Date Received: 2024-01-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The company placed me on administrative forbearance without my permission for the month of XX/XX/year>. Due to this forbearance my XX/XX/year> payment does not count towards my PSLF progress. After several calls and attempts to remove this payment from forbearance, the company refuses to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, I submitted CFPB complaint number XXXX. On XX/XX/XXXX, Mohela provided a response that did not specifically address my complaints and included blatantly false information. Mohela is either grossly incompetent in managing the dates of correspondence, requests and actions, or blatantly dishonest. Either scenario is unacceptable. My feedback on the response is as follows : The response is not accurate. Information the company provided about the SAVE plan is accurate NOW, but is not accurate as of the time I submitted the application. Since the time of the application, I have refinanced a significant amount of my loans. It is also not the servicer 's job to decide which repayment plan is best for me. Further, the complaint was about the fact that a forbearance was placed even though I did not request forbearance. The servicer states that the forbearance was removed as of XX/XX/XXXX but that is false. In fact, this complaint was submitted on XX/XX/XXXX and the forbearance was not lifted at that time. It has since been lifted, so this point is moot, other than Mohela 's lack of timely response and either their blatant dishonesty or their lack of competence around the timeline. Mohela states that payment instructions were submitted on XX/XX/XXXX. This is also blatantly false as evidenced by the correspondence I attached to the original complaint. Payment instructions were submitted on XXXX and as of XXXX, still have not been applied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan servicers have switched over three times since creation of loan. From the beginning with XXXX XXXX, I was never properly informed of the set rules for PSLF. The rules continue to change, and we loan borrowers are never told the correct information from the customer service line. My loan was switched from XXXX XXXX to XXXX XXXXXXXX where I was again, misinformed about what plan my loans should be under for PSLF forgiveness. I was never told a concrete time for when to submit forms from my employer to verify my work status nor told how payments counted towards PSLF. My loan switched for a third time to Mohela, which now has a lawsuit against them. They have already been fined by the federal government and are still lacking in support of student borrowers. I have tried numerous times to get a representative on the phone and the two times I was able to get through, it took half days of waiting while I had to work, and the customer service reps did not know correct information and I was given random info that did not match previous conversations with customer support from other carriers. On XX/XX/24 I went to login on Mohela 's website to see yet another change from the carrier, this time a message about another platform. They are stating that moving to a new platform to expect, yes again, more delays. As of today, XX/XX/24, I have attempted to call both Mohela and PSLF service lines. Mohela gives an automated response that their lines are busy, and the call disconnects and PSLF service line ( XXXX ) says they are too busy and disconnects. Neither line gives an option to give student borrower a call back. I have submitted my last verification of employment form for PSLF from my employer. Mohela nor PSLF are not picking up the phone for me to confirm the receipt on their side. They are then requesting another 90 days just to process the information. I am stuck in limbo with making payments as from my calculations if they would go ahead and process my last PSLF report, I would have hit the 120 payments mark. I see that they have taken years to get around to others employment verification forms and many people have overpaid and are still waiting for refunds years later. I do not want to fall into the overpayment group as Mohela appears to not be reimbursing borrowers fairly and are instead getting richer while sending out inaccurate payment information. Mohela had over a year to plan for bringing back student loans and have failed and caused us student borrowers more harm. I am now at a loss of what payment plan I should be under as things change on their website month to month. I do not trust that they are accurately keeping track of payments, nor do I trust their determination of what plan borrowers should go under. I was recommended the SAVE plan, however most people that transferred to this plan are required to pay 3x their original loan payment amount. If my employer is able to complete an employment verification form within less than two days time, I ask for Mohela to be held to the same standards of turnaround time. It should not take 3 months to give notification of receipt of employment verification and payment verification. Student borrowers are being taken advantage of as with every move to a new carrier, new rules are being implemented on the fly, and borrowers are not given the chance to question why. We keep being pressured to pay into corrupt carriers that can't even track our payments. Again, there is already a lawsuit out against Mohela. Is the CFPB looking into them. If not, you should.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28213
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Mohela loan servicing allows you to start an auto-pay, but then hides the fact that your next payment must be made manually. After setting up auto-pay, one will receive an email three days later indicating that auto-pay is set up, but must access their messages portal within the Mohela account itself, then download a document and read it to see that you " may '' need to make your next payment manually. There is no easily found indication elsewhere of this, and no decent establishment has such a rule that I know of. I set up my autopay weeks before my first payment ( XX/XX/XXXX, first payment due XX/XX/XXXX ). I found out my first payment wasn't automatically made 5 days after it was due. There was no message that it was coming due, nor a reminder that, despite the meaning of auto-pay, the auto-pay wouldn't work the first time. After realizing this issue, I immediately made the payment and asked them to backdate it. They replied, well over a month later, and stated auto-pay wasn't set up until XX/XX/XXXX. Obviously untrue, I replied and asked them check their database, including the messages their system had sent me. They have never replied. I recognize this complaint will likely not go anywhere, but I do believe that a loan servicer, holding five-or-six figure debts for XXXX XXXX XXXX of people, making money hand over fist for doing nothing of value, should be held to higher standards than this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received a letter from MOHELA on XX/XX/XXXX informing me that they had received payment in full on my loans and that the letter served as a record of my Paid in Full status. On XX/XX/XXXX I received another letter from MOHELA stating that the XXXX XXXX had forgiven my federal student loans with MOHELA in full, effective XX/XX/XXXX due to my student loans having been in repayment for at least XXXX or XXXX years. The second page of the letter listed some important points on this IDR forgiveness. One of the points state, " we have notified, or will notify by the end of the month, all national credit bureaus of your student loan forgiveness. I have been checking my credit bureaus every month but noticed that the last update from MOHELA was in XX/XX/XXXX. I sent MOHELA an email on XX/XX/XXXX explaining that my loans were forgiven in XXXX but that my credit bureaus have not been updated to reflect my {$0.00} loan balance, and still show the full amount of the loan prior to forgiveness. I asked when MOHELA would update my information with the credit bureaus to reflect my {$0.00} loan balance but haven't received a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97603
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is the loan servicer. They are not directing my payment appropriately on my account. They have placed me in an unsolicited administrative forbearance for this month. This was neither requested nor needed. They are unable to tell me why this action was taken. Now, due to their error, this month will not count towards my loan forgiveness. They should be held responsible for their mistake and made to correct it
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA has been impossible to get a hold of. Ive submitted an employment verification form to them in XX/XX/year>XXXX to get some payments Ive made towards PSFL to become eligible as I believe there are several loans for which are now eligible for foregiveness. I sent a message on XX/XX/XXXX asking for a status and all I have been getting is automated weekly emails saying they will respond in 15 days. I even tried calling and waited on hold for a representative for over 4 hours before giving up. How are borrowers supposed to manage their loans if the servicer wont even respond to their messages?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96815
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: Trouble with how payments are being handled
Consumer Complaint: I have approx XXXX of loan that should be forgiven but its still being counted on my overall balance. This is making my monthly payment unbearable. I cant speak to anyone and the wait is XXXX hours. The few times I waited I was immediately disconnected. I am allegedly on a forbearance right now but I keep getting emails that I have a monthly payment due and am late? This is extremely confusing for me and there is no customer service rep to speak with. If the XXXX balance was removed off my loan it would likely make my payment lower and I would be able to afford it.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My servicer MOHELA incorrectly calculated my monthly payments, and is still billing me an incorrect amount. Prior to Covid my payment under REPAYE plan was around {$720.00}. At the end of the initial payment pause in XXXX I should have been automatically put on the SAVE plan, which should have reduced my bill. Instead MOHELA billed me for {$1200.00} monthly payment amount ( incorrectly calculated by them ), then they put me on an administrative forbearance ( without me doing anything or requesting this ), and then on XX/XX/XXXX I got a letter that my new SAVE payment was {$1000.00} ( also incorrectly calculated ). Finally on XXXX XXXX I got a letter with the correctly calculated SAVE monthly payment of {$630.00}, but then the next day I got a bill for the previous incorrectly calculated amount of XXXX XXXXXXXX the bill is backdated to XXXX XXXX but it did not appear in my inbox nor did I get an email notification about it until XX/XX/XXXX. In addition to the incompetence of incorrectly calculating payments and billing for absurdly high amounts, they are impossible to contact and if you do speak to someone in their customer service department, they are unable to help. I have tried repeatedly to contact them, and only got through via phone one time and the agent was unable to help me resolve the issue. In addition I am on PSLF, so I don't want a month to not count towards my forgiveness due to MOHELA 's inability to do their jobs correctly. Per Department of Education, the months I was put on administrative forbearance by MOHELA should count towards PSLF, but my online account shows those months as ineligible as well, which is incorrect.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20901
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-17
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: MOHELA incorrectly billed me for {$410.00} while my account was in administrative forbearance while they processed my IDR request. I first called on XX/XX/XXXX and spoke to a representative named XXXX. She assured me that the payment listed on the account was not in face due and the payment amount will automatically adjust " soon ''. After a month of waiting, I received a notice from the Department of Education that MOHELA had reported a missed payment to them. I called again on or about XX/XX/XXXX and spoke to a representative named XXXX who transferred me to a representative named XXXX. I informed her about my previous discussion and she took a similar line as to what I was previously told ; that the computer system is updating and the charge will be removed " soon ''. She further assured me that the late payment will not be reported to a credit agency. Today XX/XX/XXXX I have received an email from MOHELA demanding that I pay the amount that their phone representatives tell me is not due. I want a real assurance that this payment is not due and I want MOHELA held accountable for their inept and frankly predatory practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 132XX
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A