Date Received: 2023-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to dispute the late payments that are appearing on my credit reports for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX associated with my Mohela Dept of Ed Acct # XXXX. I firmly believe that these late payments are inaccurate and unjustified. It is inaccurate to report 90 days late in XX/XX/XXXX when there in on time payment reported the previous month in XX/XX/XXXX. There are only 30 days in between XX/XX/XXXX and XX/XX/XXXX so it's impossible, inaccurate reporting, and a violation of the FCRA to report 90 days late after an on-time payment the previous month. Therefore, the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX late payments are reporting inaccurately and in violation of the FCRA as well. Also, these late payments are in violation of15 USC 1681eb which clearly states, " Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36301
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX MOHELA customer service keeps hanging the phone up after being on hold. They have the phones turned off due to high call volume at XXXX when they open. They are not answering questions when they are emailed and only say vague information to direct questions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37659
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA made several mistakes that are costing me money, time, and XXXX, which has been incredibly difficult as payments are set to resume in less than two weeks. Back in XX/XX/, I asked MOHELA to apply my incoming student loan payments to a particular loan. It ignored my request. On XX/XX/, I again asked MOHELA to apply my incoming student loan payments to a particular loan. It ignored my request again. On XX/XX/, I noticed that {$5000.00} disappeared from my account. I sent a message to MOHELA both anxious and frustrated about the situation. MOHELA responded saying that I requested a refund of this amount. On XX/XX/. I responded that I never requested a refund and wanted my balance restored. MOHELA responded that I needed to call them directly. I called later that day and the person on the phone said that I would receive a check in the mail. After further discussion with them, we decided that they could restore the balance online so they voided the check. They said it should be resolved in 3 weeks. XXXX XXXX XXXX. I reviewed my account and noticed the balance was not corrected. I called MOHELA and waited on the phone for two hours to speak to a supervisor. I have a supervisor recorded on one of our phone calls admitting MOHELA 's mistake and that they just needed a little more time. I asked for compensation for my trouble and they said no. XX/XX/. My balance is still not corrected. I am missing {$5000.00} and the check for it is voided. This is fraudulent. I called again and the supervisor told me that the people who need to fix the issue still haven't responded. The supervisor said he could pass it onto management who would see it in 3-5 business days and changes wouldn't be reflected for 10 business days. That will put my loans at XX/XX/XXXX where they will again be accruing interest ( on money that I already paid! And money that they withdrew without my consent! And has been missing for 3 months!! ). I am infuriated. This is the most incompetent, fraudulent group of loan servicers I have ever experienced. I had such a better experience with XXXX and wish I could go back. These guys are crooks and I still don't have my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57104
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loans were recently moved to MOHELA. I called MOHELA with a question regarding my consolidated loans which are in an IDR plan and have been due awhile. They said they had no info on my loans pre-consolidation. They told me to call Dept. of Ed. I called XXXX and they told me MOHELA has to have that information. I want to know what happens to my payments on my loans when I first consolidated. 7 years later I went back to school, and my loan provider at the time told me I had to reconsolidate my loans to continue with IBR. So I want to know if my payments count towards my 25 years or not. No one can tell me. And if they don't then who I contact about receiving deceiving/predatory loan advice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55122
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This issue is related to Public Service Loan Forgiveness or PSLF. MOHELA is my current student loan servicer and I submitted my final paperwork to ask my loans to be forgiven as I qualified for Public Service Loan Forgiveness to both Mohela and Studentaid.gov in early XX/XX/XXXX. Prior to this date, my servicer was XXXX and every year I submitted my PSLF tool application on-time and was kept up-to-date with my qualifying payment count. Well, this past week ( XX/XX/XXXX ) I reached back out to MOHELA to request more information on my status and they indicated that even though I have 140 qualifying payments ( at this current time ), they would not be able to 'validate/audit " all of my payments prior to new payments starting back up on XX/XX/XXXX. This is absurd- for two reasons - first, they said that " if I have any 'payments ' for {$0.00} that those payments would not be counted as qualifying payments. '' ( that is against the the new law that just got passed. ) Second, most of my {$0.00} payments were when my loans had been placed in forbearance XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) as I was incorrectly told that I would need to place them in forbearance in order to make sure I would not have to make payments on my loans during my service; however, had they just been placed in a 'Income-based Repayment Plan, ' due to my income being around XXXX XXXXXXXX I would have made {$0.00} payments due to my financial situation. Therefore, with Mohela indicating that I will have to start making payments again in XXXX and that I will not be eligible for a refund on any new payments that replace {$0.00} payments within my 120 qualifying payments, they are illegally denying me from receiving payment counts on my XXXX XXXX XXXX XXXX- which is illegal and protected by law. I would like for you to support my case in any way possible so that I can receive proper loan forgiveness as I am entitled to receive. Thank you!
Company Response: Company believes the complaint is the result of a misunderstanding
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loans were moved from XXXX XXXX ( apparently now known as XXXX ) to MOHELA in XXXX or XX/XX/XXXX. When I received the month count on my public service loan forgiveness, I logged into MOHELA 's online portal and then made a call to their customer service on XX/XX/XXXX because I noticed interest sitting on my account in the amount of {$1200.00}. This did not make sense given that I had been making payments prior to the pandemic and interest was paused during the pandemic. I spoke with XXXX at MOHELA on XX/XX/XXXX, and she spent a long amount of time researching. She told me that the interest was likely from my previous servicer but could not explain it. She said that the interest would compound as of XX/XX/XXXX when interest starts accruing again on student loans. I asked for my full payment history on both of the loans. ( There are two -- both federal and both consolidated with fixed interest rates. ) She said that she would have this mailed to me and that it would take up to four weeks. On XX/XX/XXXX, I received a blank document of three pages from MOHELA. ( Document images included herein. ) This contained no information about payments, so I called MOHELA the next afternoon and spoke with XXXX on XX/XX/XXXX. This time, XXXX told me that everything appeared to be requested correctly on MOHELA 's end. After insisting to him that I only received blank correspondence, I was told that a mistake occurred but that a new request to mail me the payment history was submitted by a manager. I was assured that I would have the history within 7-14 days. XX/XX/XXXX came and went, so I gave it one more week. When nothing has arrived by XX/XX/XXXX, I called MOHELA again and spoke to XXXX XXXX. She said the XX/XX/XXXX request had been cancelled because it was deemed a duplicate, but she still couldn't explain what was occurring and why I couldn't have my payment history. She spent 1 hour 15 mins on the phone with me waiting to go through two layers of managers whose names she could not give me. I was assured that the second ( higher level ) male manager could see my payment history and that I would have it by that Friday, XX/XX/XXXX. ( XXXX, XXXX XXXX said that it was policy that supervisors ' names not be released to customers. ) That sounded improbable to me given the time it takes to mail something. When I questioned her on this, she said that it would be " into next week. '' Then she changed her mind and said that it could take up to 30 days but should be much quicker now that she notated the account to tell people here to look to get my payment history. I expressed my concern about the interest capitalizing on XX/XX/XXXX, XXXX XXXX told me " that won't happen. '' When I told her that I appreciated all of her efforts but would like to speak with the complaints division before reaching out to the CFPB, I was told that MOHELA was closing in 20 minutes and that she wasn't allowed to transfer me. Instead, I would need to call back the following morning and go through the various layers of employees before being allowed to speak to the complaints desk. XX/XX/XXXX has passed. I have no payment history. I requested this two months ago and have spent upwards of 4 hours on the phone with MOHELA trying to get it. I need my full payment history on both of these loans so that I can see what happened. I do not believe there should be interest sitting on my account, and I do not want this to capitalize on XX/XX/XXXX. Why isn't full payment history available to borrowers when we log in? And why can servicers take 2+ months and still not produce it? This seems incongruent with loan practices in other industries whether that's mortgage or credit card. Can you please assist me? Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I had my federal student loans serviced through fedloan. When I graduated in XXXX from grad school, I attempted to start making payments in XX/XX/XXXX when I started my first career, but was told by XXXX that I can not make a payment until XXXX of XXXX due to my payment date not being active yet. Even though I called over a dozen times between XXXX XXXX thru XXXX of XXXX, I was told the same thing that my loans are not in repayment yet. This deceptive information caused me to delay payment and caused unnecessary interest to add to my loan balance. The main reason I was asking to make payments before my official start of loan repayment was due to being employed and wanting to get ahead of additional debt. Unfortunately, I was young and inexperienced with the loan process so I felt like fed loan was acting in my best interest, but now I can see that was not necessarily the case. The next issue occurred around XXXX when I completed my annual income based repayment application for fed loan XXXX My application was processed by fed loan and I received a monthly payment of ~ $ XXXX mo XXXX on my application. At first I was confused by this decease as in the prior year I was paying over $ XXXX mo. I had no change in income/ employment status, so I again called fed loan over a dozen times to inquire why this occurred. I was informed that I fell below the poverty line based on my application information. I explained that must be inaccurate as I did not have a change in status and was making ~ $ XXXX year. The fed loan reps told me there is nothing that can be done and most loan holders want to have the lowest payment. Again, due to my lack of knowledge on how the loan process worked, I took fed loan as acting in my best interest. Fast forward to present day, I have educated myself on the loan process and that fedloan willfully provided inaccurate information that caused my loan to ballon in size due to several years of interest being added to my overall debt balance. A balance that should have been less if I was provide accurate information about my loans. I am hoping that someone can assist me in holding them accountable for this deceptive practice as I like many account holders was relaying on fed loan to act as an advocate for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63123
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My payments made on my Consolidated Direct Student Loan issued in XX/XX/XXXX, are missing for the months XX/XX/XXXX through XXXX XXXX, in the records of Mohela who now service my loan since the date I applied for Public Service Loan Forgiveness. Currently I am being denied forgiveness, befcause Mohela says i require 24 additional payments. The count of missing payments is 30, which would make me eligible for immediate forgiveness, under the current rules. The missing payments appear to correspond to the date my servicing was transferred from XXXX to XXXX in XX/XX/XXXX. All the missing payments were made to XXXX. Mohela has a record of payments prior to XX/XX/XXXX, on previous Consilidation loans ( each replaced the previous ) but the payments made before to XXXX on the last Consolidation have simply disappeared from Mohela 's payment count. ( though they did once reappear with a detail stating " no bill was issued ''. I am attempting to obtain bank statements from a former bank for that period proving payment, but it is very difficult because of how long ago these events occured. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, my Student Aid portal was updated. I went to check and stated there is an active loan with MOHELA for {$47000.00}. I went to check MOHELA, as I knew this was not right. This loan was discharged per the PSLF guidelines on XX/XX/XXXX. See letters attached from MOHELA. Sure enough, the loan that was discharged and forgiven is now " open ' on this account. I called and talked to two people. They confirmed this was discharged and can see the letters. After 1:30 hr hold time, I was then met with an advocate who stated that a 'review ' would have to be done to make sure this is the 'right ' loan. Okay, this is the only loan of two that magically was placed back to open status as forbearance. One, I am not in forbearance, that loan was legitimately forgiven/discharged on XX/XX/XXXX. Second, I just started to take classes online with 4 classes to go. Graduation date is XX/XX/XXXX. The only loan I would have open would be for the XXXX school year for the amount of {$12000.00} approximately and that wouldn't show up with MOHELA until in school deferment is completed and graduated in XXXX. Dealing with MOHELA has been a nightmare from the get-go. They can not seem to get their act straight and now they are bringing back phantom/discharged debt to try and collect on it. This is straight FWA and illegal on MOHELA 's part. The worst part is, instead of taking care of the obvious human error right away, they are making their clients follow up with THEM and do the leg work, calling them out and pointing out their missteps and not expediting these cases to make them right. It is a really bad way to do business and I did report FWA to the OIG/USDEd because now they are going to try and charge me interest once the COVID 19 restrictions are lifted AND report this to the credit agencies for a phantom debt. If they do not resolve this with the next two weeks, I will get a lawyer for FWA charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2023-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: After logging onto MOHELAs app today XX/XX/2023, I was requested to fill out an IDR application. Yesterday, XX/XX/2023 I had filled out an IDR application with the Federal Student Loan website. In attempting to fill out this paperwork, MOHELA requested the adjusted gross income of myself and my spouse SEPARATELY. However, as I chose on the form, I file my taxes married jointly with my spouse. This means, as should be obvious from a very common federal form, I only receive a single adjusted gross income for my spouse and myself. There is no way to provide this information, there is no explanation for how it is supposed to be filled out on MOHELAs website. When I called MOHELA customer service, it took XXXX minutes of menus to get to a live human being. When I spoke to this customer service representative they suggested that I fraudulently represent that my adjusted gross income and my spouses was the SAME, i.e. that our joint adjusted gross income was jointly double what it actually was. Upon pointing out that this would be inaccurate, I was put on hold for another 20 minutes only to have my call dropped without a call back or explanation of what I am supposed to do. After this I tried to send a electronic message to the company. Instead of accepting and sending the message, MOHELAs website erased the message and signed me out. I do not have the time in the day to deal with their incompetence on this level. MOHELA needs to make a site that works and customer service that meets the bare minimum level of competence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A