Date Received: 2024-01-12
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I filled out an application for the REPAYE program on XX/XX/2023. My application when into Administrative Forbearance. Then in XXXX my payments restarted at {$410.00} when my payment was only supposed to be {$100.00}. After calling I discovered that because I didn't pay {$5.00} I am now out {$300.00}. The form I filled out says " I request '' a reduced payment of {$5.00}. I never received a bill and have always been in autopay so I did not pay the {$5.00}. Subsequently my application did not go through and now I have to apply again. Mohela essentially stole {$300.00} from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am having issues with Mohela and Public Student Loan Forgiveness ( PSLF ). I have been a XXXX XXXX XXXX in XXXX for XXXX years. I have taken out student loans to further my education and move up the pay scale as a XXXX in XXXX. This is the only way to earn more money as a XXXX in the state of Arizona. The Department of Education, under Biden 's administration, implemented a PSLF waiver in early XXXX to help public servants gain years of credit toward complete student loan forgiveness under the PSLF program. Mohela ( and the Dept of Education ) refuses to count 2 and a half years of payments I made toward my student loans, from XXXX XXXX XXXX XXXX XXXX XXXX need 120 payments to obtain complete student loan forgiveness. I should already have more than 120 payments. If the Mohela and the DOE would count my student loan payments during the years of XXXX XXXX XXXX XXXX, I would have significantly more than the 120 payments needed on my PSLF tracker right now. I would qualify for loan forgiveness immediately! However, the DOE and Mohela will not count these years of payments. I have called Mohela every month ( since XXXX XXXX ) to find out why these months are not being counted toward PSLF. I am on hold for hours EACH time I call. Every Mohela representative I speak to tells me something different each time I call. The Mohela reps have absolutely NO idea what they are doing. Most reps I speak to are completely incompetent and they seem to make stuff up because they don't know what else to say and have no idea what to do. Some days I call Mohela, and I get disconnected with no call back. It is beyond frustrating! When I call the Department of Education, they have no idea what they are doing either. No one can give me any answers! I do not know what else to do or who else to contact. The representatives Ive spoken to at Mohela tell me that they can see in my account history that I did, in fact, make payments during those years. The Mohela representatives dont know why these years are not included on my PSLF tracker. They tell me something different EVERY time I call. I was in repayment status during the years of XXXX XXXX XXXX XXXX, but no one will give me credit for these years of payments! The Department of Education will not give me answers either. I have already made more than 120 months of student loan payments needed for Public Service Loan Forgiveness, but Mohela will NOT count 2 and a half years of payments I made. I even have sent in my bank statements to show them that I made payments in XXXX, XXXX and the first part of XXXX! Meanwhile, I had to start making large student loan payments back in XX/XX/XXXX because every representative I speak to is incompetent and I never get accurate answers. I just need answers and I need to know why they refuse to give me credit for 2 and a half years of payments that I made. My student loans should have already been forgiven. Everyone else I know who started this process when I did, has already had their loans forgiven MONTHS ago!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85295
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I decided to return to school part-time ( XXXX XXXX XXXX ), starting XXXX XXXX. On XX/XX/XXXX, I sent MOHELA a secured message to notify them of this and to NOT put my account on in-school forbearance. On XX/XX/XXXX, they did the exact opposite and put my account on in-school forbearance. I have sent them additional secure messages but they refuse to respond or remove the in-school forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I was placed on an administrative forbearance by Mohela despite my request to not be put in it out of fear my last few payments for PSLF would not count. I proactively called numerous times and was assured each time ( see call history below ) that these would not impact my payments counts. I have waited three months to have my chart reviewed, they have finally updated the payment count which is now at 121 ( 120 required for PSLF ) but they have not counted the payments during the forbearance ( XX/XX/XXXX, XX/XX/XXXX ) and have marked them " ineligible '' resulting in leaving me at a count of 118 and not sending my application off to Federal Student Aid for final forgiveness. I am now stuck in this limbo where I am not accruing qualifying payments due to the forbearance but they will not remove the forbearance. This is illegal and something needs to be done. This is my livelihood. XX/XX/XXXX XXXX XXXXXXXX spoke to XXXX XXXX requested my ineligible payment in XX/XX/XXXX be moved to qualifying as I made a payment in XXXX, stated he would have this changed requested Forbearance be removed. Session key : XXXX XXXX XXXX XXXX XXXX XXXX XXXX spoke to XXXX XXXX She stated forbearance is in place XXXX thru XXXX. I requested ineligible payments be moved to qualifying. She stated she put a note in my chart. Transferred me to supervisor ( XXXX ) was on hold for 2 hours and she never picked up. Session key XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX spoke to XXXX XXXX addressed the ineligible payments due to forbearance, stated the " IDR one count adjustment will take care of that ''. Should hear something by XX/XX/XXXX Session key : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX spoke to XXXX re : status of student loans. Suggested I submit page 1 before my chart gets assigned to someone- this was completed same day ( XX/XX/XXXX ) Session key : XXXX XXXX XXXX XXXX XXXX XXXX XXXX spoke to XXXX : told her I noticed my payment counts were updated to 118 and stated this was incorrect as the " ineligible '' payments should count as well. Was told it's still being processed despite the documents section showing " processed ''. Was told again that the ineligible payments will not count against me Session key : XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX : received online message of processed paperwork with nothing changed. XXXX XXXX XXXX XXXX XXXX XXXX spoke to XXXX. Asked to speak to a supervisor, was transferred to an answering service that disconnected me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have spoken to reps from Mohela in XXXX and XX/XX/XXXX, and XX/XX/XXXX. I have filed a credit dispute from XXXX in XX/XX/XXXX ( although all credit bureaus are reporting {$240000.00} owed to Mohela as of XX/XX/XXXX. Loans were forgiven XX/XX/XXXX due to PSLF program and reflect zero account since then. I would like my credit reports to be accurate. Thanks for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: This complaint is due to my account being placed in default and charged {$10000.00} in interest due to delays and errors in processing my IDR application. I filled out my application for IDR/SAVE on XX/XX/XXXX via the studentaid.gov website. Noticing my application wasn't processed after the XXXX day processing time, I called MOHELA on XX/XX/XXXX and was told that I need to resubmit my income self-certification because it was never received ( even though it was uploaded on the studentaid.gov website. MOHELA then placed me on administrative forbearance and continued to charge me thousands of dollars in interest and application was still not processed. The administrative forbearance ended on XX/XX/XXXX and I was charged a monthly payment of about {$3400.00} ( when my SAVE plan payment should've been {$300.00} ). My account therefore went into default. On XX/XX/XXXX, I called and spoke with XXXX who transferred me to the advanced team and I spoke with XXXX. XXXX was helpful but did not offer an explanation for why application has still not been processed. XXXX stated that if I pay {$5.00} immediately over the phone she can process the application. I promptly complied and paid the {$5.00}. After some additional delays my account now shows that I am in the SAVE plan and that my first payment is due on XX/XX/XXXX. However I still have the following XXXX problems that I contacted MOHELA regarding at least XXXX times both by phone and email. 1 ) My account was charged {$10000.00} in interest that should '' ve never been charged had I been allowed to make my monthly payments. I would like to get this money refunded. The XXXX XXXX stated that people in my situation will not be charged interest until matter is resolved. But I can't get MOHELA to honor the directive. 2 ) Due to the delays, my account is in default. I called regarding this on XXXXXX/XX/XXXX and was told that my account should've never been taken out of forbearance while waiting and that the finance department will be contacted to fix this and take my account out of default. This still has yet to happen and my account is past due for about {$3700.00}. I am concerned that the default will not allow my future payments to be accurately applied to my monthly payment and therefore I will miss out on the subsidies that the SAVE plan provides. Thanks for your help XXXX XXXX Account number : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2024-01-19
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: Received bad information about your loan
Consumer Complaint: Mohela specifically told me that because of a widespread error on their system, XXXX and XXXX payments would not be collected and that $ XXXX monthly payment for that period would still count for PSLF. It now shows on my account that the periods in which they said I should not make a payment and it would still count- it now shows as " ineligible ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX I called Mohela to request a refund of all my payments done during the covid relief period. I have on my records I did XXXX payments of {$99.00} to Mohela and XXXX payments of {$99.00} to XXXX. They were only able to see payments done to Mohela. I was told they would further investigate but nothing happened. I requested my payment history and when received it didn't included the XXXX payments to XXXX. I messaged them directly on Mohela website on XX/XX/XXXX regarding the missing records, they never replied. I called on XX/XX/XXXX and they said they already requested the refund, that they can't give any other updates and I can just wait for the refund. They provided me XXXX transaction id numbers for their refunds issued on XX/XX/XXXX, but didn't explained what those were or disclosed the refunds amounts. Still, no information from my XXXX records. In the meantime I receive XXXX refunds of {$99.00} each ( total {$190.00} ). I called on XX/XX/XXXX and was told to wait, that payments are still in process, nothing more. I called on XX/XX/XXXX and they dont ' have any access to my payment history before I requested the refund. The only evidence is my payment receipts and emails. The agent transferred me to a supervisor to leave a message and be called back in XXXX hours, but the supervisor didn't returned the call. I called the Department of Treasury on XX/XX/XXXX and they can see Mohela sent a paper check to me to refund XXXX payments of {$99.00} ( total {$890.00} ) on XX/XX/XXXX, as they sent a deposit on XX/XX/XXXX but my account was closed so the check was returned to the sender. I have requested my payment history several times and they don't provide the full records. I have letters and emails from XXXX and Mohela that state all XXXX records were to be transferred to Mohela, so they should have those records and are just not researching them. Is outrageous they deleted all my payment history without notice, no email, no letter, and never found my XXXX payments done to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I graduated college XX/XX/XXXX. I began working in XXXX XXXX in XX/XX/XXXX. My XXXX XXXX jobs that qualified towards PSLF were low paying and I had payment amounts that were XXXX monthly. It was not until years later that I was informed I needed to consolidate my loans to qualify them towards PSLF. Mohela continually ( every time I called ) - told me to call back, wait 3 months, there was a glitch in the system and my payment counts towards PSLF would show up Eventually it was determined it was not counted towards PSLF until XXXX of XXXX. My loans were not in repayment for 12 months from the time of my graduation XX/XX/XXXX until XX/XX/XXXX ( note : once I graduated from college there is NO way I had that long of a grace per and it would not count towards forgiveness for over 12 MONTHS after graduation XX/XX/XXXX until XX/XX/XXXX. ) I did not have any XXXX loans and was full time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72901
Submitted Via: Web
Date Sent: 2024-01-19
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: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I submitted a PSLF application to Mohela. I noticed a couple months later that the PSLF application had been processed however my account says employment was not certified from XX/XX/XXXX to XX/XX/XXXX. I called in XX/XX/XXXX and was told by a Mohela representative that this would be a " fast fix of 3-5 business days '' after the reviewed my PSLF application which shows my employment with the XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. I called again on XX/XX/XXXX and explained the situation to a Mohela representative. The representative said that my signature was the issue, so I resubmitted the application with a wet signature on XX/XX/XXXX. On XX/XX/XXXX I noticed that my account shows my PSLF application submitted on XX/XX/XXXX as a duplicate. I called again on XX/XX/XXXX and was told again that it would be a " fast fix of 3-5 business days ''. This has clearly not been the case. I am working to keep up my employment verification on a regular basis and Mohela is failing the consumer and their Federal contract by not processing PSLF application correctly. In addition, I wrote to Mohela on XX/XX/XXXX and stated : Two of my loans ( DL Consolidation Subsidized & DL Consolidation Unsubsidized ) show that I have an additional qualified payment from XX/XX/XXXX while my other loans do not reflect XX/XX/XXXX. I believe this is an error as I was in repayment at that time and qualified for PSLF ( as my most recent PSLF form will show ). Could someone look into this issue and reflect XX/XX/XXXX as a qualifying payment for all my loans? I received a response that since I called into Mohela that they " assume the issue has been taken care of ''. When I responded back via the messaging application that this was a separate issue I called about and that I still need an answer about the XX/XX/XXXX qualifying payment, I received no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A