Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My student loans have been on XXXX XXXX XXXX plans since XXXX. I have asked Mohela and the Dept of Ed numerous times to tell me where they stand under the Expanded waiver terms because I believe that they should be at or very near forgiveness under the waiver, but all I have gotten is my XXXX counts and Mohela keeps insisting that my loans only go back to XXXX, which is totally incorrect. I cant get either side to listen to me and go back to my loans origination date because all my loans are now interest making interest. I never agreed to consolidate them the first time and was unaware that they had been consolidated until last year. I am onlynaaare if my consolidation in XXXX. So, please tell me what I need to do to help you to help them audit all of my loans and their payment/status history so I can get complete credit. I have proof of them being in an XXXX XXXX and whatever else you might need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have past-due / missed payment on my account because of MOHELA mismanagement. On XX/XX/XXXX, I was informed by MOHELA via phone that my account was placed on administrative forbearance from XXXX through XX/XX/XXXX because I didnt received my XXXX billing statement 21 days prior to payment due date. I was told my first payment wont be due until XX/XX/XXXX. This message was also on my account alerts and played on recorded message whenever I called MOHELA. My MOHELA account showed that I had a payment due on XX/XX/XXXX but I never received a billing statement for that month. Meanwhile my account still show alert about forbearance mentioned above. I called about this issue on XX/XX/XXXX and XX/XX/XXXX. I was advised to ignore the due payment. On XX/XX/XXXX, the agent informed me she did not see my account displaying administrative forbearance for XXXX but she can see the same account alert I receive. The agent told she placed an expedited request to have this issue fix and the XX/XX/XXXX payment due would be retroactively remove by XX/XX/XXXX. I called again on XX/XX/XXXX regarding overdue payment and was told itll take XXXX business days for administrative forbearance to show for my XXXX and overdue payment be removed. On XX/XX/XXXX, I also received an email from MOHELA, informing for the first time that Please note, your forbearance may not go through the end of XXXX if there were other changes that have occurred on your account. This could be a result of activities such as application processing, your request to have the forbearance removed, or other actions. Please closely review your billing statements and notifications for your latest account status. This is the first time learning about this. I had requested my SAVE amount recalculated in XXXX, which was completed in XX/XX/XXXX. I called again on XX/XX/XXXX and am now told the request placed on XX/XX/XXXX could take 7-10 business days. Today is at least 10 business days from XX/XX/XXXX and the issue is still not resolved. I tried calling today to speak to supervisor but received automated message saying I would receive a call back but I never did. I made a payment yesterday for my overdue XX/XX/XXXX bill and am making another payment tomorrow for XX/XX/XXXX bill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91801
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was led to believe that I would receive loan forgiveness after 10 years of payments and 10years of XXXX XXXX. I worked in XXXX XXXX for more than 25 years before I retired at age XXXX. I received only 7 years of work credit. I'm now told I don't qualify for forgiveness because I have to be actively employed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Loan service company MOHELA sent an email regarding my XX/XX/XXXX billing statement on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have been working in public service for the Federal Government since XX/XX/XXXX. I initially served at the Social Security Administration ( SSA ) and later embarked on a near decade-long career at the United States Department of Labor ( DOL ). In XXXX of XXXX, I submitted two Public Service Loan Forgiveness ( PSLF ) forms -- one on XX/XX/XXXX for my tenure at DOL and another on XX/XX/XXXX for my service at SSA. Regrettably, the form for XX/XX/XXXX has been erroneously marked as a duplicate, despite being intended for my previous employer. Despite multiple attempts to correct this issue through phone calls and written messages, the problem continues. I uploaded the PSLF form and W-2 's for XXXX and XXXX from XXXX again XXXX XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. On several occasions I was informed that they would " put in a rework '' for the PSLF form that was incorrectly labeled. To date, my PSLF form for SSA has not been reviewed again. I am writing to request your intervention in addressing this matter and ensuring a prompt resolution. The misclassification of the form as a duplicate has negatively impacted my PSLF application, raising concerns about my eligibility and payment count. If reviewed correctly, my payment count will be XXXX of XXXX, which will help me to have XXXX of my XXXX loans forgiven. I was initially advised 30 days, then advised 60 days and now it is apparently 90 days. There has not been any representative who has been able to rectify the issue. I need MOHELA to review and rework my PSLF form for my previous employer, SSA covering eligible periods of XX/XX/XXXX to XX/XX/XXXX. Several of my previous messages have gone unaddressed and unanswered. Any help would be greatly appreciated. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11429
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Months ago, I called Mohela to ask that my payment due date be changed to the XXXX of the month. It was formerly the XXXX. On XX/XX/XXXX, I received a written message from Mohela saying that I was approved for a " new '' IDR plan that would take effect XX/XX/XXXX. My payment amount was higher with this new plan. I was on PAYE before, and PAYE now. This makes no sense as I did not apply for a new plan, and I did not re-certify my income. I did nothing to trigger this letter or payment change. Furthermore, the effective date of the plan change is XX/XX/XXXX, but they are charging me the increased amount effective now. I called Mohela customer service on XX/XX/XXXX for an explanation. They are claiming that merely changing my due date allows them to obtain and update my income. They claim this policy was in the " fine print '' when you apply for an IDR plan initially. I can not find evidence of Mohela 's claim anywhere. Regulations clearly show that you can change your payment due date without triggering a payment increase or change in IDR plan. My best guess is that they applied for PAYE with new income info, when I was already on PAYE. I absolutely did not authorize this change in any way. Their phone recordings will clearly show this. I made a very specific request to change my due date. That is it. Now, I am stuck with a higher payment amount through no fault of my own. To make matters worse, the new higher payment starts XX/XX/XXXX, but the payment increase reflected on my account immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In XX/XX/XXXX, I received a letter from the student loan servicer Mohela that my student loan was discharged. In XX/XX/XXXX I notified them to ask why the loan discharge had not been reported to the credit reporting agencies. They advised me verbally over the phone that they didn't know when or if this would be done. I was told to simply provide the discharge letter when applying for credit and this should be sufficient. Two times I've been told until ot is showing paid that o would not be considered for credit with them. The mohela representative even told me they didn't know how to deal with credit bureaus. This seemed as if they would not make any effort to report the loan paid in full!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04401
Submitted Via: Web
Date Sent: 2024-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Trying to make a payment but my password keeps getting dumped, I can not contact Mohela, They never inform me of what is going on- I have to rely on the news. This is nonsense. i get sent malicious links to reset my password, and if it isn't malicious, it's no good. how do I make a payment if their system doesn't work?
Company Response:
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX //www.mohela.com/ calls and leaves threatening voice mails. my account has auto-debit on, but they insist I owe a balance ; however, when contacting them ( I have to wait an hour until after they close ), they are unable to confirm, deny, nor provide any information to me ; but that i can reference the site which then states a {$0.00} balance. their refusal to re-send documents lost by USPS, as well as, their inability to take responsibility and give me the amount I owe and the monthly amount is dangerously faulty. they also have auto-debit authorization, which allows them to take the funds directly ( there is more than 40 % over the amount it shows i owe, this is a fault of their system ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I made a payment in XXXX on time, then my account was placed on forbearance ( with no notice given to me until XXXX ) that was back dated for XX/XX/XXXX. I later received a notice that any payments made during that period would be applied to future payments, such as in XXXX. I believed this to mean that my XXXX payment was covered, so I did not pay. I have now received notice that my account is delinquent, and I have tried multiple times to reach out to Mohela to clarify the situation, but I can not get ahold of anyone to talk to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A