Date Received: 2023-07-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Problem : On XX/XX/2023 I reviewed my loan balances on the MOHELA website. The website stated I had {$6300.00} in interest on my account that accrued during the COVID-19 0 % interest payment pause. Action taken : On XX/XX/2023 I called the main customer service number and communicated the problem to a service representative. He spoke with his mentor and his mentor stated the interest amount was correct, that this was interest that I owed that had accrued on my loans. I stated that 3 of the loans had been paid in full during the pandemic. The payments I made were reimbursed to me ( per my request ) and only totaled the principal balance of those 3 loans. Since this all occurred during a 0 % interest period, there would be no mechanism for the balance to have accrued interest. I asked for my call to be escalated. The service representative escalated my call to the Resolutions Department. I told the representative of the Resolutions Department that I had loans that accrued interest during the 0 % interest payment pause. The Resolutions Department representative stated my loans should not have accrued interest during this period and said the error would be corrected. The representative did not ask for any additional details. I asked if MOHELA would review my entire account to assess for incorrectly applied interest. The representative said yes. She said it would take 5-7 business days. As of XX/XX/2023 the {$6300.00} in interest accrued during the COVID-19 0 % interest payment pause remains on my account. These are my loans and the amount of interest added during the 0 % interest period : Loan 1 Dispersed : XXXX Principal Balance : {$6400.00} Interest : {$100.00} Loan 2 Dispersed : XXXX Principal Balance : {$13000.00} Interest : {$210.00} Loan 3 Dispersed : XXXX Principal Balance : {$20000.00} Interest : {$0.00} Loan 4 Dispersed : XXXX Principal Balance : {$15000.00} Interest : {$0.00} Loan 5 Dispersed : XXXX Principal Balance : {$5100.00} Interest : {$0.00} Loan 6 Dispersed : XXXX Principal Balance : {$3100.00} Interest : {$0.00} Loan 7 Dispersed : XXXX Principal Balance : {$6800.00} Interest : {$1200.00} Loan 8 Dispersed : XXXX Principal Balance : {$19000.00} Interest : {$3600.00} Loan 9 Dispersed : XXXX Principal Balance : {$6800.00} Interest : {$1200.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX, I was accepted at XXXX XXXX XXXX XXXX XXXX. I was offered the Federally Insurance Student Loan from XXXX XXXX Bank ( my grandparent 's bank ). XX/XX/XXXX, the bank disbursed to XXXX XXXX XXXX XXXX XXXX {$1500.00} for my tuition and fees which was to cover the year XXXX. The bank disbursed again in XX/XX/XXXX, to the XXXX XXXX XXXX XXXX XXXX {$1500.00} for the XXXX school year. No other student loan moneys were disbursed. I left the university XX/XX/XXXX. Then after 11 years, I was accepted to a graduate institution : The XXXX XXXX XXXX, in XXXXXXXX XXXX XX/XX/XXXX. The XXXX XXXX XXXX XXXX disbursed {$5000.00} for my first year of graduate studies XXXX. Then again, the XXXX XXXX XXXX XXXX disbursed {$2800.00} for the XXXX. Then again the XXXX disbursed {$5000.00} to cover my tuition and fees for the third and final year of graduate studies XXXX. XXXX provides grants and scholarships, but the moneys are billed to me under XXXX ( XXXX XXXX ). XXXX XXXX XXXX XXXX, and now MOHELA XXXX XXXX Servicer are the most recent servicers overseeing the 37 years to up to 53 years student loan misrepresentations which started back in XXXX. The servicers down through the years have misrepresented their forgiveness and repayment options. I taught Adult Education in XXXX which should have made me eligible for Public Service Loan Forgiveness ( PSLF ). I served in the United States XXXX XXXX and recommended to the XXXX XXXX XXXX This should have made my eligibility for Public Service Loan Forgiveness ( XXXX ) available. And see the attached PSFL application I am a Knight of XXXX former employee Field Agent and this too, makes my eligibility for Public Service Loan Forgiveness ( PSLF ) available. To say I must pay back {$100000.00} by the year XXXX when I only borrowed about {$15000.00} - {$18000.00}. This is engaging in deceptive acts and practices and it has harmed me the student loan borrower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08757
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the temporary PSLF waiver and my loan was transferred to Mohela. I received a letter in XX/XX/XXXX that my loan was forgiven. I also received a refund in XX/XX/XXXX for one payment ; however, I was owed a refund for a total of 9 overpayments and not just one. I have contacted Mohela 8 times since XX/XX/XXXX to inquire about the additional refund. Please see below for dates contacted, agents I spoke with, times of phone calls, and notes from call. I have spent a minimum of 12 hours on the phone with an agent or on hold, with numerous calls being disconnected. Although agents inquire if they can call you back if the call is disconnected, I have never received a return phone call. In the twelve hours on the phone, I have lost almost two days of paid work. My case is still not resolved. 1 ) XX/XX/XXXX and spoke with XXXX at XXXX Central Time - XXXX confirmed the loan discharge date. Per XXXXXXXX XXXX instructions, I uploaded screenshots of my overpayments to my Mohela account. I was informed my case would take two weeks to resolve. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central TimXXXX XXXX XXXX confirmed my XX/XX/XXXX phone call and stated my case was currently being dealt with and that it would take another 5-7 business days to resolve. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and could not locate any information on the status of the additional refund. He stated that Mohela was " backed up '' and my case had not been assigned to an agent. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central time - confirmed previous phone calls and got permission from Assist to transfer me to Escalation. After a 60-minute wait time, Escalation never answer the phone. The total length of this phone call was 85 minutes with no resolution. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time XXXX XXXX, who was in training, confirmed previous phone calls. She received permission from Assist to transfer me to Escalation. After a 51-minute wait time, my call was disconnected. The total length of this phone call was 95 minutes. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX offered to check on wait time for Escalation, and returned stating it was two hours. She recommended I call first thing in the morning when Mohela opened on XXXX XXXX to avoid a wait time. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX confirmed previous phone calls and got permission from Assist to transfer me to Escalation. An agent from Escalation picked up almost immediately. XXXX ) XX/XX/XXXX, spoke with XXXX starting at XXXX Central Time. - XXXX from Escalation took information about my case. After a lengthy process and much hold time, she confirmed my overpayments. XXXX was supposed to enter a request for a refund into the system, and our call was disconnected at XXXX Central Time. Although she had inquired if she could return my phone call in case of being disconnected, I received no return phone call. The total length of time for the conversation with XXXX was approximately 90 minutes. XXXX ) XX/XX/XXXX, spoke with XXXX at XXXX Central Time - XXXX was in training. She received permission from Assist to transfer me to Escalation. At the time of writing this complaint, I have been on hold form 40 minutes and no one from Escalation is answering. The total time of the phone call has thus far been 60 minutes, and still with no resolution. After 3 months, 12 hours on the phone with various Mohela agents, and misinform ation from different Mohela agents regarding whether my case was assigned to agent and time to resolution, my case is not resolved and it appears I am still owed a rather hefty refund. I can not help but think this is by design to discourage student loan borrowers from seeking full refunds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85048
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: ( 1 ) I am currently employed by a qualifying employer. I am part of PSLF program and submitted an application in XXXX for forgiveness. I am missing payment periods from three periods of time : XXXX through XXXX, XXXX through XXXX, and XXXX through XXXX. I have contacted the servicer multiple times via phone and mail pertaining to the missing periods with an inadequate explanation. The periods are not showing as eligible neither non-eligible. I wish to get the periods considered for eligibility. ( 2 ) Before my loans were transferred and during the Covid pause, I obtained an IDR with a repayment amount of {$87.00} monthly. I have contacted the servicer numerous times to ensure the correct repayment is showing. I have provided the servicer with my current IDR that is not due for recertification until XX/XX/XXXX. The servicer increased my payments to {$140.00} incorrectly. My payments should remain at the rate of my approved IDR in the amount of {$87.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29073
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was already enrolled in the income based repayment plan and it should have been rolled over to our new service loaner - mohela. I did not need to certify my income during the pandemic forbearance but I certified it recently Not wanting to jeopardize my payment count, nor my monthly payments tripling, I acted on it as instructed. It was only later on from My peers that I learned that I did not indeed have to do the annual recertification, and that the monthly payments I was paying when the administrative forbearance took effect should have been the same when the administrative forbearance ends XX/XX/2023. Mohela / fed loans unfortunately seems to be banking on individuals not knowing this information as they do not publicize, advertise, nor inform their customers this nearly as much as they do the fact the they " HAVE TO '' do otherwise under threats of greatly increased monthly payments. I called Mohela XX/XX/2023 to honor my past income driven payment plan before pandemic and they said they can not reverse it since I already recertified my income XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92373
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, Over a XXXX ago, I reached out to XXXX and XXXX to bring to their attention an issue with the calculation of the average interest rate on my Federal Student Loans. Unfortunately, it seems that my concerns have not been adequately addressed, leaving me without a satisfactory resolution. According to XXXX, my interest rate is stated as 5.1 %. However, my loan servicer, XXXX, has calculated my interest rate at 7.080 %, representing a significant difference of XXXX %. This disparity in interest rates can have a profound impact on both my monthly payment amount and the total interest accrued over the XXXX repayment period. To provide clarity, I have listed my loans and their respective interest rates below for your review. I am seeking your assistance in finding a resolution to this matter as it has far-reaching implications on my financial obligations and long-term plans. Below are the details of the loans : Federal unsubsidized loan : {$5600.00}, interest rate 4.29 % Federal unsubsidized loan : {$2100.00}, interest rate 5.05 % Federal unsubsidized loan : {$4700.00}, interest rate 3.76 % Federal unsubsidized loan : {$20000.00}, interest rate 6.08 % Federal unsubsidized loan : {$20000.00}, interest rate 4.30 % Federal subsidized loan : {$5500.00}, interest rate 4.29 % Federal subsidized loan : {$5500.00}, interest rate 3.76 % Federal subsidized loan : {$5500.00}, interest rate 5.05 % Graduate PLUS Loan : {$5500.00}, interest rate 7.08 % Graduate PLUS Loan : {$2600.00}, interest rate 7.08 % Graduate PLUS Loan : {$14000.00}, interest rate 5.30 % Based on the provided loan information, the calculated average interest rate is approximately 5.1 %, which is notably lower than the 7.08 % rate. The average interest rate was determined by considering the loan amounts and their corresponding interest rates, leading to an average value of ~5.1 %. Please note that this discrepancy in the calculated average interest rate indicates the importance of reviewing and reconciling the interest rates with the respective loan providers to ensure accurate and consistent information. I sincerely appreciate your attention to this issue and look forward to your guidance in resolving the discrepancy in interest rates on my Federal Student Loans. Thank you for your assistance in this important matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a Public Service Loan Forgiveness ( PSLF ) qualifier. I have worked for the same school district for 20 years, and have never missed a student loan payment. I have documentation from XXXX ( now serviced through Mohela ) of every on-time payment that I have made. I have made XXXX required for PSLF. I should have been given forgiveness when I applied XXXX years ago, but have gotten nowhere with XXXX, and now Mohela. Just yesterday, Mohela told me that I probably won't qualify because my loans, at some point kicked into deferment when I was taking classes. I continued to make payments even while I was taking classes, but Mohela says that doesn't matter, because it's indicated prior to my loans going over to them ( previously XXXX ) they can't do anything about it, and I would have to start repaying my loans in XXXX! I have spoken to XXXX different individuals over the course of XXXX years about my loans, and no one has ever told me they wouldn't be approved because I was in deferment/forbearance. The problem is... I didn't even know I was in deferment because the loan company never told me that. That was not my choice ( obviously, because I continued to make payments ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Good afternoon, I am eligible for public service loan forgiveness yet Mohela refuses to help me. They have told me that I have to wait for FSA to address my complaints/reconsideration request. I am eligible for forgiveness because my forbearances in XX/XX/XXXX and XX/XX/XXXX were administrative - I never requested forbearance and I have proof of them being administrative. XXXX always put me in forbearance during paperwork processing. I also submitted the required waiver form/reconsideration request during the waiver last year ( XX/XX/XXXX ), which made me eligible for forgiveness even though I wasn't currently employed. I have two open complaints with FSA - one from XX/XX/XXXX and another from XX/XX/XXXX. Payments are about to start and Mohela is saying I have to wait for FSA. I'm unsure how this is the only thing they can tell me, when they are about to start charging me and I still have outstanding complaints with FSA, including one from over a year ago. Any help is appreciated. Sorry if I sound frustrated. Dealing with Mohela and XXXX has been a nightmare. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28804
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: When XXXX took out my student loans I took through XXXX XXXX. I signed to pay back for a 30 year plan. I was told nobody could change that without my consent. My loans were sold to multiple different companies since. XXXX and now Mohela both changed my loan to a 10 years repayment. When I called multiple times to try to get my 30 year back the both said it was not their fault I was promised something different by XXXX XXXX and my University XXXX XXXX University when taking out the loans. They both said my only option ins income driven payments but those are still based on a 10 year pay back which I cant afford and never would have agreed to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85304
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: for years i have been battling XXXX and federal student aid about a loan discharge that i am well qualified for in more ways than one. on XX/XX/2023 i received a letter from fed student aid stating that the discharge had gone through and it would be removed from my credit within 90 days. i called them, and some rude lady told me i had to call XXXX so i did. i also sent them a copy of my approval letter. on XX/XX/2023 XXXX sent me a letter that it would be resolved within 90 days, that time expired on XX/XX/2023 on XX/XX/2023 i submitted a complaint with CFPB on XX/XX/2023 they responded with a claim that they are waiting for approval from fed student aid. i already sent that approval in XXXX ive attached all the letters... time is up, fix this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95620
Submitted Via: Web
Date Sent: 2023-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A