Date Received: 2023-07-09
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 filed a dispute concerning a student loan that has been discharged by the department of education. I have a letter to prove it as well. I have sent this letter to them multiple times through email and physically mailing and they have yet to resolve this issue. This has been ongoing since XXXX of this year. They re-investigated the dispute and all I keep getting is " updated ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have federal student loans with MOHELA. I had been placed in " in school deferment '' since I started a different program. However, I do not want to be in deferment on any of my loans. I stated this in writing to them on XX/XX/XXXX requesting to be removed from deferment indefinitely. They took me off, but then placed me back in deferment on XX/XX/XXXX. I had to request AGAIN to be removed indefinitely from deferment, which they did. However, I received a message today XX/XX/XXXX that my loans have been placed in deferment again. I have again submitted a written request to never be placed in deferment ever for any of my loans. I have followed their policies and procedures now three times to never be placed in deferment and yet they keep doing it. It needs to stop. They are not handling my loans or requests correctly, even to their own policies and procedures. They are placing undue stress and burden on me as a borrower. Please, I am begging you, their incompetence must be stopped. It is not fair for me to follow the rules, and yet they can flaunt them in the face of every borrower they service. I have done everything asked and requested, and they keep making mistakes. This significantly impacts my ability to complete 120 PSLF payments in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53213
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA increased the interest rates on my student loans. My loans were transferred from XXXX XXXX to MOHELA when I submitted the XXXX form. Starting in XX/XX/2023, I alerted MOHELA that the interest rates were higher. They never fixed it and refuse to reply in writing. They simply respond by saying that I need to call them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: XXXX XXXX in the amount of {$3000.00} MOHELA/DEPT OF ED XXXX XXXX in the amount of {$1700.00} MOHELA/Dept of ED XXXX XXXX in the amount of {$1700.00} MOHELA/Dept of ED XXXX XXXX in the amount XXXX MOHELA/DEPT ED XXXX in the amount of {$800.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I recertified my income for Public Service Loan Forgiveness with MOHELA in XX/XX/XXXX. On XX/XX/XXXX, they told me that my form had been processed, but none of my payments for XXXX have been correctly certified as qualifying. On XX/XX/XXXX, MOHELA told me via message they would review and process a correction within 14 days and that they would notify me when the correction is completed. To date, they have done nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11106
Submitted Via: Web
Date Sent: 2023-07-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been working with Mohela to apply for the PSLF program and they received my original application on XX/XX/XXXX. They did not input the EIN correctly and denied my application. I received not follow-up from them. I called to see why it was not approved and they told me what happened so the resubmitted the form on XX/XX/XXXX. I did not receive any follow-up from Mohela so I called again after the processing time they had quoted. First I was told I had to call my current loan servicer to ask them to transfer to loans to Mohela. When I called the other company they told me this was not correct so I had to call Mohela back. They looked at my account again and saw that the resubmitted form did not have an EIN this time. They resubmitted the form a third time ( XX/XX/XXXX ). I received no follow-up from them so I called again. This time my form was marked as a duplicate form in their system so again was just going to sit there with nothing happening. This time they said the problem is that my loans need to transfer to them before they can process the application. I am still at the beginning step of this process even though my initial application was submitted almost a year ago. I have been told ( although I don't even know if this is accurate at this point ) that my loans need 60-90 days to transfer and then they will start processing my application which will take 30 days. It won't be until that point that I will be able to know the number of qualifying payments I have. I am trying to determine financial decisions based on this information and in the meantime will be paying them interest while I wait for them to sort through their mistakes. It is unacceptable that this process should take over a year to complete and that I have to initiate with them so many times to correct errors on their end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95521
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is making me recertify my IDR plan ( PAYE ). The loans transferred from XXXX to Mohela 's system and they did not implement the IDR recertification extension based on FSA guidelines and the covid forbearance Cares Act. I had been previously approved for a payment of {$270.00} effective XX/XX/2020 while with my prior servicer, but upon the transfer Mohela increased my payment to {$2100.00}. They are blaming XXXX for not sending the information and asking me to reapply when they can just request for the information to be sent by XXXX. It is the servicer 's responsibility to have that information. The link for the covid forbearance and IDR recertification is below and attached to this complaint as well : XXXX Relief : Income-Driven Repayment Plans | Federal Student Aid XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX. I kept paying my XXXX student loans during the XXXX freeze. XXXX. I saw that payments made during the XXXX freeze could be reimbursed if you qualified for XXXX loan forgiveness. XXXX. I noticed that the qualifications for XXXX loan forgiveness had changed and I qualified! XXXX. Even though I had a balance of XXXX {$300.00} I applied through MOHELA for XXXX loan forgiveness. XXXX. My loans were forgiven and my already-low balance is {$0.00}. XXXX! Hooray for public service! XXXX. MOHELA says that I can't get reimbursed for my XXXX payments because XXXX loans don't qualify for reimbursement. XXXX. I contact federal student aid to verify MOHELA 's claim and they .... don't answer my question and send me back to MOHELA. XXXX. Lenders have lied to/misled borrowers before about XXXX eligibility.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29803
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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 presence of a derogatory rating on my account is deeply concerning to me. I am worried about the impact it may have on my credit, as 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 significant financial and emotional distress 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: TX
Zip: 77036
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I mailed my letter to Mohela and it was delivered. My USPS tracking number is XXXX. Their company violated my Federal protected rights. Under 15 USC 1681 I have a right to privacy. They failed to provide me with any of my privacy disclosures after I requested they send them ; before they shared my non public personal information. With non affiliated third parties. As pursuant 15 USC 6802 ( b ) Obligations with respect to disclosures of personal information-. When I spoke to the associate on the phone on XX/XX/2023 they told me that they dont have any privacy policy nor do they have any option for a consumer to opt-out of any non public personal information from being shared to non affiliates. And after being on the phone for a long XXXX mins. She then informed me that she is emailing me my notices. But after review them it became very clear that the documents they sent to me didnt correspond with the FCRA in regards to the sharing of non personal information to third parties. I went on to explain to the employee that under federal law I am suppose to be given three disclosures if their company wants to share my non public information with third parties ; none of which was provided. They have not provided me with a privacy notice that explains what type of non public personal information they collect, how they use it, and how they protect privacy. Next is my opt out notice If the company wants to share my information with third parties they must give me an opportunity to opt out of such sharing, and finally is my annual privacy notice which should be given to me annually with any changes made to the last privacy notice as well as my option to opt out of my information being shared. Below I will attach the so call privacy notice they sent me along with my letter I wrote to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A