Date Received: 2023-01-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue # XXXX : Inaccurate payment Amount posted - Return to School Deferment Approval As a full-time graduate student, MOEHLA 's representatives confirmed the 'gray " transformative timeline between semester dates and published XXXXXXXX XXXX XXXX XXXX proof of enrollment ( XXXX weeks ) status. MOEHLA 's response ( a year ago ) included submitting an electronic Deferment Form confirmed by an official from a University Official post communicating my University 's learner records standards of " verify enrollment until after the second week of each semester. '' During these transitional periods, my amount due would reflect a " missed monthly payment of {$550.00} ( varying > {$20.00} variation due to yearly principle sum increases/accrued interests ) UNTIL MOEHLA approved my semester 's deferment form and reset monthly " amount due : {$0.00}. '' Below are the exact dates of enrollment XXXX Summer & Spring Semesters : Spring Enrollment Dates : XX/XX/XXXX - XX/XX/XXXX Fall Enrollment Dates : XX/XX/XXXX XX/XX/XXXX After approval of my semester 's deferment, monthly payments ( including monthly accrual interest ) electronically posted {$0.00} including each semester 's transitional enrollment verification timeframes, an accrual monthly interest rate due monthly appeared as {$0.00} until XX/XX/XXXX ( lasted date of Fall 's academic semester ). Suddenly, in 16 days amount due {$0.00} ( XX/XX/XXXX ) jumped to $ XXXX. I contact MOEHLA. On XX/XX/XXXX, MOHELA 'S representative couldn't contextualize the purpose for the imminent escalatory of the amount due $ XXXX transfers me to a supervisor ( XXXX ). The supervisor confirms that the amount is disproportionally high due to an accounting cycle-type mechanical issue, manifesting as past wrongful payment dues. MOHELA Supervisor settled the dispute, stating these will be removed and/or substantially lowered and will be viewable online in 3-5 business days. The supervisor also sent an E-Form, rescheduling XXXX 's semester payment date to the end of the month ( mitigating these recurring nuances for my prospective semester 's Deferment payment approval application ) contingently on MOEHLA 's technical account update ( again between XXXX business days ). Issue # XXXX : Inaccurate payment Amount Confirmed by MOEHLA is Redirected : Late Monthly Payments post Deferment approval now as 'Accrual Interest ' ( XX/XX/XXXX XX/XX/XXXX ) MOEHLA 's presenting 46 DAYS LATE for XXXX, XXXX XXXX XXXX represents malapportioned provider payment, confirming monthly XXXX obligation for XX/XX/XXXX ( subsuming {$1400.00} accrual interest to principle balance in XXXX billing statement ). Per Section XXXX, accrual interest is optionally paid in monthly payments ( document attached ) XXXX members utilizing the following repayment options will not have interest capitalize at the end of the deferred period : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for the following products : o Refinance loans disbursed on or after XX/XX/XXXX o In-School loans disbursed between XXXX o In-School loans disbursed after XX/XX/XXXX that elected interest Only or Fixed o Payment repayment option Previously approved Return-To-School deferments ( XX/XX/XXXX, XX/XX/XXXX ) resulted in {$0.00} monthly dues with monthly interest notices that were optional to pay. My delayed deferment approval of the Fall semester ( XXXX ) resulted in accruing a monthly principal billing payment of {$550.00}. From XX/XX/XXXX ( approval date ), my amount due was re-adjusted to {$0.00} until XX/XX/XXXX, when a {$1400.00} monthly installment amount appeared. As mentioned earlier, MOHELA 's XXXX, XXXX, confirmed the wrongful amount, which would bring my account up to date. XX/XX/XXXX, I noticed the account still reflected the amount due I spoke to various representatives and XXXX XXXX. XXXX confirms the sudden monthly amount of {$1400.00} as chargeback accrued interest that should have been posted to my account. Supervisor claims MOHELA 's limited responsibility in resolving due to interagency roles between XXXX and lender. The resolution ends with a " XXXX lender review involving XXXX '' and for me to contact XXXX to XXXX my loan status as " refinance loans. '' I contacted XXXX shortly afterward, and they confirmed that MOHELA is the only agency managing my account once my loan application is approved. Attached is MOHELA 's billing statement listing the amount due for the dates in question. Why is my loan program suddenly requiring monthly interest payments? Also, how did this residual interest ( {$1400.00} ) suddenly appear between enrollment dates, causing it to be 46 days past due? XXXX to work with MOHELA and bring my account to current, their self-governance and no explanation for hefty hurried charges raise significant concerns for borrowers. Although customer service wait time seemed tactful, that wasn't my concern : customer Service Supervisors and Representatives offering false information without being held accountable resulted in my XXXX complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Please refer to prior complaint as well. I received two direct deposit refunds and one check totalling to XXXX following my claim in XXXX to the CFPB after requesting money paid towards my loans during the pandemic refunded. My current balance through Mohela now, however, is XXXX, with interest ( please see attached document for confirmation ). As I was at a XXXX balance prior to my requested refund, and there has been no interest throughout the payment pause duration, these numbers don't add up. I have contacted two upper level Mohela reps ( after being on hold on the phone for almost two hours for each call ), once in late XXXX and again after I never received the promised call with a resolution within a week in XXXX. I was told this would be resolved again within a week and I have not heard back. When I called two days ago, a representative said there was no record of either call and that they couldn't determine the discrepancy with the balances other than that I might get a check with the remainder. This is unacceptable. I need to either be fully reimbursed to the total currently listed on Mohela 's website or the total owed needs to be adjusted appropriately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80516
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I would like to file a complaint about the handling of my student loans by MOHELA. As of the date of this letter, I have XXXX eligible payments for both my Consolidated Subsidized and Consolidated Unsubsidized student loans. As per Federal Student Aid recommendations, I submitted updated XXXX applications as I approached my XXXX required payments. Yet, MOHELA failed to process these applications correctly and has instead labeled them as duplicate applications. This has resulted in my PSLF payment tracker showing only XXXX qualifying payments while I am significantly over the XXXX payments required for forgiveness. 1. My loans were transferred from XXXX to XXXX and then to MOHELA during the first half of XXXX after I submitted my first XXXX application. When MOHELA received my loans and set up my account they incorrectly spelled my last name. They have stated that they can not fix it despite MOHELA being responsible for the error. 2. When MOHELA received my loans in XX/XX/XXXX, they failed to process the XXXX application completely. The XXXX application they received with my account contained employment over XXXX time periods on multiple pages and was signed by the school principal. However, they only processed the first page with the most recent employment period resulting in a finding of XXXX qualifying payments. They neglected the additional pages of the application which documented an earlier employment period as they did not notice those pages of the application. 3. On XX/XX/XXXX, after I received the results of my first application with only XXXX qualifying payments, I uploaded a new application containing the pages documenting the earlier employment period which they neglected to process. MOHELA did not process this application and instead considered it to be a duplicate application despite it covering the earlier employment period which was missed in the original application. 4. On XX/XX/XXXX, I uploaded another PSLF application, this time signed by the Department of Defense XXXX XXXX XXXX XXXX XXXX. This application covered the entirety of my employment with DoDEA including the earlier employment period which was never processed, the 18 months already found to be qualifying, plus an additional XXXX moths of employment that had occurred since my original application. Again, MOHELA failed to process this application and considered it to be a duplicate application. 5. I called MOHELA in XXXX and XXXX to discuss the status of my applications, the error of not reviewing all pages of my applications, and the reason for uploading the missed pages again on XX/XX/XXXX. I was assured that the application was fine, they would update it, and process the rest of the application. That did not happen. 6. After waiting XXXX months and seeing no progress on my applications, I contacted MOHELA on XX/XX/XXXX. The customer service representative explained to me that pages of the original application were not noticed and that the applications sent since that time were considered duplicate applications and were not processed. He offered to put my most recent application in for processing but that it would take up to XXXX business days for it to be completed. He also stated that he was unable to correct the spelling of my last name.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Some one did fraud in my name and they agreed to remove with a forgery affidavit but they claim they i did not send my claim in time. that is non sense cause it was certified mail. Can you guys please enforce them remove that fraud information from my file. It is also affecting my changes of getting credit
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX XXXX I mailed a letter to MOHELA about accounts listed on my credit report and I have not received any help or response as of this date. The contents of the letter are as follows : " REQUEST FOR INFORMATION FROM MOHELA I am requesting information for the following accounts : MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX MOHELA/DEPT OF XXXX, Account # xxxxxxxxxxxx XXXX Please provide copies of the following information : All billing statements from the date of account opening A copy of the XXXX cancellation of debt if applicable Date of Last Payment It is my belief that 14 days is a reasonable amount of time to gather this information. I look forward to your complete corporation and compliance. Respectfully, XXXX XXXX '' I don't know what else to do or how to get the information as the call center seems to be too overwhelmed or the information is not complete.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I previously had student loans under XXXX and XXXX before consolidation/forced transfer to Mohela. In XXXX, I took advantage of the XXXX waiver to consolidate a loan from XXXX onto XXXX in order to have previous payments count. XXXX was successful in updating all of my past payments to make them count. In XXXX, XXXX 's contract ended and my account was transferred over to Mohela. XXXX was very speedy in handling everything and updating my XXXX employment trackers in a timely manner. However, Mohela has been extremely slow. I uploaded XXXX XXXX employment trackers form ; one on XX/XX/XXXX, and then another one on XX/XX/XXXX. To clarify, I have five loans in total. I have been XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX but had not made 120 qualifying payments on two of the loans until XX/XX/XXXX. That was when I realized I needed to resubmit the form again for XXXX, while assuming Mohela would look at the most recent upload. The remaining three loans will meet the 120 qualifying payments for forgiveness in XX/XX/XXXX. I was supposed to have the first two loans forgiven under XXXX by now. Mohela took close to 90 business days to process ( when XXXX would only take a week or two ). I logged in to my account today to see that Mohela finally updated the payment tracker... But they tagged my XX/XX/XXXX form as a duplicate and only counted from the XXXX form, when they should have counted from the XXXX form. My payment tracker is at 119 instead of the correct 120, and my two loans are not being forgiven on time. The remaining three loans should have been at 117 instead of 116. Mohela made a huge error. I emailed Mohela today to have them remedy it. Their customer service is often unavailable when I try to call. I'm afraid they won't take action to fix this and forgive two of my loans. Therefore I am now filing a complaint against Mohela - bad customer service, zero communication, being excessively slow in processing, and then not even doing it correctly. I need this mistake to be fixed as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I had previously submitted this claim number XXXX and have no idea why it was closed. Is it possible to resubmit this claim to see if I have any options? I have added an addendum at the end to this original claim. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX When it appeared that loan payments were going to resume, I started to make payments in an attempt to minimize the amount of interest charges on my loans. As soon as I started to make payments, Mohela kept my {$1000.00} payment on XX/XX/XXXX and then another {$280.00} from a payment on XX/XX/XXXX. I called the company several times to ask about this. On XX/XX/XXXX, I was on hold for XXXX hr XXXX min and had to hang up. Then on XX/XX/XXXX, i got to talk briefly to someone on a call that reads as XXXX XXXX min. on my call log. The lady was very curt with me, saying that the charges were probably from before the pandemic. I told her that my payments at the time were up to date so that shouldn't be the reason. I also told her that the loans were not supposed to be accruing interest, but she doubled down and said that I was probably behind on my payments and all but hung up on me. I also tried calling the number on StudentAid.com but they said I needed to talk to my loan servicer. When I said that Mohela wasn't answering my questions and was very difficult to get through to, they said they couldn't help me. I'd like someone to answer why so much was taken away on finance charges when no interest should've been accruing. Thank you. Addendum : I reached out to Mohela again in XXXX regarding this issue. I received a response from them on XXXX that a request had been submitted to have my payments in the amounts of {$1000.00} and of {$280.00} applied only to the principal balance on my account. I needed to allow up to 2-3 business days for processing. On XXXX I contacted them again to check on the status of the correction since it had not been applied. I got a response from Mohela telling me that my account is at 0 % interest. I asked again about applying the full payments to the principal amount and got a response from Mohela on XXXX that payments are first applied to accrued interest. I'm just unable to get a straight response from them. I would appreciate any help on this matter... or at least confirmation that this interest that they charged me is legitimate. Thank you again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2023-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, the account below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. MOHELA/XXXX XXXX XXXX XXXX XXXXXXXX has violated my rights. 15 U.S.C 1681 Section 602 A. states I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. To add personal statements : I've never made a payment to this company, yet they continue to report inaccurate information on my credit report regarding " current payments. '' I have not agreed to any terms with Mohela Pathway. I never opened an " Education '' account after the year of XXXX. The company has yet to reply in writing to my Debt Validation letter sent on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Credit Repair Service In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I became eligible for Public Service Loan Forgiveness in XX/XX/XXXX and had XXXX qualifying and approved payments noted on my account with my servicer Mohela. I was transferred to Mohela in XXXX. In XXXX, I updated my employment when I switched employers. That form was processed in XXXX days and my count was brought up to XXXX in XXXX. I submitted a PSLF form to initiate the loan forgiveness on XX/XX/XXXX. Since filing, I have received XXXX messages to my email and Mohela account that have referenced recent loan payoffs and consolidation- neither of which is accurate for my account. I have been told incorrect information by customer service regarding my processing being held up as they were waiting for loan consolidation. I have not consolidated any loans since XXXX. It's now been XXXX days since I submitted the form and there has been no action taken to update my payments from XXXX to XXXX. I am being told that it could take up to the end of XXXX to get the count updated and then another XXXX business days after that for forgiveness to initiate. With all of the incorrect information that has been at play, I am very worried that Mohela does not have an accurate understanding of my account and it's holding up my public service forgiveness. As an aside, this is now causing problems with obtaining a mortgage, so I've had to get my account put back into repayment and am making payments far past the XXXX qualifying payments. I've attached the letters I've received erroneously.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2023-01-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A