Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/24 I contacted Mohela to check on the status for a refund request I made with XXXX ( my original lender ) in XXXX and another request I made with mohela in XXXX. The representative I spoke with informed me that the XXXX department claims I did not make any payments during the COVID payment pause. They wont let me speak with this department. I offered to provide documentation in the form of bank statements with the transactions of payments totaling {$77000.00}. He then offered to transfer me to the resolutions department. After being transferred, they disconnected the call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30506
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I have recently been trying to get my renewal date updated to reflect my accurate renewal date according to the Federal Student Aid ( FSA ) website. I spoke to a call center employee who was apparently putting me on hold and corresponding with a supervisor. My initial renewal date was XX/XX/2024, but I messaged them to let them know I didn't need to renew according to the FSA site https : XXXX ( " When do I have to recertify my XXXX plan? '' ) where it says my renewal date will be pushed out a year. After some correspondence with the supervisor they said that my actual renewal date was XX/XX/2024, conveniently, a few days after the cutoff for pushing the renewal date out, which is XX/XX/2024. Additionally, " XXXX '' page on the FSA site says " On an income-driven repayment plan, you usually have to update your income every year ( recertification ). Because of the COVID-19 payment pause, you dont have to update us yet. '' So, according to the FSA, I also do not need to recertify yet. I fear that they are trying to mislead me into recertifying early, which I have read online is happening to a lot of people. It also seems like they're misleading me because they said my recertification is on XX/XX/2024. Which is 1 day after my next payment, and they already increased my payment amount from my IDR amount to the 10-year amount for my payment due on XX/XX/2024. That makes no sense, if my recertification date was XX/XX/2024, then my payment wouldn't change until after that. I have messaged them 3 times ( once on XX/XX/2024 and twice on XX/XX/2024 ), I had to call them, and they said a supervisor would call me back. I did this on XX/XX/2024, but they did not call me back. I will call again tomorrow. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My account was automatically placed on forbearance. Payments made were applied to principal. After restarting Payments I have been on time making payments to my loans but it keeps showing past due. I have been sending emails regarding this issue but no reply and unable to get anyone on the phone for assistance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2024-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Someone enrolled in XXXX XXXX XXXX in my name without my permission. On XX/XX/2022 this person took out XXXX financial aid loans through Mohela in my name. XXXX for {$3500.00} and XXXX for {$6100.00}. I contacted Mohela and notified them it wasn't me. I asked them what I should do. They had me contact the school, file a police report, send a few signatures, send XXXX forms of ID, and my current adress lease. I complied with them and a few months later I got a letter from them. The letter said that they thought I was the person that took out the loan. I've lived in north Georgia for almost XXXX years. I didn't take out the loan, and would like for them to see that it wasn't me who took them out
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30705
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In early XX/XX/XXXXXXXX I checked the status of my loans, which I do at least monthly and discovered that a paid off loan ( # XXXX ) had reappeared as active and at its original loan amount. Additionally, my two remaining accurate active loans ( # XXXX ) ballooned up in the amount owed. Looking further, the ballooned loan totals were because MOHELA removed my XXXX electronic transfer payments from between XX/XX/XXXX and XX/XX/XXXX. These payments were visible in the MOHELA loan app the week prior. I contacted MOHELA on XX/XX/XXXX. They found my payments deep in their system and confirmed that although the payments were received and processed the credit was not applied to my account anymore ( causing the ballooned loan totals for the accurate-active two loans [ XXXX ] ). MOHELA also confirmed that their system shows complete pay off of the erroneously active loan ( # XXXX ), despite it being active and requirement payment again. They sent me a copy of the payoff letter for loan XXXX, as well as a few other previously paid off loans. On XX/XX/XXXX a resolutions rep looked at the XXXX XXXX XXXX XXXX XXXX and confirmed that MOHELA failed to notify the system of my loan payments in full. Therefore the national system is also not accurate. Since my initial call MOHELA has put erroneous loan ( # XXXX ) and accurate active loans ( # XXXX ) in payment ( federal injunction should have placed the accurate active loans on forbearance and the erroneous loan shouldn't exist ). Therefore, I am accruing interest and requiring payment on falsely inflated loan totals and I'm being forced to pay ( or be delinquent ) on a loan I paid off long ago. MOHELA is effectively stealing from me and risking negative affects to my credit and taxes. I've spoke to MOHELA on XXXX XXXX XXXX XXXX XXXX and XX/XX/XXXX without resolution. They continue to tell me 7-14 days for full resolution without results. I've waited over 8 hours on hold during these times, costing me at my full-time employment. I would like to receive an accurate pay off total for the two accurately active loans and proof of full payment on all other loans. Additionally, I would like MOHELA to confirm that they have notified the National Student Loan Data System of my payment fulfillment and that they have notified my major credit bureaus of my fulfillment and loan closures. MOHELA 's negligence ( or worse ) in handling my loans is financially costing me directly in payments and potentially costing me through the negative affects of the impacts to my credit score and taxes. I've attempted to provide the information and reminders to MOHELA for them to remedy the issues and they fail to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84062
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I already have one complaint filed. My loans were changed from XXXX XXXX to Mohela in XXXX. With XXXX XXXX I was approved for a XXXX dollar payment for 12 months on the save plan. When I got moved over to Mohela they changed my payment to XXXX dollars. After numerous attempts of calling to get to a supervisor, I finally was told to upload my letter of approval and that they would fix it. I called again on XX/XX/XXXX to check on the status and was told by a rep that If I reapply he can fix it that day. I say great I give them all my tax information that they needed and he said I was approved for the save plan with a XXXX dollar payment. I was told this will take time for processing and to watch to make sure its processed before my forbearance runs out. I get an email on XX/XX/XXXX that my IDR was approved. I login to pull up letter and the payment shows XXXX dollars instead of the zero I was told it would be by the supervisor I spoke with in XXXX and the representative I spoke with in XXXX. With XXXX XXXX it was XXXX a month based off my same tax info and I had two billing cycles. Before I was switched to mohela and the payment amount was the correct XXXX a month. I have been running in circles with mohela for months now trying to get this fixed and they are not taking care of their errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: With student loan repayments starting back at the end of XXXX, income driven repayment restarted. My income driven repayment date is XX/XX/XXXX, however this falls within 6 months of payments restarting and should be ( per federal government guidance ) pushed back 1 year to XX/XX/XXXX. I emailed Mohela about this correction > 1 month ago without a response ( other than an automatically generated email promising a response within a few business days. I called them about 2 weeks ago and informed by the customer service representative that I was correct and the date should be updated within about 1 week. We are now 2 weeks later and no update. I am concerned that my payments will increase dramatically within the next month if this issue is not addressed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72404
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I sent multiple complaints including on XX/XX/23, XX/XX/23, XX/XX/23. I have approximately {$170000.00} in one loan, and {$43000.00}, {$40000.00}, {$47000.00}, and {$47000.00} in 4 other loans. I have requested consolidation back in XX/XX/23 and then again more recently on XX/XX/23. The incompetence of Mohela has resulted in me missing 6-7 PSLF payments , with more to come, as I only have 1 PSLF payment counting towards my {$170000.00} loan that is reflected on the Mohela website. My full ( approx ) {$340000.00} in loans are still not reflected on Mohela, and my monthly payments have not been counting towards PSLF. This quite frankly is costing me thousands of dollars and time. My tax document from Mohela reflects {$14000.00} in " student loan interest received by lender '' yet none of my payments are going towards the SAVE plan. This is beyond frustrating and no doubt illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2024-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is related to closed complaint # XXXX. On XX/XX/XXXX, MOHELA responded that they " reviewed the Consumer Financial Protection Bureau ( CFPB ) complaint, regarding the processing of your request for a refund of payments made within the XXXX administrative forbearance period. As of this writing, our records indicate that MOHELA is further reviewing your account to determine the appropriate amount to be refunded for additional payments made during the XXXX period. We are working diligently to facilitate this process within the coming days. '' I submitted the following information to MOHELA on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX amount back to my student loan balance, MOHELA has not provided any updated details on my refund request besides responding to my XXXX complaint on XX/XX/XXXX that they submitted the refund request to Treasury on XX/XX/XXXX. Why was this information not provided in response to my CFPB complaint? If they submitted the request 5 months ago, why are they still determining the refund amount? Since XX/XX/XXXX, I have repeatedly requested a financial transaction history from MOHELA but they have not been able to provide any transactions before my loans transferred to MOHELA. Because there is no place on the MOHELA website to provide this information, I am opening a new complaint so I can submit the only available documentation I have to try and resolve this issue. For each payment, I have submitted a redacted copy of my bank statements which show evidence of my payments for the exact amounts that I requested refunds for 8 months ago. I also have attached an account summary still available on XXXX. I am no longer able to access my XXXX account online.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30071
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-04
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I submitted an Income Driven Request form on XX/XX/23 FOLLOWING failure to provide a billing statement on time with MOHELA. They placed me in the forbearance. Since then, my payments have resumed and they continue to process my IDR request. Ive reached out for an update with no update. They continue to provide misleading billing statements, giving me one number and then 2 weeks later sending me another, and then telling me my payments are overdue when Ive paid the original number. I still do not have a clear payment amount due to them still not processing my income driven repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2024-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A