Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I sent the following message to MOHELA on XX/XX/XXXX ( personal data redacted ) : To whom it may concern : These are standing payment instructions for my account # XXXX. Any and all payments made to this account are to be applied to the current bill. If the current bill 's minimum payment and all accrued interest has been met, payments are to be applied to the principal balance of the loan with the highest principal. I NEVER want a single payment or Auto Debit payment to be used to 'advance the due date ' on my loans or put them into 'pay ahead / paid ahead ' status. To repeat, all overpayments to this account shall be applied to the principal of the loan with the highest balance. If any of my payments are not applied per these standing instructions I will be contacting the Consumer Financial Protection Bureau and I will pursue all necessary legal actions against MOHELA. Thank you, I received an automated response stating that they had received my message. However when I check my account I see that they have indeed placed my loans in a " paid ahead '' status, with the next due date being set to XX/XX/XXXX. This, of course, in no way benefits me as a consumer or debtor, which is why I gave them such explicit instructions. As they are ignoring my instructions I can not trust that they are calculating my interest correctly or not otherwise committing any kind of fraud. I would appreciate any help you can provide.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60202
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: Need information about your loan balance or loan terms
Consumer Complaint: - notified that my loans were forgiven on XX/XX/XXXX - my effective discharge date is XX/XX/XXXX - Mohela will not provide me with the following information - access to my payment history for the life of my loans - amount of refund I should expect
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29150
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: XX/XX/2023 : My PSLF application was marked as received by MOHELA XX/XX/2023 : I received a letter from MOHELA indicating that my application had been processed and my PSLF Qualifying Payments count was now XXXX XX/XX/2023 : I contacted both MOHELA and the Department of Education to ask for an application status update and ask if there was anything I could do to move things forward. Both responded and indicated that the other organization was the one that needs to take action next ( see attachments ) XX/XX/2023 : I filed a complaint with the Department of Education through the FederalStudentAid website ( case # XXXX ) due to the length of time it had been since submitting my application. XX/XX/2023 : I received an interim response to the complaint from Federal Student Aid stating that they were researching my concerns and would " follow up with more information within the next XXXX calendar days. '' I haven't received additional communication from them since ( as of XX/XX/2023 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48150
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: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was automatically moved to the SAVE plan from REPAYE as I was supposed to be, but when my payment was recalculated it was actually higher than my payment on REPAYE. When I spoke with a MOHELA customer service agent, she calculated a lower payment as well. It does not make sense that under the new SAVE plan guidelines that I would be paying more.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95661
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: I have {$37000.00} left in student loans, originally serviced by XXXX XXXX. The balance was then transferred to XXXX. On XX/XX/XXXX, I applied to turn my loans into the new SAVE repayment plan, as well as check for PSLF eligibility. On XX/XX/XXXX, I received an online message from XXXX stating my loans would be transferred yet again to MOHELA, to be finalized " on or about XX/XX/XXXX. '' This didn't happen. I have an online account with both XXXX and MOHELA now, and they both show me as having a {$0.00} balance. I chatted with both XXXX and MOHELA customer support, most recently XXXX with MOHELA on XX/XX/XXXX, and she told me that interest would be accruing despite the fact that there is no possible way for me to pay, and despite the fact that I had already requested XXXX to start my auto-payments in XXXX instead of XXXX ( XXXX was chosen as the default day to resume payments for all borrowers, even though interest accrued starting in XXXX ) So, basically, now there is no way for me to pay my loans, I am forced to accrue interest I don't want, and no one can give me a timeline as to when this will be fixed, or if interest will be waived while the servicers attempt to fix their mistakes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 276XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filed for temporary PSLF in XX/XX/XXXX. Mohela picked up my loans in XX/XX/XXXX and counts stopped in XX/XX/XXXX. My payments from XX/XX/XXXX through XX/XX/XXXX were missing. I tried numerous times to ask them to recount and they didn't. Finally on XX/XX/XXXX, I was able to speak with a supervisor. She stated they were 'just missing like no payments were made. '' However, I made payments in those 4 years. I had automatic deductions from my bank account. She then left me a message on XX/XX/XXXX stating that she submitted an 'escalated spreadsheet to FFA XXXX on XXXX XXXX XXXX XXXX and to 'allow for about 30-60 business days for any adjustments. ' I called couple of weeks ago and the supervisor would not speak with me but relayed a message through a rep that they hadn't received anything. I checked my counts today, XX/XX/XXXX and nothing has changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15044
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was automatically enrolled in the XXXX repayment plan. My understanding is the repayment amount should be lower than my former payment amount under REPAYE. However, the proposed payment under XXXX is about {$100.00} more than my prior repayment amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am in the PSLF process and I have been tossed around between multiple customer service pathways. I have met/exceeded the XXXX payments necessary to qualify for student loan discharge through PSLF. My original lender was XXXX. XXXX became XXXX- and neither company exists. If you call the hotline- it's now a call center for medical alert buttons. My previous lender ( XXXX ) advised I call the number for XXXX that sent me directly to the med alert process. The United States Department of Education says they can only " see '' payments made from XX/XX/XXXX on. XXXX previously sent me a list of all payments made before they acquired them - and while I was with them. I am now with Mohela and have provided all this information to them and the XXXX. I guess my complaint is with XXXX and their abysmal record-keeping. I have no way to reach them. XXXX- has this information and has released it to me, but Mohela and XXXX won't accept it as " official '' unless it comes directly from XXXX. When I call XXXX - I get long wait times, disconnections, and told to call XXXX ( you know- the company that doesn't exist anymore ). I have clearly made payments from XXXX - XXXX and I just need someone somewhere to give me credit for this. I told XXXX if I didn't make payments for that period of time, they would have known that b/c they would have declared me as defaulting on the loans- which never happened. I always made timely payments. I have worked in public service my entire career. This entire process has been a nightmare. So I am seeking any type of assistance or resolution. I know I am not the only one who is a product of XXXX record-keeping by XXXX XXXX and the United States Department of Education. I have entered into PSLF - and my payment counts are " stuck '' at XXXX -- they are only counting the time they can " see '' from XX/XX/XXXXXXXX - current. I never defaulted on any loans. I have provided my receipts from XXXX multiple times - and Mohela is being difficult by not accepting anything on letterhead from XXXX they send to me as " official ''. I'm beyond upset. This program was supposed to help people like me who gave their lives to public service. I am a daughter of a US Veteran. Please intervene with : XXXX XXXX XXXX Mohela US Department of Education XXXX have been at this entire process since XXXX of XXXX. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I applied for Pslf XX/XX/XXXX. I submitted the application through fax. I have the receipt from the fax. MOHELA states I need to work with Federal Student Aid. FSA states that I need to work with MOHELA. Each time I call, Im on hold for over 30 minutes and the customer service rep does not seem to understand or be of help. I am told to re-apply but then I will be past the deadline of XX/XX/XXXX. I dont know what to do now.MOHELA site shows that I faxed the application. FSA site shows I never submitted the employer verification form. I still have the copy if it needs resubmitted, but I cant get an answer on what to do. Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 329XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is against XXXX and Mohela. During the last week in XXXX, I spoke with a representative from XXXX about the SAVE program and I decided to apply because the rep explained its benefits. The federal government is touting how easy SAVE is, but lenders like XXXX are not making it easy. I applied for SAVE manually because I am making less money than last years XXXX. XXXX requested I submit my paystub to them, even though I already submitted to studentaid.gov. The XXXX website wasnt allowing me to upload the documents, so I submitted to the email they provided. I never got a confirmation. So, days later, the site was back up so I submitted again. They said they received the application on XXXX and it would take XXXX days. I received an email today that it would take another XXXX days from today. I feel like lenders are stalling so that borrowers are forced to pay higher payments and higher interest. Regarding Mohela : I had to go to XXXX to learn how to bypass their automated system. I applied for PSLF last year, received a confirmation letter, and never heard anything. I couldnt reach Mohela because you need account information to bypass the phone system, but I never got an account because I finally learned there was an issue with my application. Wait times are so long that I took a day off work on Monday to try to get these things figured out and they are so far from being figured out its insane. These lenders are taking advantage of us and breaking us down and they must be held accountable. I have filed XXXX complaints on studentaid.gov and I contacted my Congressperson as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A