Date Received: 2023-09-05
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I am enrolled in XXXX XXXX XXXX XXXX with Mohela. As such, I believe I am required to recertify for income drive repayment year, though this has been affected by COVID. Anticipating the need to recertify ahead of payments and seeing notifications on the Mohela website, I submitted a recertification in XXXX of XXXX. I received a denial XX/XX/XXXX stating it was unclear if my request was intended to recalculate the monthly payment. I was confused by this statement and called Mohela. They stated they did not understand the denial and that I should resubmit. I resubmitted again and was denied again XX/XX/XXXX. I called Mohela and different representative stated they did not understand the denial but when I asked if I needed to recertify that affirmed, YES, that I did. That representative completed the recertification over the phone and the decertification was process. I now have a payment that is SIX TIMES what was expected prior to recertification. At no point did the customer services representatives or the website or even the denial letters simple explain that recertification was not due until XXXX months after payment restarts. That language did not come up until I received my recertification letter with my new payment amount. I believe I was intentionally misled in order to make higher payments. I called Mohela today XX/XX/XXXX in order to remove the recertification as I have seen evidence that the situation can rectified this way and declined to remove the most recent recertification. I also asked to be recertified given my plan to file separately in XXXX and the told me I was unable to include future information in my current recertification. Additionally, they told me recertications processed over the phone can be inaccurate, but still declined to remove the recertification even though the only attempt approved occurred over the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2023, I sent a complaint to CFPB about Mohela ( see attached ). Mohela replied in XX/XX/2023, with an explanation, which I was grateful for since this was the first communication clarifying how I may resolve the issue. In XX/XX/2023, forms were submitted that addressed the previous issue. The current issue is that these forms were supposed to be included as part of my payment counts within 90 busy days. It is now 90 busy days since the forms were uploaded on XX/XX/2023. This is an issue because as of XX/XX/2023, I have met the required 120 months of public service. However, I can not put my account into forbearance through electronic certification because Mohela has not properly updated my payment count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have, on copious occassions, contacted Mohela to determine the best method of resolving my debt with the focus of removing the information from my credit report. I wanted to pay in full so I could return back to school but postponed my return to school, due to the promise that making small monthly payments for 9 months would allow the information to be deleted from my credit reports. When that did not happen, I was informed that the information would be removed in 7 years from the first delinquency which was XX/XX/XXXX. I was given a date of XX/XX/XXXX. I waited.The information was not removed in XX/XX/XXXX. I disputed the information through XXXX multiple times and each time, Mohela responded disrespectufly quickly. They updated the delinquency date to XX/XX/XXXX, continue to report the negative information, and refuse to provide any proof as to why. I dropped out of school in the XXXX of XXXX ( the term for which the loan was provided ). I have proof of this in the form of a transcript with all Fs. My federal loans would've been due and deliquent ( since I did not pay ) in XX/XX/XXXX. The loan was paid in full in XXXX. They have no reason to continue reporting negative information on a paid in full student loan 7 years and 4 months after the first delinquency date of XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I went to XXXX XXXX XXXX XXXXXXXX from XXXX, less than years of education and my debt is {$100000.00}. I went back to college to try and support my son and myself to a better life ; however, I did not know the end result would be so devastating with the accumulation of this amount of debt. This shows up, if I go to borrow money and prevents obtaining the amount I need because of the debt to ratio. I am in a public service position, a police officer, and I am also enrolled in the Public Service Loan Forgiveness ( PSLF ) Payment plan. I believe I have been overcharged in my college education, even though I went back to college late, I do not believe the cost should be this great. I obtained my Associates Degree first, with classes transferring in which I had taken prior to XXXX XXXX XXXX XXXXXXXX, and then I obtained my XXXX XXXX XXXX, both degrees were in XXXX XXXX XXXX. Finding a job in my area with this degree, as great as I thought it was, was difficult. After not being able to get a job, I decided to go to XXXX XXXX XXXX XXXX and I became a XXXX XXXX and now XXXX XXXX I love what I do and will continue working as a XXXX XXXX, trying to help people and keep the community safe. I would ask you to please review my account with XXXX XXXX XXXX XXXX and see if there is anything you can do to assist me with this issue. I would like to thank you in advance for your efforts concerning this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I currently have {$92000.00} in outstanding student loans, of which the oldest loan goes back to XXXX timeframe. They have been consolidated several times, most recently on XXXX XX/XX/XXXX, so that I have one consolidation loan. This was done after a recommendation due to the one time IDR account adjustment, for which I received the Department of Education letter indicating some or all of my loans qualified for forgiveness, and that action would be completed starting mid-XXXX. My loans have changed hands numerous times and in XXXX were transferred from XXXX to MOHELA. I submitted applications for PSLF and TEPSLF prior to the XX/XX/XXXX deadline, and prior to consolidation, was at a XXXX PSLF payment count. It took several calls to MOHELA to get this count, as they initially missed 30+ payments for which they had credited surrounding payments for the same employers. I am now left to wonder if I have even more qualified payments that I am unaware of. I understood that when I consolidated, my count would temporarily reset to zero. What has happened since consolidation has been a source of tremendous stress and frustration. Any calls to MOHELA, provided one can get through, have been answered by someone " in training ''. I get different answers each time to my inquiries. The final straw is that I had applied for and been approved for the SAVE plan, and was under the impression that my loans would remain in forbearance until the one-time account adjustment occurred. This is apparently not the case. Furthermore, after my consolidated loan initially showed the repayment plan as SAVE with a XXXX XXXX monthly payment, it has in recent days switched, without my action, to a level repayment plan and a payment of around {$560.00}, which I can not afford as I recently took a massive pay cut and have other financial obligations. I understand that there is a tremendous volume of actions occurring, but what I do not understand is why a company that was a proxy in a lawsuit to stop forgiveness is the same company handling my student loan forgiveness actions. I also find it unacceptable that any action on my part results in the effective " wiping out '' of any progress that I can see, and at this point, I am not confident that MOHELA will accurately adjust my account for the one time IDR account adjustment, or that it will happen in a timely fashion. It should not be too much to ask for a company to provide it's customers with ACCURATE, up to date information, and if the system is so antiquated that making account adjustments requires an actual person to do the counting, I am not confident that MOHELA has enough trained and competent individuals to process these actions. I should be able to see my actual account standing prior to the resumed payment date of XXXX XX/XX/XXXX, which until the last few days, was not even showing on my account -- it showed no upcoming payments due. What is our recourse as consumers, when a company we did not choose is mishandling our student loans and failing to provide us with accurate, up to date information? I can not even reapply for SAVE at this time, because the MOHELA portal for repayment plan applications is " undergoing maintenance '' and unavailable, and I am directed to StudentAid.gov. The problem there is studentaid shows my account balanace at {$0.00}, because the last update they received from the NSLDS is from XXXX XXXX. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29455
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: In XXXX of XXXX I submitted my final Employer Certification Form to fulfill my 120 payments for PSLF forgiveness, initially Mohela did not count these payments because they falsely evaluated my ECF to be a " duplicate form '' rather than a new form from the same previous employer. Finally in XX/XX/XXXX that issue was corrected and on XX/XX/XXXX my payment count for PSLF was updated to 121 on both Mohela 's site and Federal Student Aid site. I also requested on my ECF that my loan go into forbearance while awaiting discharge and that has not been reflected on my account, despite being told by a customer service rep over the phone this had been completed. Now I am recieving messages from Mohela about my account going into repayment this month. Finally, I was told it could take up to 90 days for discharge to take place and it has been well over 90 days and Mohela continues to tell me it is awaiting information from Federal Student Aid despite their counts having also been updated over 90 days ago to reflect over 120 PSLF qualifying payments. I am supposed to be leaving my employer in XXXX and will not be able to afford the current IDR payment that I shouldn't have because I have completed all requirements for PSLF. This is causing a financial hardship for my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 685XX
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Up until today ( XX/XX/2023 ), I was on the new SAVE income repayment plan with a monthly payment of {$0.00} on the MOHELA site. I received an e-mail about payments restarting this morning ( XX/XX/2023 ), and checked my MOHELA account and it shows I've been removed from the SAVE plan and placed on a 'Level ' plan with a payment of {$920.00}. My NSLDS data shows I was on the REVISED PAY AS YOU EARN PLAN, which became the SAVE plan. Why was I removed from the SAVE plan?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First of all, I qualify for the PSLF loan forgiveness. Mohela has miscalculated my payments and time in service. I would like a resolution to this. I believe that they deliberately miscalculated my loans so that I would not be able to close out my loans during the TPSLF period. But now that deliberate miscalculation means that I am stuck in the same situation. On the other hand, they keep sending me emails to tell me that loans are restarting but their website is down and has been for some time. How am I supposed to manage my loan payments when I can not even sign into the lenders website. The complaints against Mohela are numerous and they are still permitted to hold loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93308
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of XXXX I recieved mail from Mohela saying I hit 122 payments which qualified me for PSLF. I was told by Mohela that within 90 business days my loans should be discharged. That 90 day mark ( plus quite a bit ) has come and gone and no movement on my account. Mohela says " keep waiting ''. STudentaid.gov says " Keep waiting ''. At this point it is a breach of contract. It is now seven months pass from when I hit the required mark for forgiveness and these loans are still XXXXXXXX XXXX XXXX XXXX like a XXXX, ready to XXXX XXXX. No one will do anything to move them. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA sent me a notification on XX/XX/XXXX that interest was resuming on my student loans on XX/XX/XXXX. This seems like an interest accrual grab by MOHELA for not warning me in advance of an important date. I could find no previous notification of this by MOHELA in my inbox.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A