary, 1 ) Mohela is slow walking the return of my pandemic pause money ( {$30000.00} ) for over 7 months while simultaneously now charging interest on that amount while they keep it. 2 ) Mohela has taken an extended amount of time getting me into the SAVE plan that I applied for ( and according to their own rep I qualify for ) and instead they put me in the wrong plan - all while charging interest and monthly payments that are higher than they acknowledge I should qualify for. XXXX ) Even basic web processes like signing up for auto debit are unable to be processed almost 20 days out. Please help correct these issues. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX was transferred to Mohela. I contacted mohela XX/XX/XXXXXXXX to request a refund of loan payments made from XX/XX/XXXXXXXX through XX/XX/XXXX. I received the payments made through mohela on XX/XX/XXXX. I was told because my other payments were made through XXXX XXXX, it could take 4 months to get my past payments. I continued to call and check in as my refund never came. I was told in XX/XX/XXXXXXXX that my refund would be issued no later than XX/XX/XXXX. When this date lapsed and I still did not have my refund of {$38000.00}, I called mohela and they could not give me an expected date and told me to just call back in a few weeks. In the interim, despite not receiving my refund, mohela re-added the XXXX to my loan total. I believe they did not submit the refund requests on time as originally requested. As of XX/XX/XXXX I have not received my loan payment refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97206
Submitted Via: Web
Date Sent: 2023-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I applied on studentaid.gov to have my student loan repayment plan switched from PAYE to SAVE. I linked my studentaid.gov account to the IRS so all financial information would be readily provided. On XX/XX/XXXX my application to have my IDR plan changed to SAVE was denied. MOHELA was contacted and I was informed by a customer service representative that the income information provided by the IRS was " unverifiable '' and that the application was denied as such. The agent could not answer how the IRS provided unverifiable information, I requested transfer to a supervisor at which point the representative placed me on a XXXX minute hold before the call was ended by MOHELA without speaking to a supervisor. On XX/XX/XXXX I contacted MOHELA again regarding this issue. I was informed by this representative that my request was denied for " unknown reasons " and that they could reprocess the application. This representative asked if I would like to be placed in administrative forbearance while the application was reprocessed, I declined to be placed in administrative forbearance. On XX/XX/XXXX I received email notification from MOHELA that my account had been placed on a 90 day administrative forbearance while my was being processed. I again contacted MOHELA. A representative told my secondary application to transfer from PAYE to SAVE was declined because the monthly payment amount on SAVE would be higher and that I was placed on administrative forbearance because of this as well. I reiterated that I had requested transfer to the SAVE plan and understood the payment amount would be higher. The representative informed me it was " standard practice '' to deny any requests that increased payment amounts. I requested transfer to another representative who reiterated the above information but offered to work with a supervisor to again submit a new application to change to the SAVE plan, that the supervisor could " formally request I leave administrative forbearance " and that they could " possibly reinstate the PAYE plan '' as opposed to placing me on the standard " if forbearance is able to be ended ''. When I requested information surrounding why nothing the representative offered could be guaranteed they simply reiterated that a supervisor would have to request my be serviced per my application. The representative again resubmitted my application. On XX/XX/XXXX I received an email from MOHELA informing me that I have been placed on a second 90 day administrative forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After being on the federal payment pause, my loans were switched to MOHELA. When I got my first bill in XX/XX/2023, my payments were more than double my previous payments before the pause. I do not know why my payments had such a huge increase. I called MOHELA and was on hold for a long time. Eventually I spoke to a nice lady who looked at my account and said she did not know why my payments had increased. She put me on hold again and said she would try to resubmit my information to get my payments back to what they should be. I am still waiting to see what the results are but I am getting worried because it's almost XXXX and it still shows that I will owe the higher amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A