Date Received: 2023-09-18
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: My consolidated Direct federal student loans ( one subsidized, the other unsubsidized ) were held by XXXX XXXX, then transferred to Mohela in XXXX XXXX XXXX. After this transfer, Mohela 's website did not reflect several qualifying payments towards PSLF forgiveness under the XXXX administration rules. XXXX of these payments I made in XXXX through XXXX towards PSLF at a qualifying non-profit employer, XXXX XXXX XXXX, despite the fact that both XXXX XXXX and Mohela has this information. My Mohela account even reflects that I have submitted the PSLF employer certification paperwork from my employer during that XXXX period, but for some reason, it does not reflect it that information in my PSLF payments. In XXXX XXXX XXXX, I called Mohela, and the phone representative told me to submit PSLF documents again. My employer has not responded to multiple, numerous requests in XXXX and XXXX to reconfirm the information that was already submitted in XXXX - XXXX, and which was counted on my previous XXXX XXXX page. Mohela has also refused to count the many years of forbearance steering non-payments that the XXXX administration has stated will count towards forgiveness, which includes : -Any period in which a borrower spent XXXX or more consecutive months in forbearance. -Any month in forbearance for borrowers who spent XXXX or more cumulative months in forbearance. -Any month spent in deferment ( except for in-college deferment ) prior to XXXX. I have several months that qualify under these rules, specifically, XXXX months, but Mohela still has not counted these months and so far, instead only counting XXXX months from the pandemic emergency. Mohela claims I need employment certification, but for many of these months, I was unemployed, for others, I already certified, and for some still, I had non-qualifying employers but was steered into forbearance by XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97202
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am having an issue with my student loan servicer, Mohela. I work for the state and have been on an income-based repayment plan for my student loans since early XXXX. I applied for the PSLF program in the middle of XXXX, and my loans were transferred from My XXXX XXXX to Mohela. I called Mohela several times between the middle of XXXX and late spring of XXXX to ensure that I would continue to be placed on the IBR plan and was assured that my plan would transfer over. I called again on XX/XX/XXXX to ensure that my account was on the IBR plan as I was still awaiting any information from Mohela regarding my repayment. I was told at that time that my account did not appear to be on an IBR plan but that the issue would be escalated and resolved before my first payment became due. I was also instructed that I did not need to reapply for the IBR program. On XX/XX/XXXX, I received a letter from Mohela saying they were experiencing a delay in processing my request, but that it would be processed. Last week I received a bill for {$1900.00} and was told that my account is on the standard plan. I was further informed that Mohela had canceled the request to evaluate my account to determine why I was not on the IBR. On XX/XX/XXXX, in an abundance of caution, I reapplied for the IBR program, specifically under the SAVE plan and my payment is set to be about {$430.00}. I called Mohela today to ensure that the application was received and was told that it was not. I then reapplied for the SAVE plan with a representative on the phone but was told that despite applying and despite my numerous phone calls the past few months, I am still responsible for the entire {$1900.00} bill due in XXXX. When I expressed concerns over my ability to pay, she told me they could place me on a forbearance, which will negatively impact my ability to apply for PSLF at the end of the 10-year period. While on the phone, I asked to speak with a supervisor and was placed on hold until XXXX XXXX. At XXXX XXXX, my call was disconnected by Mohela despite not being connected to a supervisor to try and address the issue. I am at a complete loss right now as I know I was proactive in reaching out to Mohela numerous times before they issued my first bill to ensure that I was placed on the correct plan, but instead, Mohela unilaterally chose to place me on the standard plan and is now saying I have 2.5 weeks to come up with over {$1900.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I requested to be removed from SAVE repayment plan. They said it would take 5-7 business days. This was XX/XX/XXXX. It is now XX/XX/XXXX. I called last week and they said they dont know whats going on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92220
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: While paying my Federal Unsub loan balance using Mohela 's " Payoff Calculator '' I submitted the full calculated payment amount to completely pay off and discharge the loan principal and interest amounts. Upon submitting the payment I was notified that I would receive confirmation by mail that the loan was fully paid off. Not only have I not received that notice but now there is {$0.00} of outstanding principal on my account when I checked after my payment went through. It is only {$0.00} but the idea of keeping the loan active after I was told it was paid off is ridiculous, If I had never checked back I may have never closed that loan that I had paid over {$42000.00} on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94123
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I submitted form 1845-0110 Public Service Loan Forgiveness ( PSLF ) & Temporary Expanded PSLF ( TEPSLF ) Certification and Application ( file attached ) to MOHELA, my current student loan servicer. I expected to hear back from them in XXXX days. On their website my application shows a status of " Processed '' and that they received my application on XX/XX/XXXX. On XX/XX/XXXX I called their PSLF customer service line, and after XXXX minutes on hold, I was told that my application was denied because of " missing borrower signature ''. As you will see, my signature is clearly present in the submitted application. Further frustrating, is if they were denying my application for a mistake on the submitted form, why wouldn't they contact me to let me know that my application was denied? After further conversation with the trainee assigned to assist me, he tells me that I need to submit an identical copy of the cover sheet with section XXXX and section XXXX to go along with each section XXXX and section XXXX. I was assured that this would solve my problem. I will be submitting this to MOHELA after I finish submitting this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99801
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I made a payment of {$300.00} towards my account on XX/XX/2023. Mohela gave me the confirmation # XXXX. The money was taken out of my bank account on XX/XX/2023. Usually, it takes 2-3 days for the payment to process but it has been over 2 weeks and now I am being charged interest due to lack of payment. I have tried to contact Mohela via phone and email with this information and have not gotten a response back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85226
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As a borrower of student loans to finance my education, I entrusted Mohela to manage my consolidated accounts to streamline the repayment process. Unfortunately, they have not done a great job at accurately reporting information to the credit bureaus. On XX/XX/XXXX, I received notification XXXX that " MOHELA/DEPT OF ED has flagged your account as Not Paying Off Your Balance and Can not be Located ''. Mohela 's error resulted in a staggering decrease of XXXX points. For starters, none of my contact information has changed since I consolidated my loans back in XX/XX/XXXX. Another thing, is that my account isn't due for repayment until XX/XX/XXXX, per the loan agreement, so how can they flag my account as not paying off balance when I haven't even entered the repayment period? Let alone them being unable to locate me, when I have prooof of correspondence in the form of emails/phone calls/mail from them prior to the inaccurate reportings...? I reached out to Mohela that same day ( XX/XX/XXXX ) and was on hold for more than XXXX hours-switching between representatives-until finally the call disconnected and I was unable to get back through as it was after hours at by that point. So the following business day ( Mon XX/XX/XXXX ), after more than XXXX I was able to speak with a supervisor who assured me she would take care of the issue. Now it's been 45 days and the issue has yet to be corrected. I need assistance ASAP, because apparently Mohela is quick to causes damage, yet slow to repair it...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I had applied for the XXXX income based repayment plan ( now XXXX ) for my student loans in relation to PSLF ( Public Service Loan Forgiveness ) in XXXXXXXX XXXX XXXX. As of XX/XX/2023 the application is still not processed by MOHELA and states that it is under review still. Loan payments are restarting and the payment amount does not reflect what it should be on the income based repayment. I have been on hold hours with MOHELA numerous times and not been able to speak with anyone!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have met the requirements of XXXX payments to qualify for loan forgiveness through the XXXX program. I submitted my for to Mohela on XX/XX/. I was informed it can take up to 30 days to process. It has now been more than 30 business days and the form is still processing. This process has delayed my forgiveness as payments start to resume. Mohela 's response via message : XXXX XXXX XXXX XXXX XXXX ( click to open ) : Received Date : XXXX XXXX XXXX Body : Your Question : Hello- I have reached XXXX payments to qualify for XXXX. My form was submitted with esign on XXXX which is still processing days later! Why has this not been updated to reflect XXXX payments so that i can be submitted to XXXX for final approval? Should I submit a manual signed form? These were processed much quicker? MOHELA 's Response : Thank you for contacting MOHELA, We received your Public Service Loan Forgiveness ( PSLF ) applications on XX/XX/2023 and XX/XX/2023. Please allow 30 business days for processing. You will be sent notification after the processing is complete. If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA Phone XXXX Fax XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX T-W, and XXXX TR-F. XXXX. XXXX XXXX XXXX, XXXX, MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov. If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Copied : MOHELA, XXXX XXXX, Consolidation, and Administrative Forbearance XXXX XXXX XXXX Sun XX/XX/2023 XXXX PM Hello, In the last few months, I've been trying to get MOHELA to apply the XXXX plan to my account. I initially submitted a request on XXXX and was approved. I then consolidated my loans the next week and submitted the XXXX application alongside it. MOHELA marked the XXXX application as a duplicate form. I noticed this midway through XXXX and despite calling them was not able to get them to re-review the application. With interest resuming the next week, I was now on the level payment plan when I should have been paying {$0.00} with covered interest on the XXXX plan per forms I submitted to MOHELA months prior. At this point, I wasn't worried as the dept of education assured us that any applications for XXXX submitted by the end of XXXX would be in effect by repayment. Unfortunately, this does not appear to be the case. Today I was informed by MOHELA that my account was placed on " Administrative Forbearance ''. This, to me, indicates that they are incapable of meeting this deadline. MOHELA 's failure is going to cost me both money in the accrued interest that would have been covered and months towards XXXX XXXX. I don't understand how it is acceptable for the servicers to not fulfill their end of the bargain. I have found others on social media that have had similar experiences with forbearance and IDR applications. It appears that it is less of a mistake and more of a policy to not process these forms. I would appreciate action to either enforce MOHELA 's contract or, barring that, for these months to count as if they were normal XXXX months for interest and forgiveness tracking. I can be reached at this email or at ( XXXX ) XXXX. Best, XXXX XXXX : XXXX : Documents Received page XXXX : Approved XXXX application dated XX/XX/2023 XXXX : Repayment Schedule and Disclosure dated XX/XX/2023 XXXX : Administrative Forbearance dated XX/XX/2023 ( received XX/XX/2023 ) XXXX : Application for XXXX dated XX/XX/2023
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48105
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A