Date Received: 2023-09-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was transferred to Mohela... they asked me to set up a new account so I attempted and got an error message. On the error message page it says " contact us '' with this reference ID. When you click to contact them and go through the hoops .... they will not let you contact them via web without logging in, which I can not do in the first place, that is the error. So I call the number... the number after waiting 10 minutes to hear the spheel about how you can access all these things online I finally get the option to choose a number to get help. They say it's a 71 minute wait. But! I can get a call back, so I choose that option. Before I can say " yes '' to confirm my phone number the auto voice immediately says " im sorry I didn't catch that '' and puts me into the que without any other chances to get a callback. It feels like they are intentionally limiting their contact options and putting folks through an outrageously long wait time in hopes that they will just give up and not have to be contacted. It's really not accessible to have that broken feedback loop on the website in terms of contacting. I also went to get feedback on studentloan.gov and the feedback page for that site is also down .... it just seems so suspicious to me that there is no way to flag these very apparent contact issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98664
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This debt has been closed and they do not want to remove the late payments from the report plus they sold this loan was fed loan no Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95367
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I tried to sign up for the SAVE program, after using the Federal Student Aid website calculator which took into account the pre-tax dollars that I do not see in my salary i.e. my XXXX deductions, Health Insurance, FSA and HSA dollars, to calculate my repayment amount. When I went to my loan processor, Mohela, and tried to calculate how much it would be for me to use the SAVE program, Mohela does not take into account what pre-tax dollars I do not see in order to calculate my payments. Mohela only looks at Adjusted Gross Income, my number of dependents and if I can access my spouse 's income. There is a {$20000.00} difference between my XXXX and my post deduction income, I can not afford the payment under the SAVE Program because it is artificially high when calculated by Mohela. I called Mohela to speak with a customer service representative and was told that there was no other way to calculate my income and that was the only information that Mohela considered when determining the repayment amount. The Mohela repayment amount is more than twice what I was quoted when I used the Federal Student Aid website to determine what my payment would be under the SAVE program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11226
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I do not agree with the payment tracker towards PSLF on the Mohela dashboard for my account. I have been working in XXXX XXXX since XXXX. I have all my qualifying employers verified and confirmed with completed employment verifications on the Mohela dashboard as follows : Employer Employment Begin Date Employment End Date XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX US DEPT OF EDUCATION FEDERAL STUDENT AID XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX to PRESENT Yet on the payment tracker, it is missing the 46 months from XXXX of XXXX to XXXX of XXXX. Those months are not listed, in either of the ELIGIBLE nor INELIGIBLE lists. Within those 46 months there were only 14 months, XXXX of XXXX to XXXX of XXXX that I was not employed with a qualifying employer. So 32 of those 46 months should be ELIGIBLE. That would bring me to 126 qualifying and eligible periods as of XX/XX/XXXX, towards my PSLF. I will certify employment with my current qualifying employer in XXXX, so that will bring me to 138 towards the 120 required. I have contacted MOHELA several times. I have contacted the Department of Education/Federal Student Aid and the ombudsman and they have not updated these missing months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78242
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Company inaccurately used my information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the XXXX XXXX patent plan for student loans in XXXX and received in XXXX. My loan servicer changed from XXXX XXXX to Mohela in XXXX. As we approach restart of student loan payments I reviewed my loans and saw they were in XXXX and not XXXX ; this is important because XXXX plans are automatically transitioned to the new SAVE plan without needing to recertify my income. I have spoken with Mohela on XX/XX/XXXXXXXX and they say that I have been in XXXX since XX/XX/XXXX ( this is when I recertified the XXXX plan ), and that there was nothing they could do and I would need to reapply for XXXX. I have documentation of my original XXXX application and the recertification. They stare there is a disclosure statement of my payment plan from XX/XX/XXXX showing my loans in XXXX ; I have requested this documentation from them. Even if this is true I should have never been in XXXX and have not signed any documentation requesting such ; this is either a mistake by XXXX XXXX or Mohela. I should not have to reapply and recertify my income, and should be automatically transitioned into the SAVE plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55305
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I requested my XXXX in mail never received 7 months later as well as I just bought a new apple phine got new accounts other updated all my passwords logins for XXXX XXXX XXXX XXXX Mohela Ombudsman All corrupt can not use my accounts my passwords logins do not work after I sat for hours on the phine to change all of this last month. I was sent confirmation of this and I still can not use I requested new updated loan status as far as my idk plans still never heard back
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: At that time, I had accumulated over 142 months of employment as a XXXX XXXXXXXX XXXX, and currently it is 154 months ( from XXXX ). During this process, Mohela only recognized two employers ( letter attached ). Mohela also reported to the three major credit unions that I could not be located ( image attached ). Due to the unemployment I experienced during Covid, I was still catching up with bills, and unfortunately, had forgotten to pay my XXXX XXXX XXXX. As a result my mail was being returned. It has since been paid, and the updated information was provided to Mohela. As a result Mohela only applied two of my eight employers, I was denied Public Loan Forgiveness as a whole. I am providing copies of all eight signed and certified PSLF forms, and am requesting that my PSLF application be processed. It is also my understanding that a one-time account adjustment, which will provide additional credit toward PSLF and IDR for periods of repayment, forbearance, and deferment that did not normally count toward loan forgiveness. Thank you in advance for your assistance in this matter. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77056
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX I was told I could receive teacher loan forgiveness along with public service loan forgiveness. Upon being approved for the teacher loan forgiveness I was now told I can not also receive PSLF. I have XXXX payments to go to receiving my PSLF. I was wrongly told multiple times I was ok. So now I do not want the XXXX so that I can qualify for the PSLF... Also I was told I was on the right repayment plan multiple times after calling to clarify. I asked for notes to be put into my account stating this and it was never done.. the opposite was done.. I am XXXX with my loans and payments.. never missed one, etc and now this.. Calling today right before repayment begins I was told I infact was not on the right plan and need to switch over. The fact that so many times I've called and received different information is frustrating and sad. No one clearly knows the correct information and my money is in n the hands of others. If I wasn't on my stuff this would be wrong.. I'm so mad, uspet and frustrated you can't trust anyone but yourself.. I'm very upset with my student loan servicer and the dept of Ed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Took out a parent plus loan for my son XXXX XXXX, {$13000.00} dollars, for him going to XXXX XXXX XXXX university. I filed for XXXX XXXX XXXXXXXX paid the loan, have receipts from the trustee payments going out to fedloan servicing in XXXX XXXX Called Mohela since they took over the loans and transferred all of them. This was a high priority from my lawyers to the trustee and fed loan department. All payments were made. To this day they still show as not being paid, on my account and my sons account since I co-signed. I have all the paperwork. I need assistance. Im now retired marine with minimum income coming in. 100 percent XXXX XXXXXXXX. Thank you XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A