Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am enrolled in the SAVE plan according to my MOHELA online account. I am a medical resident with an annual salary of approximately {$70000.00}. MOHELA is telling me that my loan payments are due to restart at {$4400.00} per MONTH, which is higher than my monthly take-home pay. They do not have an explanation for how this was calculated, and their only solution is to place my loans into forbearance until they can re- enroll me into the SAVE plan - this will cause me to become at least 2 months delayed toward my Public Service Loan Forgiveness , which will cost me thousands of dollars in the future. This is absolutely unacceptable and irresponsible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The loan agency reported to the consumer reporting agency without my consent. On XX/XX/23 saying amount owed is {$4000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60189
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: For some reason theres various student loans accounts open when I did not have so many and I had at one point student loans is charging me double the amount owed. I reported it it took them a month around so to fix it, but never took it off my credit report so now it shows more open accounts that Im supposed to have I filed through the credit bureaus online, they still failed to fix it I believe the valid the federal Fair Credit Reporting Act ( 15 U.S.C. Sec. 1681a ( p ) ). 1788.101.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96080
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My issue is related to the CARES Act payment pause. I have a series of federal student loans, which were under the XXXX plan. I decided to make voluntary payments ( one as a direct transfer on XX/XX/XXXX and the other as a private student loan refinance on XX/XX/XXXX ) i during the pause. However, my financial situation has changed. I have requested a refund of those payments, as allowed by the CARES Act and regulations, so that I can return to my XXXX repayment plan with reinstatement of my federal loans prior to these payments. MOHELA has started the process on the payment made directly on XX/XX/XXXX ( based on a phone conversation with them on XX/XX/XXXX ), but they have provided confusing and mixed advice about the payment made on my behalf by the private student loan folks. I have attached their email messages for review. The first ( XX/XX/XXXX ) said that they thought it was handled already ( which it was not ). The second message ( XX/XX/XXXX ) said that private loans are not eligible for a refund. I agree with this part. However, the payment pause is a different and unique situation. The private student loan refinance payment was a payment made on my behalf during the payment pause, and I am asking for the refund of that payment and reinstatement of my federal loan package. As soon as I receive this refund, then I can pay off the private loan with the proceeds. The third message ( XX/XX/XXXX ) then stated that I'm not eligible for a refund of that payment because it was made before a consolidation/refinance. " If you consolidated your loans, you can't get refunds on payments you made before consolidating. '' However, this guidance applies to loans that were consolidated on a federal basis ( see attached reference ). Analysis from outside student loan advocacy groups suggests that payments made on behalf of borrowers are eligible for refund of payments during the pause ( see attached reference ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: On XX/XX/23 I was notified my loans qualified for PSLF with over 120 payments. It is now XX/XX/23 and my account has not been fully forgiven. I have served the public as a XXXX worker during a pandemic risking my health and my families health and to be treated like this is insulting. MOHELA is not honoring the PSLF laws and processing they are advertising.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59801
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have recently completed a 5 year repayment of my debts as part of a XXXX XXXX Bankruptcy repayment plan. I made diligent monthly payments for 5 years as part of my XXXX XXXX plan- never missing a single payment. I have received my legal confirmation that my XXXX XXXXXXXX is paid in full and has now been closed. However, in the case of XXXXMohela -- they contacted me after the bankruptcy closed to say I owed them an additional {$8900.00} and that payments would need to begin immediately. I called Mohela immediately to inquire -- Why do I have a balance due? Was this an accounting mistake? Did they not understand the XXXX XXXX payoff memo? Or is there some other reason that this amount was not claimed/included when they were contacted as part of my XXXX XXXX process? I do not believe I'm responsible for this amount, and I asked over 5+ long telephone calls, multiple unhelpful call-backs from " supervisors, '' and many harassing emails and phone calls trying to collect on my " debt. '' I have submitted requested proof of payoff to Mohela, received no reply, received an account history, but still no confirmation of why the amount they now claim I owe wasn't included in my 5-year repayment plan. I'm now being threatened with late payment fees and negative reporting to credit buraus for late payments -- this has been very frustrating, and I feel I'm being strong-armed into paying without proper understanding of why this debt is owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: XXXX Discrimination & XXXX in Defamatory, Negative, Inaccurate and Irrelevant reporting of personal information to credit reporting agencies without my expressed written consent nor permission. This is a violation of my right to privacy, as well as, a direct violation of The Fair Credit Reporting Act, and several statutes pertaining to consumer consent under 15 U.S. Congressional Code 1681.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 122XX
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I believe Mohela has mishandled my student loans and my eligibility for the Public Service Loan Forgiveness Program. They will not tell me when my case will be resolved. I spoke to a representative on XXXX, XX/XX/XXXX, XXXX XXXX for over one hour. The associate said that they had the payment count information from my previous loan servicer, but they could not count them towards my total. It must go to a separate counting department. I asked for the length of time that would take to resolve, and he said he could not provide that information. I believe this should be resolved as soon as possible, since my case was first filed with Mohela in XX/XX/XXXX. COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Student loan ISSUE Dealing with your lender or servicer Previously, they erroneously counted my qualifying payments. According to their website, every month has counted as qualifying for XXXX between XX/XX/XXXX and XX/XX/XXXX which is XXXX, however, they only list XXXX in my qualifying payments. Additionally, My consolidation loan was disbursed in XXXX, however no payments were counted prior to XX/XX/XXXX. All payments have been on time. I began employment at XXXX XXXX XXXX XXXX XX/XX/XXXX. All employment has been verified. I filed for TEPSLF in XX/XX/XXXX, was then transferred to Mohela. spoke 3 times to Mohela representatives who assured me the 36 months would be counted, but they were delayed in counting TEPSLF-compliant payments. I ask the 36 months to be counted as verified which brings my count to XXXX qualifying payments for the program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60202
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've submitted documents to Mohela to recalculate my IDR for payment starting back in XXXX on XX/XX/XXXX. I received correspondence via email from them that I needed to call them and additional info is required on XX/XX/XXXX. I've called everyday through today XX/XX/XXXX trying to get a representative. Each time I'm routed through the automated phone system until the system just hangs up on me and says goodbye. I have tried every method I can think of to get a hold of them. I have waited on hold hours to never be connected to a representative and have requested a call back only for the system to tell me an error occurred and I can't receive a call back at my number. So then I attempted to contact them via messaging thru their app/email, which I come to learn, does not exist. No messages can be sent through their website. This is absolutely ridiculous and the worse NON customer service I've ever experienced. There does not seem to be any way to resolve anything or get a hold of anyone to figure out my next steps. What am I supposed to do to fix this? It's unresolvable on my end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78757
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I consolidated my loans in XXXX of 2022 through XXXX to be transferred to MOHELA. Some of the loans were not able to be consolidated because of the in school status. I was directed by XXXX to fill out a request to add loans to consolidation after taking those loans out of in school status. I filed that form and my loans were marked as paid in full via consolidation in XXXX of 2022. Those additional loans are still not added to my MOHELA account. I have reached out to MOHELA several times and they tell me different thingsthat my current balance is accurate ( even though its missing the added loans ) or that I need to contact XXXX. When I contact XXXX they tell me theyve sent the consolidation information to MOHELA and to contact them. I filed a complaint with XXXX and they told me the loans are still with XXXX according to the loan tracking, but closed the case. I am missing more than half of my loans on my balance and no one can tell me if or when it will be added to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12065
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A