Date Received: 2023-05-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am applying for public service loan forgiveness. I consolidated my loans in XX/XX/2022. My pslf counts were finally updated in XX/XX/2022. I was missing counts from XXXX and XXXX. When I adressed it with Mohela, they said those times didnt count because I was in Inschool Deferment. I argued that i should of been in deferment and that I was given no other option ( i was in medical residency which should of counted ). They said they would submit a request for recount to FSA in XXXX. I have called mohela without any confirmation that a request has been sent. I sent a complaint to FSA in XXXX without a response. I contacted the FSA ombudsman in XXXX who told me to just wait. It is closing a year without a proper count. I called Mohela and they said my only complaint process is through FSA or a congressman. I am looking for resolution to my counts and the deferment issues from XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44113
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2023, I requested a refund for the President covid forbearance. I wrote a letter to MOHELA regarding my refund on my PSLF account in XX/XX/2023. The Public Service Loan Forgiveness program ( PSLF ) requires borrowers to pay XXXX payments and their loans will be forgiven. I paid XXXX payments towards my PSLF program. I am due a refund. I previously sent a refund for my payments for the President covid Forbearance periods but I did not receive the full amount. I submitted my most recent PSLF employee verification form to MOHELA on XX/XX/XXXX. My loans were forgiven in XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45224
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/XXXX, the student loan that is held by Mohela, a Direct Loan that is covered under the Pandemic Payment Pause, had {$6100.00} in interest added to the loan without any paperwork or notification. This loan is showing only {$24.00} due on the studentaid.gov website, and in all statements. I have tried calling several times and have written several times. The loan is covered by the 0 % interest during the payment pause. I was given conflicting information by the loan company when I asked why this was charged and have been told the following through their secure messaging on XX/XX/XXXX : " Dear___________, Thank you for contacting MOHELA . Our records indicate, Loan sequence XXXX is showing {$6100.00} in outstanding interest. This is after the refund of payments during the payment pause. However, the previous servicer history shows that a payment was made on XX/XX/XXXX in the amount of {$120.00}, {$24.00} went to the interest and paid it in full and {$98.00} was applied to the principle. When the refunds of the payment pause were done, the loan took on the interest as if it was not $ 0 % during the payment pause. If you have any additional questions or concerns, you may contact a supervisor on our Customer Advocacy Team at the number listed below and we will be happy to assist you. '' Mohela is clearly stating that they are somehow charging interest on the loan during the payment pause. I have called on several occasions since discovering this added to my loan. I have received no documentation and no paperwork to support this added interest. Nor has Mohela acknowledged that this is illegal and has taken any move to fix it. Call dates : XXXX spoke to XXXX id # XXXX XXXX spoke to XXXX id # XXXX I also messaged through Mohela secure messaging several times on XXXX when noticed interest added, then on XXXX, and XXXX, and XXXX. Last message states that they consider it resolved, still with no paperwork, response to investigation, or acknowledgement that interest can not be charged for loans during the payment pause. " Dear _______, Thank you for contacting MOHELA. Our records indicate, that you spoke with a supervisor on XX/XX/XXXX, regarding this matter. However, we want to make sure that all of your questions and concerns have been addressed. If you have any additional questions or concerns, you may contact a supervisor on our Customer Advocacy Team at the number listed below and we will be happy to assist you. '' Mohela refuses to address this issue and gives this standard response to all subsequent and previous inquiries. No where does it state that refunded payments, legal under the payment pause for payments made during the pandemic, change the loan interest, or occur any negative loan interest. Mohela verified this on XX/XX/XXXX when I first inquired about loan refunds, and XXXX also verified this on XXXX XXXX when I requested loan refunds to be eligible for loan forgiveness under PSLF or the BidenXXXX possible loan forgiveness. XXXX of Mohela verified this as well on XXXX when I asked on a recorded call. Moehla refuses to respond to this concern and still will not provide any paperwork. I have all documents of loan activity saved and none show interest added before XXXX. I was also never sent a letter about the interest being added, I only noticed it from logging into my account. Please see all loan documents that I have showing the loan being transferred with only {$24.00} interest in XX/XX/XXXX when I applied for PSLF and was transferred to XXXX. Then the transfer back to Mohela from XXXX, again only {$24.00} in interest. Then the loan balance once Mohela had received all the loans from XXXX and the loan refund requests. Again, only {$24.00} in interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Three times theyve confused me with someone else. The other person, who MOHELA told me the name of, has applied for Public Loan Forgiveness. That is not me, I have never done that and have no reason to. Their customer service has gone to bosses each time to try and rectify the problem as theyre not just harming me, theyre more importantly harming the person applying for the public loan forgiveness. MOHELA is incompetent. I file this complaint and will call them soon with this complaint on record to try and rectify the problem. Wading through 10 minutes of prompts on the phone, followed by 15 min of waiting, followed by 25 min of someone trying to fix THEIR problem is not how I like to spend my time. Much less doing that three times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for public loan forgiveness for working in a XXXX XXXX XXXX but Mohela, the loan servicing company says I do not qualify because I do not have 120 payments. Over 4 years ago the loan service provider changed and not because of a request I made. This was not voluntary and I even disagreed. Because of the change I only have a few years of payments with Mohela but for the life of the loan, I definitely have more than 120 if you factor in the qualifying payments I made to the previous company as well. The law for public loan forgiveness says 120 payments and does not say per loan servicing company. I would agree with Mohela if I choose to move the loan but I did not. I hope that Mohela reconsiders the decision and allow payments made to the previous loan company so I approved for the public loan forgiveness program, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87401
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Dear Consumer Financial Protection Bureau : This pertains to a complaint against MOHELA ( Official Servicer of Federal Student Aid ). I have made over XXXX consecutive student loan payments in the course of 9 years, in the amount close to {$50000.00} total. The original student loan amount handled by MOHELA was {$72000.00}. The current balance still due shows {$76000.00}. I have contacted MOHELA in an attempt to receive my account payment history since XX/XX/XXXX, and I still have not received the information I requested for as of this writing, on XX/XX/XXXX. I have already filed with the Department of Education regarding this matter, on XX/XX/XXXX. The last correspondence I received through the postal mail from MOHELA was dated XX/XX/XXXX. This correspondence did contain partial payment history that included a total of {$11000.00} in payments, ending on XX/XX/XXXX. There was no consecutive payment history from XX/XX/XXXX to XX/XX/XXXX. Assuming that there were no typos in the page designations, I only received XXXX XX/XX/XXXX and XXXX XX/XX/XXXX ( XXXX pages in total were missing from the letter ). I believe that this was a gimmick on the part of MOHELA, to purposely and constructively deny my request for a full payment history. Furthermore, there is no information pertaining to my payment history on the MOHELA 's Website, and paperless delivery to my registered e-mail account never occurred, despite the fact that I had made multiple requests. I am therefore requesting for assistance from the Consumer Financial Protection Bureau regarding this matter. I would like to receive my payment history from MOHELA, but I suspect purposeful delay, dereliction of fiduciary duties, negligence, or something worse on the part of MOHELA. All I wanted was my payment history from MOHELA, but now I can't help but to wonder if MOHELA processed my payments correctly, because my balance due did not decrease much despite all the payments I made. Furthermore, there is absolutely no information regarding my payment history on MOHELA 's Website, which raises obvious red flags. As such, I can't help but to wonder if I had to pay more for my student loans because of MOHELA 's shady business practices. Also, MOHELA has consistently failed to respond to my requests and complaints. I am therefore wondering if MOHELA failed to perform its fiduciary duties as a student loan servicer. I am also wondering if MOHELA is fraudulent, in one way or another. Although I understand the workload and the potential backlog at the Consumer Financial Protection Bureau, I have little choice but to make this request. Thank you very much for addressing my concerns, and have a wonderful day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22033
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I've read on more than one occasion that while the pause is in effect, all payments would be applied to the principal balance, so I kept making payments believing those payments would decrease my loan balance only to find out that my balance wasn't shrinking as MOHELA applied those payments to the interest of the highest loans, and not to the principal as I was led to believe or interpret! I sent MOHELA a letter in XX/XX/2022, which I have attached as well as their response, and a copy of the statement on their website about how any money is applied to the various loans held. I am totally confused as to how MOHELA is able to not apply my payments to the principal balance if I'm reading online that if borrowers continued to pay through the pause, all payments would go towards the principal??? I'm totally confused about if my payments should be going to the principal balance or not? I stopped paying my loans because the interest will start again, and I'd be right back where I started with paying an amount, and it's not going towards the balance but only the interest. I'm sure others have complained about the interest, but I'm only interested in understanding paying while the pause in in effect, and those payments not going towards the principal? Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55407
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have called or chatted ( on the Mohela website chat feature ) with Mohela on numerous occasions regarding my payment tracker. There have been various issues but currently, and for the past few months, the issue is that my payment count is missing almost three years of payments. I keep asking them about these missing years and they keep telling me they can not check the status and that I need to wait 90 business days. Every time I speak or chat online they say wait 90 business days. It's well past 90 business days and almost three years are still missing from my payment trackers. The time that is missing is XX/XX/XXXX to XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I started working non profit and have verified employments since XX/XX/XXXX. My agreement should be finished XX/XX/XXXX. Mohela and student XXXX XXXX stated they will not be able to tell me until XX/XX/XXXX. This is XXXX months past my ten year agreement. The limited waiver passed by congress and senate is being ignored by Mohela and XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40741
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2023, MOHELA fully discharged my loans that were transferred to them by XXXX in XX/XX/2023. Unfortunately, MOHELA has not updated the credit reporting agencies with this information. The balance and date closed fields have not been updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20903
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A