Date Received: 2024-01-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am eligible for XXXX XXXX XXXX XXXX but Mohela can not get my payments correct. The dates of employment I submitted are entered in incorrectly, the amounts owed have changed drastically over the past several months, and I have made XXXX payments of the XXXX required but only XXXX are counting. This system and the rules are confusing and difficult to access so I overpaid for years. All of these extra payments have been deemed ineligible because it was during forbearance but I was working full-time at my university then so they should count. Last month I got a notification that XXXX payments out of XXXX counted. Every month I get drastically different information about whether my payments count and how much I currently owe. On the main account page it says my next payment of {$330.00} is due on XX/XX/2028 because of all the extra payments but I just got a statement saying that {$1100.00} is past due from last month. Which one is it? And shouldn't all of my extra payments be applied toward loan forgiveness? It is impossible to get someone on the phone ( I have tried 3 times and I get disconnected or never called back or called back at times when I can not pick up ) and unclear what I should be doing now. The bottom line is that I have made many more payments than I needed to in order to qualify for loan forgiveness and my loans should be forgiven. I have paid into the system much more than I needed to and have been paying my loans off consistently for over 10 years at qualifying institutions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10011
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA placed my loans automatically in deferment in XX/XX/2023 instead of letting me resume payments. I tried to set up payments again online prior to the hold ending but it was not possible online. I sent two secure messages with no reply asking for them to remove my deferment status ( inaccurate ) and let me resume payments. I have also tried calling twice and been on hold for over 40 minutes each time with no help. They also have inaccurately processed my PSLF ( public service loan forgiveness ) forms. I also mentioned this in my messages but never received a reply. I sent in several PSLF forms but they did not process them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80023
Submitted Via: Web
Date Sent: 2024-01-16
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: Received bad information about your loan
Consumer Complaint: I have consolidated Unsubsidized FFEL Consolidation Loans that are being held by XXXX. I submitted a PSLF application in the fall of XXXX. I had heard other borrowers had their loans paid off. I called Mohela in the fall of XXXX many times and could never get an agent. I did finally get an agent in the first week of XX/XX/XXXX. She told me my application was in good standing and it looked like it was approved. They were just making sure I had made payments. I have never once missed a payment in 15 years. She told me to check back in the new year. Now there is no information in my account on Mohela and I can not get through to anyone there. I also can not see any trace of my application in my account at Federal Student Aid. I am very frustrated as I have been trying to get information from someone for months and I can never get ahold of anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Mohela states that I am responsible for interest accrued on my consolidated loan that was put XXXX the wrong payment plan. I requested the REPAYE knowing I would end up on the new XXXX plan. They put me on the XXXX plan. They also stated that the accrued interest above my payments on the XXXX plan will accumulate in the accrued interest bucket until the end of the year. That is when the government forgives any unpaid accrued interest. I thought this was monthly. I had planned to use my property tax refunds I receive in XXXX to pay some principal on my student loans. However, according to Mohela I will have to pay the accrued interest bucket first before anything is applied to principal. This accrued interest bucket will include interest the government was to forgive under the XXXX plan. I dont believe the spirit of the XXXX plan was to hold the accrued interest for year. I also dont believe I should be responsible for interest that accrued on the Level plan when I selected the XXXX plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55421
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is my loan servicer, and I applied to switch from the PAYE plan to the SAVE plan using the federal student aid website. I was notified that application was approved and that my plan would be switched over starting XX/XX/XXXX but it never was. According to the website the request was cancelled. I called MOHELA and they put in another request for a change and stated it was approved, and said it would be switched by early XX/XX/, but it never was switched over. I then called MOHELA again probably for the 4th time and they stated I would be switched to the SAVE plan by late XX/XX/. Again, I never was switched over. I now have submitted my 4th application to switch from the PAYE to the SAVE plan, and am frustrated at how this situation is being handled. While this has all been delayed, I have racked up thousands of dollars of interest on my student loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made an electronic payment of {$5000.00} on XX/XX/XXXX to The Department of Education referencing my account number with MOHELA. The funds were withdrawn from my account on XX/XX/XXXX. Upon reviewing my loan account 3 weeks later the payment was not applied to my account. I called MOHELA on XX/XX/XXXX to ask why the funds have not been applied. They informed me the funds were never received. I provided proofs of payment and had my bank on the phone with MOHELA confirming the payment was made. I was told that it would take 90 days for the payment to process. I reached out again on XX/XX/XXXX to check status and was informed that it would take another 60 days. I waited that amount of time and reached out again in XXXX since nothing had been done. I received mail saying that the payment would be refunded. It has been well past the 90 days and well past the 60 days they promised to have a resolution. Still nothing. I called again on XX/XX/XXXX and spoke to MOHELA representative and they informed me the payment had been found but an account number was not associated to it. As such, the representative escalated the situation after reviewing my documentation and repeated phone calls and promised a decision would be made within a week whether the money would be refunded or applied to my balance. I called again on XX/XX/XXXX to find out what decision had been made and still nothing. They said they are still looking into it. This is unacceptable service and unacceptable handling of funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 801XX
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: Nearly 60 days ago, on XX/XX/XXXX, my account was removed from administrative forbearance due to borrow defense because of a technical error and no other reason, according to a conversation I had with customer service on XX/XX/XXXX. I was then told that my account would be put back into administrative forbearance within XXXX XXXX XXXX business days. I called throughout XXXX, and now I am into XXXX and my account has never been put back into the requested administrative forbearance ; instead, it remains in repayment. Mohela, will not address my questions or emails and only provides me with responses stating we will address your problem when they are the ones who are responsible and promised to fix their mistake promptly. I have filed complaints with CFPB, my attorney general, and the Department of Education, which are still being investigated because Mohela does not respond and has too many complaints from other customers. My borrow defense is still in processing and the Department of Education has sent them the paperwork at least XXXX times about the forbearance, but they can not honor their word and fix their mistake. That is all I want ; now, they always ask me about repayment and state that it will be reported on my credit report if I do not pay. I was given a processing forbearance, which was removed on XX/XX/XXXX ; I was told it was supposed to remain until this problem was resolved or at least until XX/XX/XXXX ; that word was not honored either. I do not know what to do anymore, only that this loan servicer wants you to pay no matter what and does not follow the processes set by the Department of education, nor do they own their own mistakes. I want some assistance, or at least for them to own their mistakes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85024
Submitted Via: Web
Date Sent: 2024-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loan servicing company is Mohela, and I have been working toward Public Service Loan Forgiveness since XXXX. I have submitted the same request to CFPB, but given the lack of responsiveness and accountability to date I am reaching out to both Senators XXXX and XXXX and Representative XXXX. XX/XX/XXXXXXXX is the 120th month of eligible payments on my 13 separate loan accounts, which would make them eligible for Public Service Loan Forgiveness ( PSLF ). The due date on my account is the 1st day of each new month. Following the end of COVID-era forbearance, I resumed payment under the SAVE plan with a monthly payment of {$160.00}. The XXXX payment ( due XX/XX/XXXX ) of that amount was made on XX/XX/XXXX, following receipt of the billing statement. The XXXX payment ( due XX/XX/XXXX ) was made on XX/XX/XXXX, following receipt of the billing statement. The XXXX payment of the same amount was made on XX/XX/XXXX, following receipt of the billing statement. The PSLF " Payment Tracker '' on my Mohela account reflects the XXXX and XXXX payments as being eligible and are reflected in my current count ( as of XX/XX/XXXXXXXX XXXX XXXX ) of 118 eligible payments. XXXX is reflected as " ineligible '' for " Deferment or forbearance exists for this period. '' XXXX is not yet reflected in either, as the month is not yet complete although my billing date ( XX/XX/XXXX ) has passed. I submitted a PSLF form, signed by my public sector employer, on XX/XX/XXXX. Because this is after my payment due date ( XX/XX/XXXX ), I was advised by Mohela that this would be an eligible payment for XXXX and should have marked the 120th month of repayment and full eligibility for PSLF. I called Mohela today ( XX/XX/XXXX ) and following a 90-minute wait, was told that this forbearance was placed on my account after my XXXX billing statement had been issued and payment had been made on XX/XX/XXXX. I requested that this forbearance be removed, as it was not requested and a payment was made in response to the XX/XX/XXXX7 billing statement for the XX/XX/XXXX due date. I was told this was not possible, though the account never should have been placed in forbearance since a billing statement was issued and payment received for the month. I was advised that I could either wait for the XXXX status to be updated ( estimated date of XX/XX/XXXX according to the representative ), or make a payment in XXXX ( ultimately the 121st payment, beyond the requirements for PSLF eligibility ) and request yet another PSLF form be signed by my employer. I have met the requirements for PSLF forgiveness, and Mohela 's negligence and lack of responsiveness are unnecessarily delaying this federal benefit. Furthermore, there is no recourse for me as the borrower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Through cfpb, I submitted a complaint and Mohela responded saying that I am due a refund. They said it would take 60-90 days from XX/XX/XXXX. It has been 90 days and I have not received the refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19120
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I contacted Mohela XX/XX/XXXX to have my loan repayment plan changed to the extended graduate repayment plan. It is currently XX/XX/XXXX, and my plan has yet to be changed. I have spoken with many different Mohela supervisors over the course of six months and, in addition, submitted a prior complaint on the CFPB data base ( Complaint ID : XXXX ). Each time I have been told my repayment plan request change has been " expedited ''. Some supervisors have gone so far to say that my plan would take effect " when we get off the phone '' or " at the end of this business day. '' None of that has been true. I have also repeatedly asked for the notes they have about my account and have been told they would be sent over... but they never have. I was making payments from XXXX to XXXX ( still on the repayment plan I did not want to be on ). In XXXX I received a notification from Mohela that my XXXX billing statement was given to me less than 21 days from the due date so Mohela was putting my account on an administrative forbearance and any payments made between XXXX and XXXX of XXXX would count toward future payments ( or refunded if requested ). This was also Mohela 's resolutions for my prior CFPB complaint - even though my repayment plan still has not changed. However, since then I have neither been refunded nor have my prior payments gone toward my future payments as specified. I called Mohela yet again the beginning of XXXX. This time the representative told me ( XXXX ) my request was still pending but " someone at Mohela didn't submit it correctly ''. Excuse me, what?! It's been XXXX month and I've talked with at least XXXX supervisors at this point. Is this true? If this is true, why was I not notified? I feel like I can't trust anything their representatives say though because nothing about this account has changed even when supervisors " guarantee it will be done by the end of the week ''. ( XXXX ) He noted how my account still says I owe XXXX XXXX in XXXX even though I made payments from XXXX - XXXX totally {$16000.00}. My minimum payment is roughly XXXX dollars on the repayment plan they won't take me off for whatever reason. So, as confirmed with this representative, my XXXX bill ( and many future bills ) should be accounted for in my XXXX to XXXX payments. But for some reason Mohela is still saying I owe money in XXXX despite their own written correspondence saying these payments would apply to my future payments. So when will Mohela change my repayment plan and when will either my prior payments be refunded or counted toward future payments? I believe Mohela is mismanaging my loans and not being honest in their financial obligations to me, the borrower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91106
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A