Date Received: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is forcing me to recertify my income for the new SAVE plan before I am required to. I was on the Repaye prior to the Covid pause and now have been automatically placed on the SAVE plan. However, my payment increased by over {$600.00} when I was switched to the SAVE plan. When I called MOHELA to inquire as to how this could be I was told it was because I needed to recertify my income. I advised the rep that I was not required to recertify until 6 months after payments resume at the earliest according to the Education department. The rep then said that I actually didn't need to recertify until XXXX of 2024 according to her records but in order to change my payment amount I would need to recertify now. This is deceptive and a violation of what the regulation states. This practice will hurt millions of people, including myself, that will have an increase in their monthly payments after a recertification because of an increase in income during the past few years. Forcing us to recertify earlier than required by law will accelerate the date that we have to pay the higher payments and totally disregardsour financial planning efforts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I sent {$310.00} to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that deduction is Department Education Studen Ln XXXX. In fact, the XXXX showed up as pending on Mohela 's side for several days then it disappeared without it going towards my balance. On XX/XX/XXXX I sent {$500.00} to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that education is Department of Education Student Ln XXXX. The XXXX dollars showed up as a pending payment on Mohela 's side for several days then this disappeared without it going towards my balance. On XX/XX/XXXX I sent XXXX dollars to Mohela from my XXXX XXXX checking account. On XXXX XXXX side, it says Mohela deducted the money. The tag for that education deduction is Department of Education Student Ln XXXX. The XXXX dollars showed up as a pending payment on Mohela 's side for several days then it disappeared without it going towards my balance. Keep in mind I am sending daily payments of XXXX and these payments are going towards my balance. So I am wondering why some payments are going towards my balance and others are not, especially my larger payments. I am nervous about sending payments to Mohela because they have demonstrated in the past that they lose money. I had to complain about them in XX/XX/XXXX when they could not find XXXX dollars that I sent to them for a loan payment. When I called, the supervisor hung up on me after waiting for over 90 minutes to speak with someone. I want to pay my bill and have great credit but again nervous about sending payments to Mohela who is known to lose payments. I need help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I can not get information about my loans because almost every time I try to access the website I get the message : " This site cant be reached. XXXX refused to connect. '' On the few occasions I could access the site, it only worked for a few minutes before I got the error message again. The phone lines are also overloaded, so with less than a month before my loan payments start again I : 1. Don't know my payment amount 2. Don't know my payment due date 3. Can not update my auto debit information 4. Can not complete my XXXX application because my servicer is not accepting electronic signatures ( which I found out through studentaid.gov, NOT my servicer ) This is completely unacceptable. Today I was briefly able to access the site, but while I was trying to update my autopay, the site suddenly gave the message above and I continue to get that error every time I have tried for the past 12 hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 1. ) It is impossible to get in touch with an actual person to get information about my student loans. 2. ) The information regarding % of income considered for payments. The website says XXXX XXXX but it should be XXXX XXXX. 3. ) I am unable to tell how much of my balance is past interest. 4. ) There is no record of any of my past payments in the last 20 years so there is no way for me to verify that information 5. ) I received a paper bill in XXXX statin there was a balance due this month when there should be no payments until XXXX. Mohela is trying to scam borrowers 6. ) I believe my expected payment amount of {$440.00} for the next XXXX months is inaccurate but I am unable to connect with anyone at Mohela to verify this amount. 7. ) Mohela is not communicating any meaningful information about borrowers information, options, or what they are legally required to provide and do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I submitted an IDR request to be moved to the REPAY plan so that I would be on the SAVE plan when it is released. That application was not processed for over XXXX months, so I submitted a new one. Both of those applications were never processed. The first one says it was approved, but I was never placed on the IDR payment plan. Since then, I have submitted XXXX more IDR applications ( for a total of XXXX ) with all of them being rejected as " Duplicates '' of the XX/XX/XXXX application. However, the XX/XX/XXXX application was not processed accurately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I applied for the Income Driven Repayment Plan of REPAYE through the XXXX website. This was approved in XX/XX/XXXX. However, at some point I was transferred over to MOHELA as my loan servicer. They have had me listed in the XXXX plan, which is the incorrect repayment plan. I messaged them about this in XX/XX/XXXX and they never got back to me. I have now called 3 times over the last 2 months with repayment starting ( and waited on the phone for at least 2 hours each time ) and they are not able to tell me why I am on the wrong plan and say I need to recertify my income and reapply for the plan, which I have done over the phone most recently on XX/XX/XXXX. They now are saying itll be 90 days before that application can be approved. I was previously on XXXX with payments around {$350.00}, however when I checked my account today, I was switched off an income based plan and placed in standard level repayment with a payment of close to {$3000.00}. They have auto debit on my account, so I am afraid they are just going to take a {$3000.00} payment out of my account, when my payment on the correct plan I was originally approved for should be around {$200.00}. It is impossible to get ahold of MOHELA on the phone with the wait times, and their solution is to simply keep recertifying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55904
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX and Mohela continue to send me in circles and repeatedly send my complaints back and forth to each other without actually resolving the issue. As of XX/XX/XXXX, I received confirmation that all of my employment had been approved for PSLF from XXXX. I was told to " just be patient and wait '' for the payment count to be updated. XX/XX/XXXX, the payment count went up to XXXX, however, was still missing payments from XXXX XXXX. XX/XX/XXXX contacted XXXX and was told the complaint was escalated. I received no communication, so I followed up on XX/XX/XXXX with no resolution. XX/XX/XXXX called XXXX Ombudsman and was told complaint was sent to Mohela. XX/XX/XXXX phone call with Mohela told me that my payment updates would be made in XXXX business days. XX/XX/XXXX Mohela informed me that I was not in repayment until XX/XX/XXXX ( which is untrue ). They advised I contact XXXX. XX/XX/XXXX phone call with XXXX Ombudsman, I was told that they " can see I was in repayment starting in XXXX '' and they did not know why Mohela told me otherwise. My complaint with them was still under review. XX/XX/XXXX I submitted documentation from XXXX ( previous loan servicer ) showing proof of payment on loans from XXXX. This was submitted to both Mohela and XXXX. XXXXphone call with Mohela, where they stated they were in the process of updating my payment count. Was redirected back to XXXX. XXXX call with XXXX and told to resubmit another request for reconsideration ( I did so ). XXXXsubmitted another complaint, but XX/XX/XXXX it was closed without any communication. Was advised to open a new complaint -- did so on XX/XX/XXXX. On XX/XX/XXXX received email confirming receipt of complaint, stating that I would receive an update in XXXX calendar days. Reached out on XX/XX/XXXX because I had not received update. I was told that it was still open, but they were unable to provide updates or a timeframe. Sent another request for update on XX/XX/XXXX. XX/XX/XXXX received email from Dept. Consumer & Business Services ( and I had reached out to att gen for help with case ). They informed me that Mohela stated I was not in repayment until XX/XX/XXXX ( despite having documentation otherwise ), and they have referred the case back ( yet again ) to XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my PSLF employment certification to Mohela on XX/XX/23. On XX/XX/23 I sent a message asking about my form being listed as processing instead of processed. ( In XXXX I sent the same form and it was processed in 2 weeks. ). They responded with " Please allow up to 30 calendar days for processing to be completed. I still have not received a response. On XX/XX/23 I sent another message asking about my pslf form as well as what I was supposed to do as repayment will start soon and I've already met my " quota '' of 120 months and being put back into repayment doesn't really make since. It is XX/XX/23 and I have not yet received a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 71901
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XX/XX/XXXX, MOHELA recalculated my monthly Income Driven Repayment ( IDR ) on the REPAYE plan from {$520.00} to {$600.00}. There was no meaningful change in family status or income. I did not request this change, nor was my IDR re-certification due until XX/XX/XXXX. MOHELA did not notify me of this change and could not provide a way to restore my {$520.00} payment amount without waiting to recertify my income. MOHELA also continues to display a XXXX XXXX monthly payment on my credit report even though I am in repayment. This impacts my ability to obtain a mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XX/XX/XXXX, MOHELA recalculated my monthly Income Driven Repayment ( IDR ) on the REPAYE plan from {$140.00} to {$680.00}. There was no meaningful change in family status or income. This is an increase of {$530.00} per month. I did not request this change, nor was my IDR re-certification due until XX/XX/XXXX. MOHELA did not notify me of this change and could not provide a way to restore my {$520.00} payment amount without waiting to recertify my income. MOHELA was unable to restore my old IDR plan, nor give a rationale of increase. MOHELA also continues to display a $ 0 monthly payment on my credit report even though I am in repayment. This impacts my ability to obtain a mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A