Date Received: 2023-08-17
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: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2023-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have nearly {$200000.00} in federal student loans from my medical school education. My loan servicer was initially XXXX. I started repayment in 2014 after graduation from medical school. When my loan servicer was changed to Mohela, my repayment history ( 7-8 years! ) from XXXX was not carried over. Ive called and messaged Mohela repeatedly regarding this- they've sent me documents via email and USPS that they say are my repayment history but are very clearly NOT my loan documents ( ie another customers name on the document, the date of repayment before 2014, loan total amount {$7000.00} ). No one can seem to track down my repayment history. As I am now nearing PSLF ( I qualify! ) it is critical that my repayment history is accurate and accounted for in Mohela- we are talking about a nearly XXXX XXXX mistake if not! I have planned my career around PSLF- taking jobs at public university to ensure my eligibility for loan forgiveness, rather than taking potentially more lucrative work in private practice. This must be corrected, and urgently. Mohela has been of absolutely no help. I've attached a document sent to me that is NOT my loan repayment history
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94132
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Account balance is XXXX or {$0.00}. Credit reporting needs to be updated to reflect this amount as PAID IN FULL or XXXX BALANCE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2023-08-17
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: This complaint is about the misinformation given by and the extent to which Mohela has bungled my application for PSLF for the past 1-1.5 years. I submitted the complete application and had already ( as per their insistence ) consolidated and signed up for a IDR plan in XX/XX/XXXX. Because of the pandemic my employer ( federal agency ) could not sign the employment certification so as per Mohela 's instruction I submitted to them my W2s for the relevant period in XX/XX/XXXX. Thereafter, under the " Documents Received '' tab documents I sent showed the following dates : my PSLF application ( XX/XX/XXXX ), XXXX XXXX ( XX/XX/XXXX ),. Also, " PSLF '' showed " Forwarded to XXXX XXXX '' dated XX/XX/XXXX. I called periodically for a status update and was eventually asked if I had access to the " Form Status '' tab, which I did not, and was told that it should have been there, someone on their end did not do what they were supposed to, and a request for me to have access to that tab would be " expedited ''. When I did get access to the Form Status Tab it said that my application had been received and was in process XX/XX/XXXX, to allow 90 business days to process and a notice would be sent upon completion. In XX/XX/XXXX it said my application had been processed and a notice had been sent and to allow 7-10 business days for the notice to be received. I waited through the holidays and called Mohela in XX/XX/XXXX. A Mohela representative told me that Mohela was not processing applications due to the legal challenge so I had to wait until that concluded. This turned out to be untrue. After the Supreme Court rendered its decision I called Mohela to inquire when I would receive the notice. I was told that Mohela did not stop processing PSLF applications during the legal challenge and that in order to proceed I would need to apply for a IDR with the representative over the phone. I objected because I had already submitted a IDR over a year prior online on the studentaid.gov website. His response was the rules had changed and in order to address my questions/situation I had to submit a IDR with him. After that was done, he said that nothing had been done with my application and I needed to go through the whole process a second time ( apologizing profusely ). He also said that my XXXX2s had not been submitted, which I disputed because the Documents Received tab said otherwise by over a year. As a result, it seems my application has been resubmitted for processing ( again ) with instructions to wait another 90 business days and I face the prospect of making payments on student loans that should have been forgiven a year ago. I expressed this to the representative and his response was that the payments I made would be refunded. In light of how Mohela has bungled my application I do not trust them to make refunds of any payments I make going forward. Also, Mohela assures that any benefits of the TEPSLF will iner to me because my application was submitted prior to XX/XX/XXXX but I do not believe them because now they are saying that my application was sent to XXXX for processing in XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have contacted Mohela numerous times to ask specific questions regarding my loans. Eight months ago I inquired about how many verifiable PSLF payment counts did I have. I followed all protocols by submitting all requested documents, including certifying that I continue to work for a not for profit company. These qualifying payments are important because they move me closer to loan forgiveness. In over eight months, my qualifying loan information has not been fully updated. I was told that the information would be updated in ninety days. It was not. I was then told I needed to recertify my employment a second time. I did this. I was told that my qualifying payment information would be updated in three days. It was not. I was told that Mohela was awaiting the Department of Education to give the green light to update my information. Today I was told to recertify my employment again before my qualifying loan payment information could be updated. I explained to the representative that the number of qualifying loan payments listed were there when I last recertified my employment the last time. I was also told today that if the loan payment count isn't updated by the time I must resume loan payments, which is in XXXX, that I would receive a refund if owed one. Mohela seems to be waiting for my loan payment date to arrive without updating the number of loan payments I have made that would move me toward loan forgiveness. In more than eight months, I believe my loan payment count should have been updated. Mohela has been giving me conflicting information for over eight months. I would like to know how many qualifying loan payments I have made. I would like to know how close I am to loan forgiveness before my loan repayment period resumes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2023-08-16
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: Trouble with how payments are being handled
Consumer Complaint: As of XX/XX/XXXX, my student loan account repayment plan and payment amount have not been displayed accurately on my account and instead display the monthly payment for the 10-year standard repayment plan. Due to the CARES Act, and according to information provided by the U.S. Department of Education on the fsa.gov website, income recertification for income-based repayment is not required and can not be required by loan servicers any date before 6 months after the end of the student loan payment pause. The earliest recertification for any direct federal loans based on this information, and as it is posted on the StudentAid.Gov website, would be on or after XX/XX/XXXX. Since my initial IBR income recertification date was scheduled for XX/XX/XXXX, this date should have been pushed by 12 months automatically and then based on the current scheduled end of the student loan pause, by another 12 months to reflect a date of XX/XX/XXXX. This would entail the same monthly payment requirement as was determined by my IDR application in the amount of {$170.00} starting on XX/XX/XXXX. I called MOHELA 's customer service line at XXXX XXXX XXXX on XX/XX/XXXX to request the above change in my recertification date and correction of my monthly payment amount. Initially, the customer service represented misquoted information and incorrectly stated that I must recertify my income to get back on the PAYE repayment plan. I insisted that this was incorrect and that I would not be required to recertify my income until at the earliest 6 months after the end of the payment pause, and for me that date would be XX/XX/XXXX. The customer service representative continued to claim I was incorrect and I refused to accept the misinformation. I requested a supervisor to be involved and take care of the issue. She contacted a supervisor and relayed the exact same message back to me. I refused again, quoting the Federal Student Aid website information regarding the CARES Act requirements. The representative then requested assistance from another first line supervisor. After this consult, she did acknowledge that she previously quoted incorrect information to me and said they would initiate the request to adjust my recertification date and this should be processed in 3-5 business days. I checked my MOHELA student loan account on XX/XX/XXXX and saw that it still reflected the incorrect 10-year standard monthly payment amount. I called the MOHELA customer service line a second time on XX/XX/XXXX at XXXX XXXX XXXX I requested that the customer service representative acknowledge that I called initially on XX/XX/XXXX for this same issue. She reviewed to notes in my file and also acknowledged that she was in training and had a supervisor listening in on the call. I requested an update on the status of the account correction and the customer service representative reached out to a technical services technician. She relayed that the status of the change was in process and that the request was in my file. Initially she could not tell me the anticipated processing time for the change. I was placed on hold again after requesting that she provide that information to me. I then was told that the process should take 3-5 business days from the initial request ( XX/XX/XXXX ) but at this time they were only able to provide assurance that it would process before the first payment would be due ( XX/XX/XXXX ). I have returned to my online account multiple times, and the account has yet to be adjusted to the correct payment amount and the correct IDR recertification date. Due to the insufficient processing times and initial refusal of compliance with the CARES Act student loan regulations, MOHELA is not in compliance with the federal laws in place for student loan borrowers on income driven repayment plans. This issue must be rectified before the start of student loan interest accrual and restart of payments on XX/XX/XXXX because some borrowers may elect to make a payment in XX/XX/XXXX as it remains unclear whether an administrative forbearance will be applied during this month, which may not qualify for PSLF or 20-year forgiveness for applicable IDR plans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80526
Submitted Via: Web
Date Sent: 2023-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was notified I was eligible for loan forgiveness in XXXX. My loans have been in repayment for 30 years. I called Mohela at XXXX on XX/XX/XXXX. I spoke to a trainee who told me I was not eligible for any forgiveness and then was transferred to XXXX who identified as a Supervisor in the customer support area. I asked her if I should consolidate the two smaller loans into the larger. She said I should. I then told her I needed to opt out of the IDR adjustment until the consolidation completed. She said I did not need to do that. She said that no forgiveness would occur before the end of the year and consolidation would be done. I told her I was supposed to be forgiven in XXXX and needed to opt out. She refused and told me to consolidate. She would not let me opt out. I started loan consolidation. On XX/XX/XXXX, after hearing from other borrowers that I must opt out, I reached out to XXXX ( no response ), CFPB ( sent complaint to Mohela, no response ), Mohela via messaging ( responded with form letter and link to FSA and didnt answer question ), DOE ombudsman ( no response ), XXXX XXXX XXXX services ( no response from people they contacted ), XXXX ( Mohela wont respond to them ) and TISLA ( no response from Mohela ) for guidance about opting out as I was concerned. This morning, I saw that the larger loan was forgiven on Mohelas website. But they added the interest from the larger loan to the two the smaller ones that are in the process of consolidation. A balance of about $ XXXX has ballooned to overnight $ XXXX, and most of that is interest on a now-forgiven loan. I called Mohela at XXXX. XXXX told me that the loan consolidation process had started and interest was transferred, and Id just have to pay it. She transferred me to XXXX XXXX XXXX? ). She says these things : - The loans are not finished being forgiven and maybe the interest wont be there in 10 days. - I only owe $ XXXX. - Theres no such thing as opting out. Forgiveness happens when it happens. - Did I want to stop the loan consolidation? She didnt know what that would do or if it would reset a clock to day XXXX now. So I dont know. - Did I want to stop the IDR adjustment? Also did not know impact of that but balance would return. She has no idea if I would get another chance. - I have no recourse for following XXXX bad advice but to pay my loans. Theres no process for complaints or recourse or accountability. XXXX wont even be reprimanded. The call ended at XXXX, and I told her to do nothing right now because she obviously didnt know what she was doing. I followed the advice of XXXX the Mohela Supervisor to the letter. Im now in debt for $ XXXX on two loans totaling $ XXXX, when I started consolidation and was refused the opportunity to opt out by my servicer so that all loans would be forgiven. I have spent years being directed into forbearance and into deferment and into IDR and so on. Theres no accountability. Theres no recourse for bad advice. This was my ONE chance. And its gone. Mohela has no process to correct to this and does not care. This feels like a deliberate attempt to raise my balance and keep me indebted for far longer than I deserve. Please help me. Ive done everything I can do. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32043
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to file a formal complaint against the Missouri Higher Education Loan Authority ( MOHELA ), alleging a violation of the Family Educational Rights and Privacy Act ( XXXX ), specifically under 20 U.S.C. 1232g ( B ). I am concerned that MOHELA may have breached the privacy rights afforded to students and their families under XXXX by disclosing personally identifiable information without proper consent. As outlined in XXXX XXXX. XXXX ( B ), educational institutions and associated entities are required to obtain written consent before disclosing personally identifiable information from student education records. I believe that MOHELA 's actions may have included unauthorized disclosure of information, which potentially violates the privacy protections outlined in 20 U.S.C. 1232g ( B ). This matter is of great concern, as it pertains to the privacy and security of sensitive educational and personal information. I kindly request that the Consumer Financial Protection Bureau thoroughly investigate this alleged violation by MOHELA. If the investigation confirms that MOHELA has indeed violated the law, I urge the Bureau to take appropriate actions to ensure compliance and protect the rights of students and their families.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My Direct loans ( I have many from many schools ) were transferred to MOHELA. I left my latest school XXXX XXXX XXXX and applied to start paying my loans off immediately. I applied for a new income-based payment plan through the federal aid website and was approved through Federal Aid that also transferred the required IRS information . However, after applying twice, MOHELA denied my payment plan. The only way to contact them ( no email or forms ) is through a phone number. I got two email rejections. My current plan is asking me to pay over {$3000.00} per month. I can not. When I called today, on XX/XX/XXXX, the customer service representative was not helpful at all. She said that I was denied because I need yearly tax returns for each year I was in a income-driven repayment plan! My first graduate loan was in XXXX. I would have to give them 23 years of tax returns. When I noted this, she said, " yep. '' I then said that does not make sense. The requirement from Federal Aid is that I need last year 's income tax to determine my future payment? Why would I need 23 years of tax returns? I owe a lot of debt and am trying to pay it, but MOHELA puts almost nothing in writing, just a note that my application was rejected, but there are no details until we call. This makes no sense. I had these loans all my life. No servicer ever asked for years of returns. They ask for last year. Even mortgage companies never ask for more than one or two. I don't have that information, and the IRS only goes back to XXXX. Many years, I was in forbearance or deferment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21012
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I submitted a Public Service Loan Forgiveness ( PSLF ) application ( Exhibit A ) to be considered for loan forgiveness under the Limited PSLF Waiver Program. On XX/XX/XXXX, MOHELA sent me a letter ( Exhibit C ) via mail stating that my PSLF application was missing information including 1 ) missing physical signature on the PSLF application, which is inaccurate as I physically signed all required forms, and 2 ) employer certified dates in Section 3 were wrong because the employment end date is before the employment begin date which is also inaccurate since I am a current employee at XXXX XXXX XXXX. Please see the original application I submitted for the required correct information. The employer form is accurate and was filled out correctly by XXXX XXXX XXXX XXXX XXXX. In XX/XX/XXXX, I sent a letter to MOHELA via certified mail asking for the status of my student loan forgiveness. MOHELA did not respond to my request. I believe I have met all eligibility requirements for student loan forgiveness under the Limited Public Service Loan Forgiveness Waiver Program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2023-08-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A