Date Received: 2024-01-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: During the pandemic pause, I paid off a few of my loans. In XXXX of 2023, right before loans resumed, XXXX of the loans I paid off was reinstated with a balance of {$26000.00}, even though I paid it off. It is now back and accruing interest. I called MOHELA multiple times but they have not fixed it. The most recent time I called them was on XX/XX/XXXX and I was on the line for over 1hr. They admitted that the loan was paid off but couldn't figure out why it was back and refused to remove it. Additionally, another loan that had a positive balance of around {$10000.00} now has a negative balance of - {$16000.00}, making it impossible for me to actually pay off that loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 028XX
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: Mohela is refusing to accept my final signature for PSLF forgiveness. They claim it is incorrect, however, it is clearly in the qualifying signature area as : '' A signature drawn by hand and then digitized and embedded in the document Aside from the physical signature option, XXXX XXXX XXXX allows you to provide the acceptable signatures mentioned above using its standard suite of electronic signature options '' I confirmed with the signer that this was the type of qualifying signature she used. Mohela is, once again, attempting to defraud me of my forgiveness. I have spent over 21 hours on hold or with their reps in 3 months due to incompetence like this. What working adult has that type of time?!?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64083
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 received a phone call XX/XX/ that there was a problem with my account at mohela.com. Mohela handles my federal student loans. Before the covid payment pause I was told that ALL my loans handled by Mohela.com ( as opposed to sofi.mohela.com ) would be going to income-based repayment and would be on the SAVE plan when repayment started. They have informed me that while 6 of my loans are on SAVE, the others are on Level. This is not what I was told would happen. All of my loans should be on SAVE. My monthly repayment amount has ballooned from {$2700.00} to nearly {$7000.00}. Of course, I am sure their plan is to capitalize my interest and not honor XXXX 's on-ramp to repayment. I am absolutely sick of these loan servicers and their dishonest handling of student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01945
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: Received bad information about your loan
Consumer Complaint: Re : Formal Complaint Against Moehla for Mismanagement of Student Loan Payments Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding the handling of my student loan by Moehla, a loan servicing company. I believe that Moehla has failed to accurately apply and report my payments, causing significant financial and personal distress. I have an account with Moehla. Over the course of my loan repayment, I have paid over {$12000.00}, as evidenced by bank receipts and transaction histories. However, following the transfer of my loan servicing to Moehla in 2020, these payments have not been reflected accurately on my account. This error has led to an inflated principal balance, increased monthly payments, and a rise in my interest rate. Despite multiple attempts to resolve this issue through phone calls and submitting proof of my payments, Moehla has not provided any response or resolution. The lack of acknowledgement and action from Moehla 's side has compounded the problem, leaving me in a financially precarious position and causing undue stress. I am hereby requesting the CFPB 's intervention in this matter. I am seeking the CFPB 's assistance in ensuring that my payments are correctly applied to my account, my account balance is adjusted, and my interest rates and monthly payments are returned to their proper amounts. I trust that the CFPB will understand the severity of this issue and take appropriate action to rectify the situation. I am available for any further information or clarification needed in this regard. Thank you for your attention to this critical matter. I look forward to a prompt and fair resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90802
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: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: This number has been leaving messages that include the line, this is an attempt to collect a debt, which I thought was not allowed. It is potentially disclosing a debt to a third party. Please Advise. XXXX XXXX
Company Response: Company can't verify or dispute the facts in the complaint
State: TN
Zip: 37076
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my final PSLF form in mid-XXXX. It has been over 45 days, which is the maximum processing time. My certified payment count was not updated. I called to check on the form, and they said the form was already processed, but they failed to update the count at all. They said it would be re-processed and completed within 5-7 business days. Several weeks later, nothing has happened. I should be done with PSLF, but now I am having active billing restart. They are past their processing deadline, and other people I know who submitted later than me already got their counts updated. I don't know what else to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an IDR application to MOHELA on XX/XX/2023. They failed to process it and it was listed as a pending status up until last week. Now it shows 'cancelled '. I did not cancel the application. I called MOHELA and was on hold for 2 hours and 17 minutes. An agent was unable to help me and offered to transfer me to a supervisor. The next thing I knew the call was disconnected. It is impossible to get basic loan information and services from MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2024-01-10
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: On XX/XX/XXXX, after several weeks of trying to get through to a my loan servicer, MOHELA, to request a refund of payments made during the Covid Forbearance, I was given inaccurate information regarding my payments made during the Covid Forbearance. I had been calling to request a refund of those payments, which per the CARES Act, I am eligible to receive a refund of. The XXXX MOHELA incorrectly told me that the payments I made would be counted as " Paid Ahead '' and be applied to my future student loan payments, this was inaccurate. I had requested a refund of the payments I made on XX/XX/XXXX of XXXX during the XXXX forbearance, this request was not properly sent for processing. Now for several months I have had to sit on hold with MOHELA for hours on end to be told that my request is being submitted, then when I follow up we find out it was submitted incorrectly or to the wrong department at MOHELA. This has happened on numerous occasions. I feel that my request is not being submitted properly and that the inaccurate and misleading information I received is preventing me from receiving the refund of the loan payments made during Covid forbearance. MOHELA needs to ensure that my request is honored and sent to the XXXX. of XXXX, they are the servicer who mishandled my request and gave me inaccurate information regarding the payments made during the forbearance. I am having great difficulty getting through to anyone at MOHELA and or the XXXX. of XXXX that can resolve this issue, this is no fault of mine. Neither MOHELA or the XXXX XXXX XXXX are properly staffed to provide borrowers with adequate service in a timely matter. MOHELA has made no effort to correct this mistake by contacting the XXXX. of XXXX directly and/or having it corrected via special channels. Each entity has referred me back to the other on XXXX occasions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
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 work at the federal government and Im in PSLF. I have 118 qualifying payments andXX/XX/XXXX was suppose to qualify to be eligible for employment certification to make it XXXX. I called today and was told that they are aware that XXXX is not populating in the eligible payments and will be fixed. When I checked they put XXXX in the ineligible payments. I asked when will it be fixed and the person that helped me can not provide a timeline or when it will be done. Im two payments away from forgiveness and I dont trust mohela and I want my XXXX month to count. I want my account to be updated properly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
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: Problem with customer service
Consumer Complaint: Starting XX/XX/, I sent emails to MOHELA for repayment of student loan payments also tried to upload documents for the Public Service Loan Forgiveness application. I was not able to upload the required verification documents. I created an account as the US Dept of Education directed me to. I sent numerous emails that were not answered. I received two back one from each stating they would get back to me with a response. As of this date, I have had NO response from either agency! I have no idea where my loans stand, and no repayment plan. I have got NO HELP from anyone!! Im angry, as the interest keeps accruing interest. I need assistance and guidance in the process. Absolutely no communication from MOHELA or US Dept of Education!! Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A