Date Received: 2022-11-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Called Mohela XX/XX/2022, advised it was filed. Called XX/XX/2022, on hold for 2 hours, I hung up because 2 hours. Called XX/XX/XXXX, was told " it's filed '' and nothing beyond that. Also sent two secure messages through MOHELA portal, no return message.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94010
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX denied for XXXX XXXX XXXX XXXX XXXX XXXX ) because I did not have the " right kind of loans '' Received a letter XXXX XXXX stating I should resubmit application because requirements changed XX/XX/XXXX sent in current application for XXXX and was also encouraged to consolidate with MOHELA Both application and consolidation was done and processed in XXXX Checked Mohela 's website at the end of XXXX. It showed XXXX of XXXX payments qualified but the others had not. No change in XXXX of beginning of XXXX. Then mid XXXX I received a letter from them stating I was not approved for the XXXX because of employment and payments. I applied for a reconsideration with them and resubmitted forms showing my employment and payments. They sent back an email stating my employer was a qualified employer and I should call to look into this. When calling you can not get in touch with anyone and lately it says the call volume is too high to be accepting calls and just hangs up. I have taught in a low income parish and have had the same employer for over XXXX years and paid my XXXX plus payments to the same lender so I do not understand why it would say XXXX payment qualifies and the others do not especially after getting confirmation from the reconsideration committee that mine should go through and be approved for forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71457
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is in addition to complaint XXXX. The company still won't respond to my emails and now they have raised my payment to {$1800.00} per month, even though sent a document that state that our payment would be {$820.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My loans were transferred roughly 90 days ago and my account still fails to reflect how many payments I have made, or how many payments I have left before my loans are XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have requested a refund of payments made to my student loan during the Covid-19 forbearance period. I am due a refund of {$2600.00}. I have contacted my student loan servicer, Mohela, several times and have received no acknowledgement nor reply. Contact attempts : XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via Secure Message XXXX XX/XX/XXXX via USPS XXXX XX/XX/XXXX via fax XXXX XX/XX/XXXX via USPS I have received no reply to any of these contact attempts. I have received no indication that a refund is being processed. I have reviewed Mohela 's website to ensure that I am following proper procedure to request a refund. Their website simply states to " contact us '' to request a refund. Specifically, the site says, " If you made a payment on/after XX/XX/XXXX, and would like this refunded, please contact us. '' ( https : XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Ever since my loan has been transferred to MOHELA, I never received anything in the regular mail or email stating that anything was wrong. On XX/XX/2022 I decided to check my credit and seen a drop due to MOHELA. I'm like okay no-one has called or mailed me let me log in and check. Find out they are only sending statements to the message function in there website. Notices that are important to read and contact them about however, if you don't email or send some other type of notice at the very least you don't know that they are in there. So that is first not receiving notices how would I know nothing was wrong. I finally found the location to turn off paperless on XX/XX/2022 and hope that issue fixes itself however, I don't think any penalty 's or negative credit reporting 's should be placed on my records and also should be reversed since no notification was sent outside your system to notify me. Second, I reached out in XXXX to MOHELA when my loan was switched over and you immediately started charging me fees that XXXX who was my previous servicer had not. In fact I never even received a bill from XXXX. MOHELA said they had to get the updated contract from XXXX because you didn't even have a copy at the time to confirm the payment amount which to this day is still incorrect. Regardless I was still in school this loan applied to and applied for the In School forbearance until you could figure it out. That clearly did not happen as I am seeing MOHELA now says I am over {$1400.00} past due or $ XXXX per month which again if you would have sent me notice or called I could have talked about months ago. My monthly payments till the end of next year should be {$150.00} per the repayment schedule Which I have attached for your review. I am more than willing to make the {$150.00} per month payments however, you need your system adjusted to make the amounts correct so I can make payments.. It has been wrong since the loan was taken over by MOHELA and I have already reached out more than once to get this corrected. While i am looking to finish my XXXX XXXX next year i am not currently enrolled in school to apply for another forbearance while you get this corrected
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15132
Submitted Via: Web
Date Sent: 2022-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello : Today, XX/XX/XXXX XXXX informed me that my MOHELA account was reported on XXXX and in XX/XX/XXXX. Somehow this information plummeted my XXXX XXXX XXXX points! XXXX seems to think this is a newly opened account or something else erroneous. This account is currently being reviewed for loan forgiveness and PSLF. Separately, yesterday XXXX I filed a FASFA just to inform dept. of ed that I **may** consider requesting another loan for a XXXX program. Yet, I never applied for a loan. I don't know if this is what prompted some sort of alert, but the FASFA should not be read as an actual loan application. There should have never been a credit inquiry on this action at all. I give this information because the timing is likley not coincidental. I don't know what exactly has prompted my credit score to be negatively impacted, but I am asking Mohela to promptly submit a correction to all 3 bureaus. I have worked *extremely* hard to fix my credit in the past years as I am recovering from long-term illness, layoffs, and divorce. This is incorrect information and it is impacting my livelihood. Please correct this immediately. My credit score was XXXX with XXXX as recently as 2 days ago. I will be filing similar complaints with the credit bureaus, the dept. of education, the attorney general and any other entities. In one day my score was dropped XXXX points and I had no warning or any disclosure that this would happen. I have already submitted a dispute to XXXX on XX/XX/XXXX. At this time XXXX and XXXX do NOT show this negative action, but I presume they will eventually. Please alert them to not consider this action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my XXXX forgiveness application in XXXX of XXXX. My payment count was updated in XXXX with qualifying payments of XXXX. I called in XXXX and asked the customer service person if there was anything else I needed to do. She informed me that I needed to submit the spplication again for forgiveness. So I submitted the form again. I have checked on my application and my form has been canceled as a duplicate form. I emailed them as I am unable to get human on phone, to see where the process is at as my count of payments has met the required number for forgiveness. Their responce was I have employment certified through XXXX and Your employment and payment counts will be updated with every updated form submitted. If your XXXX application is approved, then you will be notified that the entire remaining balance of your eligible Direct Loans will be forgiven, including all outstanding interest and principal. My issue is my payment count was updated in XXXX and approved and yet my loans have not been forgiven and the additional forms resubmitted were canceled. I would like an update on my account as its been XXXX months since payment count was updated and approved. My loan should be forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97504
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Mohela opened a new account on my credit report today on student loans that are soon the be discharged through the PSLF despite not providing me with a single letter with my account information for the entire 4 months that Mohela has had my student loans. I've tried to call Mohela several times only to be on hold for 3 hours. I am in the PSLF program. I have been a XXXX XXXX XXXX with a single employer since XXXX, and applied for loan forgiveness at the start of the waiver in XXXX. My loans were transferred from XXXX to Mohela in XX/XX/XXXX. I've received multiple notices that they will contact me with information and that there would be a short delay, but that was in XX/XX/XXXX. I have still not received any information about my account. Three weeks ago, I used a help tool on Mohela to check the status of my PSLF. It shows that my form had been processed and that I would receive a letter in 7-10 days. A letter was never sent, and Mohela has not uploaded any new messages to my inbox. Mohela has had my account since XX/XX/XXXX, but has not provided me with any account information at all in the entire 4 months. Today, I received noticed from a credit reporting agency that Mohela has opened a new account on a loan that should have already been discharged through the PSLF program. Mohela should be well aware that my loans are soon to be forgiven through the PSLF program, and should not have opened a new account 4 months after they have had my loans and after they have failed for months to provide me with any of my account information. This is the second complaint that I have filed here, and still nothing has changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98133
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Student Loan Servicer, Mohela, Improperly Recalculated My Payment and Changed My Payment Plan Mohela improperly changed the repayment plan and repayment amount of my student loans upon receiving them from XXXX XXXX. Mohela wrongly assumed that my recertification deadline was missed because Mohela does not have any information regarding my successful IDR recertifications since XXXX, Mohela confirmed that they do not have information regarding prior successful recertifications from XXXX XXXX after XXXX. It is unknown why and the extent to which Mohelas information regarding my loans is incomplete. I received a letter from Mohela in which Mohela incorrectly states that the monthly payment amount for my income based repayment plan changed because I did not renew my prior IDR plan. Mohela also incorrectly states that my repayment plan has changed because I did not renew my prior IDR plan. I have been on the Income Based Repayment plan continuously since XXXX and have never missed a recertification deadline. My last required certification was in XXXX. The Cares Act paused all recertifications after XXXX, XXXX XXXX. I was not required to recertify in XXXX as my recertification date was XX/XX/XXXX which fell after the enactment of the Cares Act. I recertified prior to the deadline in XXXX and received confirmation from XXXX on XX/XX/XXXX ( see attached photos of XXXX letter confirming recertification in XXXX ). The Department of Education explicitly states the earliest you are required to recertify is XX/XX/XXXX. You wont be required to recertify before payments restart, and the earliest you could be required to recertify is XX/XX/XXXX. You may still see a recertification date that is earlier than XX/XX/XXXX on your account Aid Summary. We are working to get those updated, and we thank you for your patience. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. https : XXXX # when-to-recertify ). I have not been required to recertify since XXXX and the earliest date I will be required to recertify given my last required recertification date of XX/XX/XXXX will be XXXX of XXXX given the language of the Cares Act If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78731
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A