Date Received: 2024-01-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My identity was stolen and someone took out student loans in my name/social security number
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE program on XX/XX/XXXX. I received a notice on XX/XX/XXXX saying there would be processing delays but would be processed within 90 days of the application submission date on : XX/XX/XXXX. My account now reflects a payment due that is different from the SAVE program I applied for, my loan status has still not been updated to reflect the SAVE loan program I was eligible for ( ~ $ XXXX ), and customer service will not respond to inquiries. I am now being asked to " recertify '' my payment on a payment plan that is NOT the SAVE program. I have reapplied for the SAVE program on studentaid.gov but MOHELA 's customer service line is near impossible to get a hold of a representative and keeps disconnecting me. In fact, the original SAVE loan is still " in process '' and was never processed by the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91016
Submitted Via: Web
Date Sent: 2024-01-11
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: Problem with customer service
Consumer Complaint: I have been trying for 3 days to complete a loan consolidation. I was told by the university to complete it with my servicer, Mohela. The folks in customer service have been helpful but there is a broken link on the site and no way for the folks on the phone to fix it. I can not complete the consolidation until it accepts my info. My screen shots are below. The CSR says that there have been no complaints of having broken links. Someone needs to fix this. Ive called and emailed the addresses on the Mohela website as well as tried to call, only to be hear that those phone numbers dont work. They say I have an {$11000.00} back billI am trying to consolidate this. The University has put this in forbearance for a month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97008
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I made my 120th payment and submitted my employment verification for PSLF. Mohela designated the form as a duplicate instead of processing and beginning the discharge process. Also, my loans were put into forbearance while the form was processing. I have submitted yet another verification, with electronic signature in this instance, and my loans are not put into forbearance. My current eligible payment count stands at 121 with another payment due XX/XX/24. Repeated emails requesting assistance are unanswered and Mohela can not be reached via phone as I do not have hours to wait on hold.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Inadequate loan payment due date notification. The notice was sent out on XX/XX/2023, for a loan payment expected by XX/XX/2023. The only notice received was the following : In XXXX, I received information about my PSLF certification, and then the bill information on XX/XX/2023. I emailed them and tried calling on XX/XX/2023, but was unable to get a hold of them due to a high call volume. I just received a notice today that they are still waiting to answer my request. This is unacceptable. They should be as responsive as they expect you to make your payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-12
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: MOHELA automatically put me in forbearance in XX/XX/2023 when I requested IDR with updated income. Then when my first payment was due it read {$0.00}. The next payment was only {$28.00} instead of the correct payment of over {$500.00}. I can not afford the IDR program determined value. I live in XXXX XXXX and taxes take XXXX of my income. Housing and cost of living is at an all time high. I have XXXX XXXX I need health insurance premiums for. Im single with no children and losing money each month just from living.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92115
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: Problem with customer service
Consumer Complaint: On XX/XX/2023, I requested that MOHELA provide me with a copy of the form that will allow me to request future in-school deferment waivers ( see Read Message XXXX ). After submitting my request, I was told that MOHELA would respond within 3 business days ( see Confirmation to Inquiry about in-school deferment waiver for grad school ). Despite it being more than 3 business days as well as more than 10 business days for " document requests, '' MOHELA has not provided any assistance or a copy of the form at all. Other than the confirmation the message has been submitted, I have received no response from MOHELA whatsoever. Given the stated timeline, I find this customer service unacceptable. I would like a copy of the form I requested on XX/XX/2023 as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30341
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: Received bad information about your loan
Consumer Complaint: Hello, I am writing to you in regards to filing a complaint against Mohela. My communication correspondence with Mohela has caused me extreme stress and XXXX because of the continuous misinformation I get when I call and speak with them. After many phone calls and speaking to countless managers and supervisors, I do not know how to move forward. In XXXX, I requested my XXXX Loan Forgiveness application be canceled and nothing has been done. I requested this be done because it would possibly interfere with my Public Loan Forgiveness Program that states after 120 consecutive payments, a borrower 's loans will be forgiven entirely. In the past, an educator could not combine the years of service for both programs. However, recently there was a one time waiver opportunity that allowed borrowers to do so, but the waiver has now expired. However, I did complete it and have it on file with Mohela. Also, the Department of Education recently announced they are doing a new One time IDR Account Adjustment. I have had many questions about the programs, the special waivers, account adjustments and canceling my application but Mohela has continued to give me different information each time I call asking questions and requesting action be taken on my account. Below, I explained every communication correspondence I have had with them as I have kept a record of everything. I hope you can look into my situation. I am extremely worried and this has caused me so much stress and XXXX. -On XX/XX/XXXX, I submitted my XXXX Loan Forgiveness application. As of today, I have been an XXXX XXXX XXXX for 5 consecutive years for the same XXXX XXXX XXXX. The XXXX Loan Forgiveness program would forgive up to {$5000.00} of my loans because of my years of service in a qualifying XXXX. -On XX/XX/XXXX, the XXXX Loan Forgiveness application was put in APPROVED status. I spoke to a representative at XXXX XXXX XXXX on this day letting her know I did further research and would like to cancel my XXXX Loan Forgiveness application due to it possibly interfering with my Public Service Loan Forgiveness application. I do not want to interfere with my current Public Service Loan Forgiveness application as the benefits of that program will help me more than the XXXX Loan Forgiveness program. The representative ( she ) let me know she submitted the request to another department for cancellation and it would take 2 business days to hear back an update. She did confirm it was not too late to do so since it was just put in APPROVED status. -On XX/XX/XXXX ( the same day ) I called back to ask the question regarding me having the Public Service Loan Forgiveness special waiver ; I had completed further research. The Public Service Loan Forgiveness special waiver allowed XXXX to essentially double dip and use their years of service for both Public Service Loan Forgiveness and XXXX Loan Forgiveness. Last year, I completed the special waiver form and they confirmed they had it on file. I explained that after doing research, I saw that an XXXX may no longer be able to combine the time of service for the XXXX Loan Forgiveness and the Public Loan Forgiveness. However, I did complete the Limited PSLF Waiver form before the XX/XX/XXXX deadline and it was processed as well as approved and my Public Service Loan Forgiveness payments are reflecting during that time. For my particular situation, the credit of payments would be for the same time of service I would be using to fulfill my XXXX loan forgiveness requirement ( XX/XX/XXXX - XX/XX/XXXX ). I explained that from my understanding, my XXXX loan forgiveness being approved will not interfere with credit I am receiving for the Public Student Loan Forgiveness program because I applied for the Public Service Loan Forgiveness during the limited waiver period. The representative confirmed that this is correct information. However, I told her I still wanted to cancel the XXXX Loan Forgiveness application because I do not want to risk anything happening to my Public Service Loan Forgiveness payments. -I followed up and spoke to a representative XX/XX/XXXX and they confirmed seeing the request that was submitted on XX/XX/XXXX but they had no updates. -I followed up and spoke to a representative on XX/XX/XXXX and they confirmed seeing the request was submitted but they had no updates. -I followed up and spoke to a representative on XX/XX/XXXX and they confirmed seeing the request was submitted but they had no updates. -On XX/XX/XXXX, I spoke to a representative and they confirmed the request was put in an assignment to an agent to review and could take 10 business days. This was new information regarding the time frame of the request being fulfilled. -On XX/XX/XXXX, I received email communication from Mohela stating, MOHELA has reviewed your request for loan discharge and your application has been forwarded to the U.S. Department of Education ( ED ). ED will review your application and make a determination of your eligibility for discharge of the loan ( s ). You will be notified once ED determines whether you are eligible for discharge of the loan ( s ). This email was received after I submitted the request for cancellation for my XXXX Loan Forgiveness application and got confirmation from Mohela representatives that my request for cancellation had been submitted on XX/XX/XXXX. -On XX/XX/XXXX, I followed up with Mohela once again and spoke to a representative. The representative stated that she sees on her end, XXXXLF completed pending FSA ( Federal Student Aid ) Review. She then explained that the application was submitted and processed on XX/XX/XXXX. I let them know that is not true, my application was submitted on XX/XX/XXXX but it was not in APPROVED status till XX/XX/XXXX. This was the same day I requested it to be canceled. I brought up my question regarding the special waiver and having it on file. Mohela 's representative response was under the IDR one time account adjustment, if it counts towards the IDR account adjustment or forgiveness, it will count towards Public Service Loan Forgiveness. Further, they stated that different expectations of the rule- not special waiver. The representative further explained that it used to be difficult for people to qualify for forgiveness and the Department of Education is trying to correct this. The Department of Education is now doing a one time account adjustment by reviewing everyone 's student loans. Under IDR one account adjustment, they will count my time of service for Public Service Loan Forgiveness and XXXX Loan Forgiveness. I requested to speak with someone else to confirm this information. After being on hold for quite some time the representative responded and stated that they got feedback that the Public Service Loan Forgiveness would not count towards XXXX Loan Forgiveness. I explained that I have received mixed information regarding my unique situation and needed to speak to a manager. After being on hold, a manager stated that under the IDR one time account adjustment the time of service will allow me to potentially qualify for both programs. I told this manager all the steps I have taken thus far and the feedback I received. They stated this was now an escalation case and they would transfer me to someone else to look into this. They stated I will not lose time due to IDR one time account adjustment. The representative confirmed seeing on their end that I requested to cancel my XXXXLF application t on XX/XX/XXXX. However, they can not cancel it because it has already been sent to the FSA. They further explained that I will still be eligible under IDR one time account adjustment because if it counts towards IDR forgiveness, it will count towards it. Still have qualifying payment under IDR one time account adjustments, XXXXLF will not cancel out. The representative also confirmed not seeing a resolution on their end regarding the XXXXLF application request being canceled on XX/XX/XXXX. However, the supervisor stated that it is too late to cancel but should be fine due to IDR account adjustment. XXXX XX/XX/XXXX, I called and spoke to a representative know I was following up because after doing further research I discovered that the IDR one time account adjustment is very similar to Public Service Loan Forgiveness limited time waiver, however, what is not included is the XXXX Loan Forgiveness and eligibility so I wanted to follow up on my request to cancel my XXXX Loan Forgiveness application. I explained speaking to a manager a few days ago and them telling me I would be fine because of the IDR one time account adjustment. I explained that no money has been removed from my account, and my request to cancel was the same day it was APPROVED. The first representative stated that he does see the qualifying payments from XX/XX/XXXX- XX/XX/XXXX ( XXXX Qualifying payments ) will not be interfered with due to IDR one time account adjustment. He then went to the studentaid.gov website and read that *The only exception to this is if you applied for PSLF during the limited PSLF waiver period* He stated, I believe you will be fine. He further stated seeing the request to cancel but the application was already sent to FSA to be approved. He sent a message to the supervisor stating borrower would like for the XXXX Loan Forgiveness application to be suspended or withdrawn and it could take 3-5 business days to get done. He then said he had permission to send me to a customer service supervisor. This customer service supervisor stated that we can get that canceled for you and placed me on hold. She came back and said that she saw the request that was submitted XX/XX/XXXX and it was done. I asked for documentation because even though I requested for it to be submitted, I continuously keep calling because I never got confirmation it was fully done and completed. She confirmed it has been done and the letter will be sent out and FSA will need some time to update my account. It is now XX/XX/XXXX, I have not received any letter or email that states that my XXXX Loan Forgiveness application was canceled. My Mohela account says the XXXX Loan Forgiveness application was " APPROVED '' and no money has been forgiven - my student loan balance is still the same.The last Mohela representative I spoke to let me know I would receive documentation that my request had been done. I have taken all the necessary steps to do so and my account has not had any updates. My frustration and concern comes from Mohela 's mixed responses on my ability as a borrower to use my years of service for both the XXXX Loan Forgiveness program and the Public Loan Forgiveness program. Every single supervisor/manager/representative gave me different feedback on my situation. Nevertheless, I requested for my application to be canceled. If the application goes through because Mohela did not cancel the application like I requested many times, I will potentially lose XXXX Public Service Loan Forgiveness payments and I will be absolutely devastated. The {$5000.00} XXXX Loan Forgiveness amount does not help me like the Public Service Loan Forgiveness program, I rather just work towards this program. All my service as an XXXX has been dedicated to working in a XXXX XXXX XXXX to ensure I can receive forgiveness on my student loans. I feel I have done my due diligence and Mohela continues to not provide me accurate information and correctly submit my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to file a complaint against MOHELA for consistent violations of my privacy rights, as protected by the Privacy Act of 1974 and the Family Educational Rights and Privacy Act ( FERPA ). MOHELA, identified as a financial institution, has engaged in unauthorized disclosure of my student loan information to consumer reporting agencies without my explicit consent. XXXX. Violations of Privacy Act of 1974 and Fair Credit Reporting Act ( FCRA ) MOHELA, recognized as a financial institution, has reported negative information on my credit report without my authorization, contravening the Fair Credit Reporting Act ( FCRA ), specifically outlined in 15 USC 1681 section 602a. This section emphasizes the importance of consumer reporting agencies, XXXX, XXXX, and XXXX, discharging their responsibilities with fairness, impartiality, and due regard for consumer privacy. XXXX. Right to Control Information Disclosure ( 15 USC 6801 ) and Opting Out ( 15 USC 6802-6805 ) Pursuant to 15 USC 6801 , as the consumer, I retain the right to ensure that my private information is not disseminated without explicit consent. MOHELA, as a financial institution, is subject to 15 USC 1681 section 604a section 2, which explicitly states that consumer reporting agencies, XXXX, XXXX, and XXXX, may furnish a consumer report only in accordance with the written instructions of the consumer. Additionally, 15 USC 6802-6805 provides me with the right to opt out of reporting, allowing me to control the disclosure of my information. XXXX. Revocation of Consent and Non-Disclosure Option I hereby unequivocally revoke any and all consent previously granted to MOHELA and XXXX, XXXX, and XXXX. MOHELA and the mentioned consumer reporting agencies neglected to inform me of my right to exercise the nondisclosure option, further exacerbating their non-compliance with relevant laws. In light of the aforementioned violations, I demand that any and all accounts listed as 'MOHELA ' be promptly removed from my credit report. These demands are based on the following grounds : XXXX. Violations of Privacy Act of 1974 and FCRA : MOHELA has reported negative information on my credit report without my authorization, a clear contravention of the Fair Credit Reporting Act ( FCRA ) and the Privacy Act of 1974 ( 15 USC 1681 section 602a ). This unauthorized disclosure compromises the fairness, impartiality, and due regard for consumer privacy mandated by these acts. XXXX. Right to Control Information Disclosure ( 15 USC 6801 ) : As the consumer, I retain the right to ensure that my private information is not disseminated without explicit consent. MOHELA, by failing to obtain my written consent for information disclosure, has violated my rights under 15 USC 1681 section 604a section 2. XXXX. Revocation of Consent and Non-Disclosure Option : I hereby revoke any and all consent previously granted to MOHELA and the consumer reporting agencies ( XXXX, XXXX, XXXX ). MOHELA 's and the mentioned agencies ' neglect to inform me of my right to exercise the nondisclosure option further underscores their non-compliance with relevant laws. XXXX. Given the severity of these breaches and the legal violations involved, I insist on the immediate removal of any and all accounts associated with 'MOHELA ' from my credit report. Failure to do so will be considered a continuation of the violations, without my consent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34639
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX MOHELA act # XXXX frst message sent XX/XX/XXXX 2nd message sent XX/XX/XXXX During the 2 years of COVID student loans were put on hold. I sent this message through MOHELAs website : Good morning, First I hope I receive a response to this message. I Called yesterday and waited 30 minutes for a rep to come to the phone and explain my situation and was advised to hold while she gets a manager for me held another 30 more minutes and was disconnected. Here is my issue. I am in the process of buying a new home. My lender states MOHELA has me delinquent all of COVID which was a forbearance. During COVID I checked and this site stated a payment balance {$0.00}. My lender needs a Correction letter from MOHELA stating correction letter stating the lates were in error. My email address is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21784
Submitted Via: Web
Date Sent: 2024-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A