Date Received: 2023-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a federal XXXX loan borrower who should qualify for sXXXX loan forgiveness as a XXXX XXXXl employee. I have worked in XXXX XXXX since XXXX. I have been told repeatedly by Mohela that I have enough qualifying payment months they just aren't showing up yet. I keep being asked to wait 90 days between calls to Mohela for my account to update. The account never updates and when I call I get told they are waiting for information to be reviewed and updated and to call back. Now I am against the wall that I am supposed to go into repayment on loans that should be discharged. I was told I would receive an administrative forbearance because it was not my fault that I am waiting for them to review and update, but today am being told that is not the case and they can not do that for me. I am set to go into repayment in less than a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela XXXX months, years of my paid-ahead due dates. During my XXXX period ( through XXXX, XXXX ) I " paid ahead '' many loans by several months, even several years for most loans. Now, Mohela has wiped out those paid-ahead months and years. For example ( see attached for XXXX and Mohela loan detail ) : XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX ( just a couple weeks from now ) XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX XXXX XXXX XXXX ( Mohela XXXX XXXX ) XXXX Paid-up Until : XXXX, XXXX Mohela Next Payment Due : XXXX, XXXX Result : Loan payments that should have been months or years in the future now WRONGFULLY due in a few weeks. If a bank pulled a felony like this, i.e., erasing or ignoring loan payment due dates, that bank would lose their charter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am on PSLF and IDR. From XX/XX/XXXX until now I have been on COVID forebearance. I have not recertified my income since forebearance since I am not required to do so until XX/XX/XXXX. My last payment in XX/XX/XXXX was {$99.00}. Given that no interest has accrued and I have not recertified my income, my payment -- according to Federal Aid -- should be exactly the same, {$99.00}. However, MOHELA, my loan servicer, has it listed as {$170.00} starting in XXXX. I have messaged them and provided proof ( attached - bank statement showing XX/XX/XXXX payment amount ), and even filed a complaint with the ombudsman, but the payment has not been adjusted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan payments are not being calculated appropriately based on my last filed income certification which was filed in XXXX - family size XXXX, XXXX {$44000.00}. Taxes have always been filed XXXX and income certifications have always been with a family size of XXXX, except for XXXX when it increased to XXXX for a child. My spouse does not have federal student loans. XXXX - I was switched from REPAYE to SAVE in around XX/XX/XXXX and my repayment amount was initially not adjusted and remained at $ XXXX XX/XX/XXXX - I contacted MOHELA for further guidance for my repayment amount remaining the same and was told that they might update the payment amount, or I can recertify now. I did not wish to recertify my income at this time. XX/XX/XXXX - My listed monthly payment increased from {$94.00} to {$95.00} XX/XX/XXXX - I contacted MOHELA for clarification on this increase and was told by a representative that all adjustments were final and to expect no further changes. Told that I could recertify with new income information, but declined given guidance by Federal Student Aid that borrowers will not have to recertify their income to be eligible for new SAVE repayment plan and calculations. I was then advised that my payment amount increased to account for interest that had accrued on my account since I last recertified during COVID forbearance. I disagreed with this statement and asked for manager/supervisor review of my account. Told I would receive a call back in ~5 days. XX/XX/XXXX - I contacted MOHELA after identifying the likely issue with SAVE repayment plan. Using the last certified income of {$44000.00}, family size of XXXX, the repayment amount is {$95.00}, which is exactly the amount listed as my payment amount. The representative confirmed that my account was recalculated on XX/XX/XXXX and the family size was reset to XXXX. XX/XX/XXXX - I contacted MOHELA and as I had not received a call back from manager/supervisor review of my account, nor a statement. Representative advised they could not see if a manager/supervisor was reviewing account but advised to call back later next week. Also advised that I should receive a statement over the weekend. XX/XX/XXXX - I contacted MOHELA and requested a manager/supervisor. Outstanding issues : 1 ) Monthly payment amount remains incorrect according to last certified income and family size 2 ) No return call from manager/supervisor for account review 3 ) No receipt of monthly statement - due date of XX/XX/XXXX. I was told that all payment amounts are final and refused to review my account further to confirm miscalculation of my family size and assist with getting this addressed. MOHELA rep declined to assist with further investigation/discussion about my incorrect payment amount listed and told me I must certify with new income information. MOHELA rep stated that they do not know why I haven't received a call back from manager/supervisor regarding my request for account review and phone call and declined to help with this issue. MOHELA rep identified that I had not received a statement because in submitting documents in accordance with a prior representative on XX/XX/XXXX, their system put me into an automatic forbearance. I requested that this be removed, and they advised this has been requested. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The above has been most of my communication with MOHELA to this point in time. I have attempted to request a review of my account, including justification for the increase of my monthly payment amount for the student loans. I have been able to get confirmation with a representative that my family size was reset from XXXX to XXXX, which is likely the main issue, and appears to be consistent with the new monthly payment. According to the Department of Education Final Rules and Regulation ( 34 CFR Parts 682 and 685 ) Published XX/XX/XXXX and guidance from the Federal Student Aid, posted date XX/XX/XXXX Electronic announcement ID : XXXX, subject : Loan Servicing Information Availability of Saving on a Valuable Education ( SAVE ) Plan and Updates to the Income-Driven Repayment Plans, borrowers will not have to recertify their income and the new formula for repayment under the SAVE plan will be applied. I have attempted several times to get my concerns/issues regarding my payment amount not being appropriately calculated to be addressed through MOHELA without having to update my income. Many of the responses I've received from MOHELA seem to contradict the guidance from the Department of Education. I believe I've allowed ample time and enough attempts to get this resolved myself prior to reaching out to third parties such as CFPB and the Federal Student Aid Ombudsman to get this issue addressed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28590
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, MOHELA is taking over 10 months to update my PSLF payment count prior to my consolidation and they don't understand the terms of the Limited PSLF Waiver Opportunity. They insist that they received my Loan Consolidation Application on XX/XX/XXXX when Federal Student Aid 's website confirms my application was sent to MOHELA on XX/XX/XXXX XXXX PM. MOHELA 's website now says the status " XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX ''. My Loan Consolidation Application was sent to MOHELA on XX/XX/XXXX XXXX PM. Direct Consolidation Loan Application and Promissory Note OMB No. XXXX Signed on XX/XX/XXXX. I've been waiting over 10 months for the payments prior to the consolidation to update on the PSLF tracker payment count. When I called MOHELA XXXX XX/XX/XXXX and talked to XXXX ( ext XXXX ) and the escalation line XXXX ( ext XXXX ), they both insisted that my payments prior to consolidation wouldn't qualify because MOHELA received the form on XX/XX/XXXX. I was on the phone for over an hour explaining that my application was submitted via the PSLF Online Tool on XX/XX/XXXX XXXX PM ; therefore, the waiver would qualify according to Federal Student Aids website ( https : //studentaid.gov/announcements-events/pslf-limited-waiver ), " I submitted a consolidation application by the deadline, but the processing of my consolidation was not completed by XXXX XXXX, XXXX. Am I eligible for the benefits of the limited PSLF waiver? If you have FFEL, Perkins, or other loan types that are not Direct Loans, your consolidation application must have been submitted online through StudentAid.gov by XXXX XXXX XXXX XXXX on XXXX XXXX, XXXX, in order for you to receive the benefits of the limited PSLF waiver. After explaining this multiple times, XXXX ( ext XXXX ) then said that MOHELA doesn't process my Loan Consolidation Application and Federal Student Aid will process the form and update the payment count prior to the consolidation. This also is incorrect according to the Federal Student Aid website, " We expect that it may take at least 90 business days for MOHELA to process these forms. Many factors impact processing times, including if your loans were with another servicer and require a transfer to MOHELA, if the form had any missing fields such as an employer 's EIN, the number of PSLF forms we receive, and if we are reviewing your employer 's eligibility, among other factors. Once the processing is complete, it will take additional time for the servicer to make adjustments to your payment counts and apply discharges. It is apparent that MOHELA doesn't understand the Limited PSLF Waiver Opportunity and is taking over 10 months to process my Loan Consolidation Application. I would like MOHELA to update the PSLF payment count prior to the consolidation of my loans. Thank You, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95128
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have sent certified letters and digital submissions via the internet portal. They refuse to process and provide evidence of this debt. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 648XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Submitted form on studentaid.gov XX/XX/XXXX. Called to check on any information needed from me and status of SAVE plan form processing XXXX. Called XX/XX/XXXX to check in after XXXX business days ( how long they said it would take to process when checking previously ) to see status of processing and was told there was no timeline for processing. Asked about the interest above my payment amount being waived if they take longer than the first month of payments since I am switching to the SAVE plan, and I was told that could not occur until I was already on the SAVE plan for that payment period. So, I will have XXXX XXXX of interest instead of ~ {$40.00} ( estimated SAVE payment ) until they process my form. I shouldnt have a XXXX XXXX penalty for each month it takes them to process my form. In the meantime, rather than switching me to the SAVE plan, they have moved me from the PAYE plan ( under $ 100 monthly payment ) to a level payment plan of {$810.00} per month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are currently serviced through MOHELA. Initially I was on REPAYE plan then transferred to SAVE plan with {$0.00} payment based on IDR information submitted XX/XX/XXXX during the pandemic. I logged online to MOHELA account and saw that my {$0.00} payment changed to {$2500.00} with a due date of XX/XX/XXXX within this past week. I have not received any correspondence regarding this payment amount despite emails from FSA stating that servicers must provide at least 21 day notice. After speaking to MOHELA representative, they stated that they sent email correspondence to my email on file on XX/XX/XXXX although this never made it to my inbox. I requested they resend this information so I have it on file but have yet to receive anything. I requested an extension to the due date as I did not receive adequate notice as I tried to resolved the issue with the incorrect amount being due but was told my only option was to enter forbearance. The representative also stated that my current payment amount of {$2500.00} was the amount if I did not re-certify my income as they did not receive any information from my prior servicer XXXX ( previously automatically transferred from XXXX XXXX ). I provided them with information in the form of mail correspondence from EdFinancial dated XX/XX/XXXX reiterating my approval for REPAYE payment plan which was automatically transitioned to SAVE along with the payment of {$0.00} until recertification on XX/XX/XXXX. I also provided the initial copy of my REPAYE IDR application back in XX/XX/XXXX and associated tax returns. Based on the correspondence from my prior servicer my recertification date would not be until XX/XX/XXXX. I am still being pressured to re-certify my income at this time as they stated this would be my only resolution despite FSA stating that borrowers would not have to recertify until 6 months after repayment start at the earliest. They are stating this is the only option as XXXX did not send over the appropriate documents to transfer the IDR plan to MOHELA. I am still awaiting a resolution to the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11364
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I completed the loan docs for the SAVE repayment for {$170.00} per month and how the repayment with Mohela is {$390.00}. Also to start in XXXX. I emailed the servicer twice with no response as of yet. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77385
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have 3 Issues with my loan service provider Mohela. 1 ) There is a glitch in the system that is causing my loan payment amounts to be calculated incorrectly when I am applying for the SAVE program : I have been in an IBR plan for almost a decade or more. I had recently learned of the SAVE program. When I used the online calculator to see which plan would lower my payments the most, it stated that the SAVE plan would bring my payments down to about {$75.00} a month. Multiple Mohela representatives on numerous occasions also ran the calculation and confirmed that it would be about {$75.00} a month. When I first submitted my application for the SAVE program with an agent 's help it was accepted but the monthly payment came back to be {$770.00} a month. This is not the {$75.00} a month I was told it would be through multiple people and calculators. This was on XX/XX/23. When I called to discuss the issue they stated that a glitch in the system seemed to be combining both my and my wife 's income. It is only supposed to use my income in the calculation. I am married but file taxes separately from my wife. The agent decided to resubmit the application to be processed again. On XX/XX/23 I was again approved, but again the payment was calculated incorrectly at {$770.00} a month. The same glitch, the same error. I spoke to another agent and they resubmitted the form again making special notes to draw the processor 's eye to the error in calculations. They said that Mohela is aware of the specific issue, it was affecting more than just me, and they are working on it. That third application was submitted on XX/XX/23. I recently received an email stating that my application has been delayed. I called on XX/XX/23 to inquire as my loan was due to go into repayment on XX/XX/XXXX. They said they were aware of the issue in calculations and placed my loan in a " processing forbearance '' until XX/XX/23 so they have time to fix the issue and so I wouldn't have to make that huge {$770.00} payment on XX/XX/XXXX. My concern is that this issue will not get resolved. I should be able to have my loan processed correctly, separating my and my wife 's income to receive the {$75.00} a month payment. The glitch in the system is troubling. 2 ) My second issue is how this problem affects my PSLF standing. I have been faithfully fulfilling my obligation towards my PSLF forgiveness through working in a nonprofit for almost 10 years now. I am so close to the 10-year mark. It is nice that Mohlea is putting me into a " processing forbearance '' while they figure out the issues with my application processing but I was told that during this forbearance I will not get credit towards my PSLF payments as has been the case throughout all of the COVID pandemic and when I actually was making payments prior to the pandemic faithfully and on time. I don't feel that I should be penalized, and not be able to get PSLF credits because I am being put into a " processing forbearance '' due to a glitch in the system. 3 ) Long hold times to speak to representatives at Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A