Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Documentation : Over XXXX and XXXX : On the course of about XXXX months, I paid down XXXX towards my student loans from XXXX different bank accounts both the bank statements and proof of my payment history. For clarity, the money was paid from XXXX bank accounts. The first bank account was my business account ending in XXXX and a personal bank account ending in XXXX. On XX/XX/23 I requested to receive all of that money back for an important medical procedure. They assured me I would receive my money in XXXX days thus XX/XX/23. On XX/XX/23 I received {$8400.00} dollars to the bank account ( business ) ending in XXXX. At that point, I called on XX/XX/23 asking for the larger amount ( about XXXX left ) and did not receive an answer. I subsequently called on XXXX various occasions and not a single person at Mohela could give me any information. At XXXX point, someone said they could see on my account has been reimbursed for {$500.00} ( not true ), and I have called and spent over XXXX hours on the phone trying to reach someone in leadership to give me routing numbers and answer where my money was. I spoke to a Supervisor named XXXX would said I would receive a call back and never did. On XX/XX/23 I was extremely concerned given the timeframe for the XXXX days was ending. I called in and asked for a case number. They could not provide XXXX. They gave me a call number Case number for that days call : XXXX. On XXXX as well I provided bank statements for both bank accounts starting in XXXX providing I had received the initial. Mohela also has not acknowledged that they is an accounting issue on their end. On XX/XX/23 I received a message ( also attached ) from Mohela stating my issues had been resolve. At this point on XX/XX/23 I have heard nothing and have spent XXXX hours on the phone. I am experiencing panic attacks, not sleeping, and I am no closer to resolution. Please help me. XX/XX/23 Submitted Case to Student Aid.gov - case number XXXX Federal Trade Commission case number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86004
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan payment plan was recently converted from REPAYE to SAVE, but the loan servicer ( MOHELA ) incorrectly calculated my payment. The resulting new payment is approximately {$1000.00} more a month than my prior payment and does not accurately reflect my AGI, family size, and my spouse 's loans in repayment. This is demonstrated by the attached results of the loan simulator. All guidance released by the federal government and available on studentaid.gov indicates that no one is required to recertify their income earlier than XXXX months after repayment pause ends, but MOHELA refuses to correct the payment amount unless I recertify now, XXXX months prior to the deadline. I contacted MOHELA on XX/XX/23 and XX/XX/23 and was XXXX told they could not correct my payment amount without recertification, despite the payment amount being egregiously high due to their error. When I called to request a review and correction of the payment amount, they refused to provide any information regarding how the payment amount was calculated and refused to further escalate my case to a manager. They also have not provided a billing statement, XXXX days prior to the payment due date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Federal loans were transferred from XXXX XXXX to Mohela in XX/XX/XXXX. The loans were under COVID-19 forbearance but continued to list monthly payment at approximately {$640.00} under both the REPAYE and SAVE plans ( once automatically transferred ). On Sunday, XX/XX/XXXX, the website updated to show a new monthly payment of {$1600.00}. Income has not been recertified, as it is not required under the current federal loan guidelines until at earliest XX/XX/XXXX, see https : XXXX. It is unclear what precipitated this increased payment. When called XXXX XXXX XXXX, we were told we needed to reach out to the servicer, Mohela. Then called Mohela who said we would need to recertify income on a different plan in order to get a lower payment. This, however, would put the borrower at a disadvantage and circumvents the guidance on the studentaid.gov website, which allows for individuals to not recertify until at the earliest, XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 209XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've contacted Mohela two times over the past couple of weeks. Hold times are easily 35+ minutes to get a real person on the line. I am a part of Sweet v. Cardona, with full loan forgiveness due to a predatory school ( XXXX University ). As my loans are Direct Consolidation loans, held by Mohela, I was informed by FSA to reach out to them for any information. The first time I called, I was told that my loans ( which should be in forbearance until they are discharged but were actually switched to repayment and accruing interest ) should automatically switch over to administrative forbearance due to the settlement. I then inquired about receiving a refund for payments made over the past ten years to Mohela, to which I was told the checks come from the Treasury and to contact XXXX ( I did contact XXXX who told me to contact Mohela .... ). That was all the info they could give me. They also had zero information on the rest of the discharge, as only half of my loans have been discharged as of now. Again, they state to contact XXXX. After a couple weeks, my loan still had not moved to forbearance and I had to call back, again waiting 35+ minutes during the specified times they state to call for lowest volume. The option to request a callback also does not work. After another hour on the phone with someone who repeatedly put me on hold, I was told my loan should move to forbearance after a few days- which it finally has ( at least until XXXX where I will likely have to call back and repeat this process ). My complaint is in regards to the extreme hold times, the fact that I was told I would get a call back from XXXX in regards to more information ( still never have ), and the fact that the representatives know absolutely nothing when it comes to my loans, who to contact for refunds, and who to contact for more information on when the rest of my loan could potentially be discharged ( it is still accruing interest ). I also requested payment history about three weeks ago via secure message and still have not received a response. This company has been dragging their feet for months, as many other servicers have already completed the discharge AND the refund process. Horrible customer service and simply point fingers at everyone else, never placing any blame on themselves.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 439XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Mohela Dept of ED XX/XX/XXXX, {$2200.00} Mohela Dept of ED XX/XX/XXXX, {$2100.00} Mohela Dept of ED XX/XX/XXXX, {$5600.00} Mohela Dept of ED XX/XX/XXXX, {$3500.00} Mohela Dept of ED XX/XX/XXXX, {$2300.00} Mohela Dept of ED XX/XX/XXXX, {$4500.00} 15 U.S. Code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It has been well over 30 days and you are in VIOLATION of this law because I am the victim of identity theft. Please delete these items IMMEDIATELY. These accounts should not be furnished on my consumer report as they are in VIOLATION. Under, 15 U.S. Code 1681b- Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a consumer I am demanding the deletion of the accounts listed IMMEDIATELY!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently part of the Public Service Loan Forgiveness program. As part of that program, I have to submit proof I worked for an eligible non-profit employer during the dates of my loan repayment. Once I have made 120 payments, my loans are forgiven. I have worked with Mohela for XXXX years to update my eligible payments and employment. I currently have employment from XX/XX/XXXX through XX/XX/XXXX that has been certified and is eligible for the PSLF program. However, those 11 months have failed to be counted- even though Mohela has put, in writing, in XX/XX/XXXX that they know those months should count but that they do not know when the count will be added to my total. I initially consolidated my loans with Mohela in fall XXXX. I waited another year to have my eligible counts updated after submitted proof of all my eligible employment. I called XX/XX/XXXX to have this issue addressed. At that time Mohela installed a XXXX review on my account ( # XXXX ) to fix the missed payment counts and asked me to call back in 30 days to check the status. I called back XX/XX/XXXX and Mohela indicated my XXXX review was on hold until XXXX reviewed the dates and added my request to their batch approval. I called back XX/XX/XXXX. At that time, Mohela installed an additional XXXX review ( # XXXX ) of my account. They initiated XXXX would need to conduct an additional review. in XXXX XXXX XXXX Mohela also sent me a message, in writing, that they know my payments for the months of XXXX should count but they were waiting on XXXX to update their system. As of XX/XX/XXXX no forward progress has been made. I have submitted an additional employer certification form to provide proof of eligible employment and have asked that my account be placed in administrative forbearance until these months are added to my total. The missing months will push my account over the XXXX payments required for forgiveness. Payments resume in the next few weeks and I have waited for a resolution to this for over 2 years. I need additional assistance in making sure this is addressed asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98116
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have received communication from Mohela to repay my discharged XXXX students loans effective XX/XX/2023. I don't understand why they are sending me this information if they already have the letter from the US Department of Education confirming the loans for XXXX university were all discharged. I do not want to want until I begin to have additional problems with my loans. I would like them to process the discharge immediately. I also would like a more comprehensive listing of all payments I have paid to All servicers that have managed my XXXX University student loans. Per the discharged agreement, these payments should have been fully refundable to me. I have only receive a partial payment. Lastly, I would like all payments paid on my son 's student loan ( XXXX ) to be evaluated and counted towards my PSLF counts. My PSLF counts need to be updated through XXXX, 2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: On XX/XX/XXXX, I uploaded signed PSLF forms for eligible government employer. I was told in XXXX that it had been approved and processed. Still, as of today XX/XX/XXXX, MOEHLA has refused to submit or process the qualifying months and have only processed one of five months on the signed form. Representative told me over the phone that it had been processed and sent to FSA for count to be applied to my account. When I demanded proof of this request and why only one month had been processed, I caught her in a lie. She then said it was still in processing and hadn't been sent to XXXX or applied, which is also a lie because of it hadn't been processed, how would XXXX month have been processed and counted. I also uploaded a form and documentation of another eligible employer ( XXXX ) on XX/XX/XXXXXXXX with accompanying eligibility documentation ( XXXX XXXX ) and MOHELA has done nothing to process the submitted form. Representative : XXXX ( XXXX XXXX ) claims they only verified XX/XX/XXXXXXXX but have to verify all other days of employment, even though the entire employment period is on one form and signed after employment period ended.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been working at a qualifying employer from XX/XX/XXXXXXXX continuously, last certified in XX/XX/XXXX. My loans were in repayment the entire time. I should have credit for all months between XX/XX/XXXXXXXX and XX/XX/XXXX. Mohela has deemed the following payments as ineligible : XXXX XXXX XXXX. With the one time adjustment, these payments should count towards PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46142
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have been a full-time employee of the Social Security Administration for 18 years. As a public servant, I applied for Public Service Student Loan Forgiveness under the expanded rules in XXXX of XXXX. My application was not processed until XX/XX/XXXX. While I am pleased that my loans were recently forgiven, Direct Loans, Mohela and the Department of Education each independently admit that the refund for my payments is incorrect. Unfortunately, nothing is being done. I have waited 60 days since informing Mohela of the error. No actions are being taken to correct the underpayment. I obtained the attached documents from Mohela, my most recent student loan servicer. The highlighted payments shown on the attached documents were all made under the Direct Loan program. and qualify for a refund. Per the PSLF rules, all qualifying payments in excess of XXXX are to be refunded. Three issues are noted : 1. At the time of my PSLF, I had a total of 175 qualifying months. This exceeds the required 120 qualifying payment months by 55. 2. It is noted that a number of the qualifying months are credited due to deferments under Presidential initiatives implemented during the pandemic beginning in XXXX. I have identified those specific qualifying months. I understand that those are not literally " payments '' and can not be refunded. 3. Among the 55 excess qualifying months, there are more than 30 actual payments that I made to my prior servicer, Direct Loans. Their payment log, Mohela 's own document ( attached ) and my financial records all agree that I made these payments of exactly {$20000.00} beginning in XXXX of XXXX and that 100 % of those 30 payments were made under a qualifying federal student loan servicer. Mohela indicated to me that this would be my refund amount. In XXXX, I received a Public Service Loan refund check in the amount of {$4000.00}. I should have received {>= $1,000,000}. The balance I am owed is {$16000.00}. There is another error. According to Mohela 's letter dated XX/XX/XXXX ( attached ) Mohela indicates that I received the refund of {$4000.00} " due to making payments during the COVID-19 Emergency Forbearance. The attached copy of Mohela 's own record of my payments shows that this is inaccurate. My last payment to Direct Loans was made on XX/XX/XXXX -a full three months prior to the day that the COVID-19 Emergency emerged. Mohela 's record of this payment is on page three of the attached payment register. It is the final entry under the " effective date '' column. Being a public servant for the past 18 years has been a rewarding experience. Please assist me in getting this corrected as soon as possible as I need the refund for unanticipated medical expenses that have unfortunately arisen. Thank you for you attention to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46342
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A