Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Spoke with MOHELA representative XXXX on XX/XX/XXXX to have my payments made under the administrative forbearance for the months of XXXX and XX/XX/XXXX applied to XXXX and XX/XX/XXXX per MOHELA email received on XX/XX/XXXX. I was transferred to XXXX in billing. XXXX put in my request and advised it could take up to XXXX business days to apply. My payment was due on XX/XX/XXXX. Called MOHELA and spoke with representative XXXX on XX/XX/XXXX as my payment was still not applied. She looked into the situation and told me it was still processing and if the payment shows as past due to not worry as it would be retroactive back to XX/XX/XXXX when I made the request. I logged into MOHELA on XX/XX/XXXX and noticed my account was placed in a forbearance. Called MOHELA and spoke with representative XXXX and XXXX XXXX. I was told I was placed in a processing forbearance until XX/XX/XXXX without my consent. I requested this to be removed immediately as the month would not count towards XXXX otherwise. I was told they could not guarantee it would count and that a request would take XXXX days to remove the forbearance. I was then told it should be updated when the XXXX does the XXXX adjustment. I asked for a letter detailing this and I was told they could not provide one as this information was on the XXXX website. I read the information to the supervisor and representative directly from students.gov regarding months in forbearance only counting for XXXX or more consecutive months and that would render this forbearance timeframe ineligible. I was told sorry, we can not do anything about it.
Company Response:
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loads were switched again, now to Mohela. I signed up for auto pay. They sent me missed payment notification. I logged in to find the issue. Assumed my own error on auto payment and paid the past due and the new payment. At the end of the month, I checked my bank account. The original payment has been processed by my bank AND the double payment. I made three payments and have not received any update and will not be credited for three. Since I am counting down the payments from XXXX ( they have yet to produce a full number of payments left ) before my loans are discharged- I've been working as either a teacher or at a non profit since XXXX this is just money to them that I will never be credited. I've sat on hold from that time I get off work ( XXXX XXXX ) until the time they close ( XXXX XXXX ) multiple twice this week. Another XXXX days through my entire XXXX lunch break. They can't account for my payments. They can't accept payment. They can't remedy their issues. I can't even talk to someone about how to get it solved. If these were true for any type of financial services but student loans, we would get to report these as scams. Please begin treating them as such. These are known issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98531
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Prior to XX/XX/XXXX, I submitted a Public Service Loan request for loan forgiveness. I received some information indicating that I needed to submit proof of employment ( recertification ) from XX/XX/XXXX to XX/XX/XXXX. I submitted the required form, but I still have not received loan forgiveness. I submitted a PSLF form that allowed me to received a special one time waiver ( known as the " Limited PSLF Waiver '' ) which would allow me after proof of ten years of public service and 120 payments to receive loan forgiveness. I fulfilled my obligation : ten years of public service and 120 payments. It is now XX/XX/XXXX, and I still have not received any request for additional information ; however, I still have not received loan forgiveness.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Qualified for the XXXX XXXX XXXX XXXX, which was at first denied by Mohela in XXXX as they had not calculated the correct number of payments I paid. Was placed in an Administrative Forbearance while they were recalculating. They now show that I have enough payments to qualify for XXXX, but instead of processing this they are ending my forbearance and asking me to start paying again early next month. Loan should be forgiven and balance should be XXXX. No further payments are required and yet they are sending bills. They do not respond to emails and phone hold times are hours and often end up being dropped calls.
Company Response:
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Prior to covid my student loans were affordable now with the new repayment plan they tripled to the point they are unaffordable.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Inaccurate information / education on how payment is being applied to interest and principal, respectively. No notification regarding ineligible payment toward PSLF for unnecessary forbearance from XX/XX/XXXX. Payment amounts being allocated to other loan principles while neglecting lowest balance, highest interest rate loan. Was told payment amount must cover interest accumulated, which it appears it does, and should not be applied to principal on other loans while allowing interest to accumulate. Can not answer why this is the case. Unclear/confusing information regarding accumulation of interest and balance reflected on loan regarding SAVE plan. Unable to provide planning advice regarding monthly payment amount and plan while evaluating PSLF options. Customer service representative went silent and hung up on XX/XX/XXXX when no longer able to clarify information or answer concerns, after waiting almost two hours for a callback. Always conflicting information and varied levels of customer service, ranging from acceptable to very poor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48146
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am having paying my student loan thru Mohela. The fist payment I made it and then I signed in to have direct deposit by month to be paying the loan. I then got a letter that I owe 4 months of payments and I pay them. The next month I got a letter that I owe 5 months. Why are they not taking my money and stacking months and months of late payments when I am trying to pay everything. Now I dont have enough money to cover what I owe them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77015
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela has failed to count the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX towards my payment counts for Public Student Loan Forgiveness. I have called and requested that my account be updated so many times that I have lost track. I have been promised that my payment acount would have been updated by XX/XX/XXXX, XX/XX/XXXX and this month. This has not happened. Mohela 's failure to update my payment counts has caused me not to receive loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I was able to secure loan forgiveness through PSLF and payoff XX/XX/XXXX for my loan but I still have not received my refund for XXXX payments that were over the XXXX qualifying payments needed for my PSLF qualifying payments. I searched online and saw that other students posted online that CFPB was able to help them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60067
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-21
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have been waiting to have my XXXX application to be processed for almost two years. It was initially submitted by fax in XX/XX/XXXX. I contacted Mohela in XX/XX/XXXX to inquire as to the processing delay and was told the fax was incomplete as only the first of several pages came through ( though nobody ever contacted me to notify me of this ). I resubmitted the form on XX/XX/XXXX. After the status didn't change from " processing '' after several months I inquired as to the reason and was told they are waiting for XXXX to approve my employer ( the state of California ) as eligible. They said they couldn't give me any timetable for completing the application review. At this stage, I am now well past my XXXX required payments needed for forgiveness and I'm still making payments as I wait for this process to pay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95691
Submitted Via: Web
Date Sent: 2024-01-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A