Date Received: 2023-08-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Per the Cares Act from the government, payments made to student loans during the pause period from XX/XX/XXXX to XX/XX/XXXX are eligible to be reimbursed. It says this on the federal student aid website and it is encouraged to contact the loan servicer to get the money back. https : //studentaid.gov/announcements-events/covid-19/payment-pause-zero-interest. It says exactly this right now, Refunds During the Payment Pause. You can get a refund for most payments ( including auto pay ) you make from XX/XX/XXXX, through XXXX XXXX, XXXX. If you have a Direct Consolidation Loan, you cant get refunds on payments you made before consolidating. Contact your loan servicer to request that your payment be refunded. I contacted MOHELA today, XX/XX/XXXXXXXX to request the refund but they are refusing to put the request through because they are interpreting the statement to be that after XX/XX/XXXX you can not make that request anymore but the federal student aid website does not say that. Their website still encourages you to contact the loan servicer for the refund. Mohela will not let me talk to a supervisor. I asked that they just put in the submission but they are refusing because they say it will just be denied. I said even if it is denied I would like to try but they are refusing saying they are allowed but this information is not on their website and can not be found anywhere in writing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19426
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I tried to resolve this early in 2022, and assumed the loan was real since I have two XXXX XXXX from different universities. The Washington State Attorney General 's Office tried to resolve it, but Mohela refused to answer their calls and requests for information. When I just did my annual credit reports, I found the information is still on my XXXX and XXXX and my complaints of it being false information last year have been deleted. Having just finished a XXXX XXXX in XXXX XXXX with XXXX loans, I called to get into the REPAYE program, which is required if you have delinquent payments or charge offs/defaults. I was told I have none and needed to call the XXXX XXXX XXXX XXXX. I called the XXXX XXXX XXXX XXXX, and was told I've never had a XXXX XXXX loan and that Mohela is precluded from buying a XXXX XXXX loan, servicing a XXXX XXXX loan or anything else to do with XXXX XXXX. I was advised to file a complaint with my state Attorney General again, and to file a complaint here, also. It's straight up fraud. I don't have and never have had a XXXX XXXX loan and Mohela has never been my servicer. All my XXXX loans have been serviced by XXXX XXXX, and recently got taken over by XXXX. I have applied for and completed the process for all my loans to be consolidated into the SAVE program. I could not do this if I had any loans deliquient, in default, or claim charged off. Yet Mohela is trying to collect {$1700.00} from me, through fraudulent reporting to credit bureaus. I have proof all my loans have been consolidated into SAVE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been trying to pay off my loans before the repayment pause ends. Starting on XX/XX/2023, I made multiple lump sum payments to my account. During each of the initial payments, a specific amount of money was directed to certain loans of my choosing. After each payment, Mohela directed the lump sum to the loan balances of their choosing. This then created a - {$30000.00} loan balance on loan XXXX. I called Mohela on XX/XX/2023 and spoke to XXXX. I inquired about why this is happening, and she didnt know the answer. It was also during this phone call that Mohela could not tell me the total balance of my loan. XXXX had to create a manual note in my account to make sure that during future phone calls the entire balance was known. XXXX then stated that she instructed overpayment of {$30.00}, XXXX on loan XXXX to loan XXXX and confirmed that I could continue making payments on all other loans but loan XXXX as this will have the {$30000.00} applied to it. She assured me that this was a mistake that would be fixed, and I was the only person that this has happened to. She placed me on a callback list to let me know that the {$30000.00} transfer from loan XXXX to loan XXXX was completed. I never received that call. I then made another lump sum payment directed to specific loans XXXX and XXXX on XX/XX/2023. I received the payoff confirmation letter for loans XXXX and XXXX. Upon logging in over the next few days, it was noticed that there was a negative balance of {$5000.00}, {$900.00}, and {$3000.00} on loans XXXX, XXXX, XXXX, respectively. Also, the redistribution from loan XXXX to loan XXXX never happened. I called Mohela again and spoke with XXXX. XXXX could not explain to me why these loans have a negative balance despite seeing the notes in XXXX system about my previous phones calls. XXXX stated that it just takes time for the money to be transferred between accounts. I pressed him on how I paid off loans XXXX and XXXX and that the only way for these loans to have a negative balance, considering loan XXXX balance not changing, was that the {$30000.00} from loan XXXX was not distributed to loan XXXX, but to other loans. He then admitted that this does look like a mistake, and I need to let it work itself out. He then started lecturing me on how I need to let certain things go and let them just happen and trust that it will work. I was in shock that this was his response. I emphasized to him multiple times that I am trying to pay off my loan before the interest starts. He stated that it will work out and just wait. I could not accept this as an answer since interest starts on XX/XX/2023. I tried exploring how to pay off my loan in whole with him. The payoff amount was {$69000.00} but due to the negative balances on loans XXXX, and XXXX, XXXX and the website stated that my payoff balance was {$79000.00}. This inhibited me from paying off my loan because I needed to wait for the negative balances to be distributed. His next suggestion was bold. He stated that I could either overpay by {$10000.00} and wait for the Treasury Department to refund me {$10000.00} or let the interest accrue and call Mohela on XX/XX/2023 and they will work with me. These were my options and I had to accept it, according to him. I requested him to escalate this to a supervisor and get the loans XXXX, XXXX, and XXXX negative balances redistributed. After working with a supervisor XXXX said that they requested an urgent reallocation and that I would get an email stating when it happened. I questioned him on this because I have been told multiple times how it should go, but it doesnt seem to go as XXXX XXXX state. I asked for proof of how I know an email will be sent. XXXX then said that he promises it will be sent to me and that I need to trust him. I had to argue back against this idea of trusting him and Mohela as I am the XXXX getting punished with accruing interest or overpaying my {$10000.00} because I trusted that Mohela was going to do as they say. XXXX reported that the negative balances will be transferred to loan XXXX and should be fixed in varying time frames : XXXX days, XXXX days, 10 days, or 30 days. Hopefully with his XXXX request, the timeframe will be XXXX days. During this uncertain time, interest will accrue. I asked about keeping my loans in forbearance as I am paying them off, but due to XXXX actions I cant pay them off before XX/XX/2023. XXXX stated that he cant do anything with my loan until they become active again and he will note that if the negative loans are not fixed, I can call Mohela and will be transferred directed to a supervisor. When the phone call ended, I received a message from Mohela to my account stating that the process could take 14 days. As of XX/XX/2023 at XXXX. The loans XXXX, and XXXX are still showing a negative balance and interest start tomorrow. All other loans besides loan XXXX are paid off as I am awaiting the reallocation of the negative balances to loan XXXX before I pay off the difference.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I tried to call and get the payments I made during the COVID Federal student loan pause. I waited on hold for 6 hours and then was disconnected. I tried again and was on hold for 3 hours, and no one answered. XX/XX/XXXX was the last day to ask for a refund on payments made during the student loan pause.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62959
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I transferred my loans to motels in early XXXX and had to call multiple times to eventually learn that my application had essentially been stuck and that they would need to put it back in the cue. Early XXXX I received notice that my labs are transferring but the online account showed XXXX balance until mid XXXX. On XX/XX/19 I was able to see a balance and an expected payment of ~ XXXX XXXXXXXX. This is greater than XXXX the amount that studentaid.gov calculated for IDR and almost twice the standard repayment rate. At the same time I have been trying to silly for a mortgage but can not currently get through underwriting unless I have formal documentation of my actual payment. I submitted a new IDR request and have been calling nearly every day and have been getting told 5-7 business days or 1-3 more days. I called today to again request sons assistance in expediting the process. Later XXXX the application has changed to approved online but without any change in the listed payment. I called back and they said it could take up to 90 days for the system to reflect this. I requested a letter explaining that I had been approved for the plan and the expected payment and was informed that it would be at least 5-7 days to process the request for a letter and that it would have to go through traditional mail. They were unwilling to try and find an email solution and told me if Id like to speak to a supervisor that there would be a 2hr wait.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80227
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: It was made to seem like my income drive recertification application would have to be submitted prior to student loan repayments resuming in XXXX. My initial recertification deadline was XX/XX/2024 on the REPAYE plan. So I submitted an application for the SAVE plan. Then I see on the account that a new payment amount has been applied and the next recertification is XX/XX/2024. However, I then receive information from MOHELA that if my initial recertification was within 6 months of the forbearance ending then it would be pushed out further. Basically, it was not necessary for me to recertify my income and my payment to go up. I then requested that they cancel my recertification application/reverse given this misinformation but they say they can't not do it. I would like them to nullify my recertification application and go back to my old payment of $ XXXX. Also, they stated over the phone that my recertification had been pushed to XX/XX/2024 and not XX/XX/2024 ( so they're telling me different things ). Either way I didn't need to recertify and I would like them to nullify the application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61832
Submitted Via: Web
Date Sent: 2023-08-30
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: Need information about your loan balance or loan terms
Consumer Complaint: Refund was requested on XX/XX/XXXX for student loan payments made during the XXXX XXXX forebearance as recommended by Mohela. I was told refund would take up to 90 business days. As of XX/XX/XXXX, I have yet to receive the refund. However, the account balance of my loan has reflected an increase of nearly XXXX XXXXXXXX, the amount of the refund anticipated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11776
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Submitted PSLF application in XX/XX/XXXX and was told I needed to make 84 more payments. Resubmitted application in XX/XX/XXXX and was then told I needed to make 36 payments. I have worked full-time for a XXXX for almost 15 years XXXX through XXXX and only needed to work for 10 years to receive forgiveness for my loans in the PSLF. I requested help with XXXX and they recommended I submit a reconsideration which was submitted on XX/XX/XXXX. XX/XX/XXXX - Completed reconsideration of PSLF with XXXX XXXX XXXXXXXX. Since this time, I have had no communication regarding the forgiveness of this loan or the receipt of the reconsideration. I have also applied for the SAVE program since waiting for a determination since I am currently unemployed. I contacted XXXX once again for help and they gave me this option to file a complaint about Mohela and Student Aid.gov
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46214
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: In XX/XX/2022, XXXX XXXX XXXX XXXX XXXX XXXX begun managing my private student loan from XXXX XXXXMOHELA . The balance at that time was {$5500.00} ( and XXXX cents ). Since then, I have made monthly payments of {$460.00} to XXXX. Currently, this loan 's balance is {$930.00} according to both my own records and XXXX ' website. However, the credit report I pulled today, XX/XX/XXXX, says the " Reported Balance '' of this account is, bizarrely, {$4100.00}. Not one of the payments I have been making all year to XXXX appears on this report. I have also today submitted a dispute to XXXX and an e-mail inquiry to XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/23, I called Mohela they left me on hold for XXXX hours so I could speak to a supervisor. I asked for them to look into payments that were not being covered under XXXX. Could not provide an explanation as to why payments were not being counted. A month ago I spoke to someone and they saw the discrepancy and stated they were in training I waited on hold for an hour only for the agent to tell me she could not get a hold of a supervisor and they would have someone call me back. No one ever called me back. The month before that I was told my payments were just not all counted yet and to give it more time. Each time I call its a different answer or excuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A