Date Received: 2024-01-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I submitted my IDR application to Mohela because of the XX/XX/XXXX restarting of student loan payments. On XX/XX/XXXX I was notified that my account would be be put in administrative forbearance from XX/XX/XXXX to XX/XX/XXXX to process my IDR application ( email attached ). I had not requested administrative forbearance and was eager to start my loan payment in XX/XX/XXXX since I am working towards PSLF. On XX/XX/XXXX I was notified that there had been a change to my account and that I had a scheduled monthly payment for XX/XX/XXXX in the amount of {$42.00} ( email attached ). In late XX/XX/XXXX I called Mohela and asked why I had a payment due of {$42.00} if my account was in administrative forbearance. Upon digging, I found that loan 1 of my 10 loans was not in administrative forbearance. I was told by the Mohela representative that this was clearly an error that one of the loans was not in administrative forbearance. At that point my IDR application has been approved in early XXXX and I asked if I could make a payment on all of my loans for XX/XX/XXXX since I am working towards PSLF. I was told that would not be possible since 9 out of 10 of my loans were in administrative forbearance that I had not requested and Mohela would not be able to change my account forbearance for the month of XX/XX/XXXX. I was told that the payment of {$42.00} would be processed and then I could call to get it refunded since this was an error as all of my other loans were in administrative forbearance. Mohela refunded the amount of {$42.00} on XX/XX/XXXX. On XX/XX/XXXX I received a " friendly reminder '' that XXXX due date has been missed. Since then I have received reminders from Mohela and XXXX Department of Education that I have missed payments. I have called Mohela XXXX times about this issue and each time I'm told that this is an error and to ignore the late payment reminders. On XX/XX/XXXX I received a response from Mohela regarding another issue I had about PSLF qualifying payment counts with a response that my account is currently 20 days delinquent with a past due amount of {$260.00} ( email attached ). On XX/XX/XXXX I called Mohela and spent over XXXX hours on the phone just to be told to ignore the email sent on XX/XX/XXXX about the past due amount of {$260.00} and that it was a mistake. The representative said they could see a late amount of {$42.00}. When I explained everything above, the issue was escalated to a specialist who did nothing in the two hours and I was ultimately told to ignore all late notifications NOT to pay the {$42.00} and that the issue would be corrected in 45 business days. I then confirmed that my account would still show delinquent and that I would continue to receive emails that I am delinquent on my Federal student loans. I was told this would be the case until the issue is resolved by Mohela. I am a XXXX employee who is working towards PSLF and who has never paid a bill late. This is ridiculous that I have been subjected to the stress and time I have had to spend on trying to make my student loan payments on time and ultimately work towards PSLF. Back in XX/XX/XXXX when I was put in administrative forbearance without my approval I was told I could not pay my full amount for the month of XX/XX/XXXX even though my IDR application had been approved by that point. Mohela told me that they could not process the change in my account in time. Now I am being punished with a false delinquent account for an error from Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Today I contacted Mohela at XXXX XXXX at XXXX I was on hold for customer service for XXXX hour and XXXX minutes before Mohela automatically hung up on me. I called 2 more times. Same result. Contacting Mohela is very difficult. I need to figure out how to pay the so called " past due '' amount. I keep paying them via their online platform and they keep saying I am still late. This month they are saying I am late. IMPOSSIBLE! I am paying what they are telling me to pay! Including whenever they say I am late. I was told by a financial advisor to look into consolidating my loans so that I can be granted another loan servicer. I am in the process of doing that. I am sick and tired of this every month! The amounts change from month to month and the automated system says I owe {$97.00} dollars for this month, but the bill for this month says {$100.00}. Then it says I owe {$56.00} past due since XX/XX/2023. I paid what the website said what was due!!! When I try making a payment via the automated service, I wait for the long automated update regarding long wait times and that they are transferring my account to a new platform and that I should wait for them to contact me. So, I press 1 to make a payment and then press 2 to pay specifically my so called " past due '' amount. When I press 2, it automatically takes me to customer service and then the long wait begins again. After waiting a long time, the call is suddenly disconnected by Mohela. When I pay my bill -- - the " current amount '' is only paid. There are no options on the website or way to confirm that I am paying both the so called " past due '' amount along with the current. I do not even know how I am past due as I have been paying monthly. Please help! This company is clearly connected to financial predatory practices and stakeholders. This can not be possibly legal or ethical. I am trying to pay my student loans and this company is willfully or unwittingly sabotaging these attempts. XXXX XXXX XXXX XXXX and have been for almost 7 years. I am not looking for a free ride. I just ask to please not let Mohela prey on me!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96797
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Submitted documentation for XXXX on XXXXXX/XX/XXXX and it stated 30 day turn around. I was waiting to see if my loans may have been forgiven before I made payments. The results were just processed on XX/XX/XXXX and I am now way behind on payments. They are also not offering any type of forbearance on the account until they processed the new application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I called MOHELA multiple times over the course of the last 18 months. Most recently on XX/XX/XXXX to request an explaination of letter they sent to me following my original complaint that loans listed in forbearance on the MOHELA website should be counted in my PSLF. Over the last 18 months MOHELA has placed me on extreme holds lasting upwards of 2 hours waiting to speak to a manager following continually being given different reasons why my loans were not being counted. I was told on many occasions it was due to the loan being defaulted. I contacted the XXXX XXXX XXXX on two occasions and requested the dates my loan had been in default. Those dates were provided in XXXX, they were listed as being rehabilitated in XXXX of XXXX and put back into good standing. There remains a period time between XX/XX/XXXX- XX/XX/XXXX where there is no record of my loan, MOHELA has been unable to share what servicer it was with, as it was moved from XXXX to XXXX to XXXX. The XXXX XXXX XXXX has no record of my loan being defaulted in XXXX until XX/XX/XXXX. I requested MOHELA provide me with the information proving that my loan had been in fact defaulted and what documentation was sent to me, the OWNER of the loan during that time. My address, phone number and email were all accurate for that period of time and on notice was received on my end, no proof has ever been provided, and the XXXX XXXX XXXX has no record of it. MOHELA sent me letter on XXXX, XXXX XXXX that included no relevant information to my ask, but was merely a recap of my phone calls and stating the dates they claim I was defaulted. This is not proof of default, words and paper from MOHELA do not prove the loan was defaulted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am unable to fix this issue with MOHELA because I have such difficulty getting someone to help. I have called about why some PSLF payments are not counted though I was employed where they should count. I was going to be on hold for 50min so I elected to have a call back. XXXX XXXX XXXX XXXX XXXX XXXX XXXX so I can not just wait on the phone for the estimated 50min they told me because I have to take care of patients. They call back came and I answered on the first ring. Somehow MOHELA hung up and left a voicemail stating they could not reach me. This is false. I am now trying to call back and leave my phone on so I can answer but it has been almost 40 min this time. No one has the time in their work day to wait 30, 40 min or an hour for help with something as important as our loans. And MOHELA knows that we dont have time and they hope we just keep paying and not getting assistance. But we can not stand up for ourselves. Are you able to help myself and many other borrowers have better service especially those who actually will pay the loan. We just need them to answer our questions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29621
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have requested the company examine the Public Service Loan Forgiveness documents I submitted on XX/XX/XXXX in order to discharge my loans, as I have made the required XXXX payments and have served with the U.S. FDA since XX/XX/XXXX I have yet to hear from them on the matter. I have attempted to talk to a live person by both chat and phone, to no avail. Additionally, I have been required to make payments during this timeframe $ XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17602
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My loans were switched from XXXX to Mohela in summer/fall XXXX. There was little to no information on the switch to begin with. My payment with XXXX before switching was around {$28.00} per month. I have been paying even during the pause. Once the pause ended and I was switched to Mohela, It stated my payment was going to be over {$500.00}. I recently got married, but do not make much more money than when I began with XXXX. In addition, my husbands student loans are higher than mine and he was able to request a lower payment with XXXX and get it approved right away. I have submitted many requests to lower my payment with Mohela, getting denied the first few times because I did not know I needed to submit paperwork ( you did not have to do this with XXXX and there was an option to opt out with Mohela ). I spoke with someone on the phone after resubmitting again ( in XXXX XXXX ) and they said they can put my loans on hold for a month until a decision was made on a new plan. The deferment did not work and I still have to pay over {$500.00} on this loan with still no answer to my submission in XXXX. I can not afford this payment and do not know what to do as this service provider has been so difficult, I would do anything to switch back to XXXX or have a different plan. I have even tried to submit my name change to Mohela and it still has not been processed for months. Is there anyway to assist with lowering my payment or changing loan providers, this is my last resort. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA placed me in forbearance in XXXX which makes it impossible for me to make payments. During this time my interest is accruing and there is nothing I can do about it. They also just wiped out my balance then reinstated a week later just as I was about to come out of forbearance. So now I am in forebearance all over again for another XXXX months and they are going to make even more interest off me. They also raised my interest rate from XXXX to XXXX %. How is this not illegal?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 133XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to talk to someone for 3 months, and I have repeatedly been hung up on and have never actually managed to talk to a person. I have been trying to apply for forbearance that I qualify for, but they dodge my calls and I can't get any information. I am now in collections for the student loan as I can't get any progress on my student loan forbearance process. I have spent hours on hold, only to be hung up on. I've requested call backs, only to be hung up on. This is ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61615
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/2024 : XXXX ( MOHELA ), I was personally called about starting back my payment for my Student Loan that I am currently waiting for employment verification since XXXX and resubmitted at end of XXXX, during that time I am well over the required amount of payments of 120 for PSLF and should not have to pay any more money due to working in schools my entire working career. As we wait for that, the person From MOHELA called this morning, and explained that it was all on the department of education in terms of when the employment verification would happen. I understood that, but then she implied that we would not receive PSLF forgiveness unless we were current with the loan or paid back the now 2 months we have decided not to pay on the loan, based on the fact that forgiveness should have been resolved prior to payments resuming. As we have been lied to by these companies in the past and have lost over XXXX dollars it is hard for me to trust that in paying them, once my loan is forgiven which it will be, that magically I would somehow receive our money back. Hard to understand that once you are finished with a loan that you would somehow need to continue to pay on it after these multiple 90 day periods of waiting. Would love some help in making sure others are not lied too, and any help would be appreciated. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A