Date Received: 2022-11-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2022, I received an email alert from XXXX XXXX stating I met the XXXX payment for XXXX XXXX and that no further payments were required. I contacted XXXX requesting a timeliness for this matter to report and they indicated I would be getting a payoff letter once my account was updated by US Dept of Education. On XX/XX/2022 the attached payoff letter was attached to my file. I have submitted this document to XXXX and XXXX and they have failed to report my balance owed as {$0.00}. The statement from XXXX and XXXX show {$0.00} payment due but have an outstanding balance of $ XXXX. I have contacted XXXX they show my account is closed with them and balance {$0.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-10
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: Loans transferred from XXXX to MOHELA. I qualify for PSLF and submitted for forgiveness under my waiver originally to fedloanand now it is with MOHELA. I have talked to two representatives, the first telling me that I should see an account update in 10 days, that was in XX/XX/2022. Then I got a motivation that I would have an update in mid to late XXXX without an update. I am missing counts from XXXX. I have submitted nimeroues account messages which are supposed to have a 3 business day response without response. I have been on hold for the ombudsman for hours without them answering. I have faxed a formal letter per the online instructions several weeks ago. I have filed 2 complaints with Dept of Ed ombudsman, who were supposed to call back but never did. Not sure how I can resolve this issue since no one responds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
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: 2022-11-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted a complaint to your company on XX/XX/2022 regarding issues with my current loan servicer Mohela. The complaint ID XXXX. The only response provided from Mohela was " more time was needed ''. My loans transferred on XX/XX/2022 with the required number of qualified payments ( XXXX ) from XXXX. The response provided my Mohela doesn't make any sense. My employment ( XXXX ) and payment history was already verified from the previous servicer ( XXXX ). There's nothing for them to do... but to process it for forgiveness. Now, I'm approaching 3 months in waiting with Mohela to process forgiveness. I have only been able to speak with a customer service representative once. That was in XXXX. I was told by the supervisor that my loan would be processed for forgiveness within a few weeks. I've made several attempts to call customer service again. However, I don't have hours on end to wait and listen to a pre-corded message that doesn't allow you to ever reach a person. I don't understand why am I waiting for loan forgiveness when I qualified for it in XX/XX/2022.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: MOHELA states on their website " XXXX XXXX Interest Rate Your interest rate is XXXX XXXX from XX/XX/XXXX through XXXX XXXX, XXXX. Payments made on or after XX/XX/XXXX were automatically adjusted. Payments are applied first towards the interest accrued prior to XX/XX/XXXX. The remainder is applied to the principal balance. '' On XX/XX/XXXX, I noticed XXXX XXXX interest started being charged on XXXX of my loans with MOHELA. I do not know the exact date the interest began. I have been trying to contact customer service as to why my loan is being charged XXXX XXXX interest when the XXXX XXXX interest rate and payment pause are to continue until XX/XX/XXXX. My loans remain in forbearance ; however, they have started charging interest. I recently completed a military assignment, which qualified me for XXXX benefits ( lowering of interest to XXXX XXXX ) ; however, there was no necessary adjustment since interest was already at XXXX XXXX. MOHELA has notified me of the end of my XXXX benefits via letters this week, but the end/beginning of XXXX benefits should have no effect during this interest/payment pause. MOHELA has not responded to my request on XX/XX/XXXX wherein I asked for the reason for the interest charge and asked for it to be refunded to me. Interest continues to accrue daily.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73505
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have called Mohela several times since XXXX. The dates I called them were XX/XX/14 on hold for 1 hour and 36 minutes had to hang up since I was at work no one never picked up. I called later that day at XXXX on hold for 1 hour and 50 mins no one ever picked up. Called later the same day on hold for 2 hours and 14 mins no one ever picked up. I called every day since then and had the same outcome. I called today after receiving my income based payments which it is now 10x higher then my previous payments which I clearly don't understand how because my family size has changed. I spoke to a representative at XXXX XXXX and explained the above information and maybe there is an error. I was told if the income based payment has to be reconsidered it may make me ineligible for the public service loan forgiveness. I asked where is it in writing she said it is on the XXXX website and I looked while on the phone and did not see it on the paper I signed to evaluate for income driven repayment she immediately became defensive and I asked for a supervisor she said hold and I was on hold for over 40 mins. No one answered or returned to give me an update. I submitted my documents for public service loan forgiveness over the summer to student aid and have not received an update from Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Below is an exchange with the company via XXXX XXXX. Following XXXX XXXX I sent a certified letter explaining my situation and asking them to reach out to me. I received a letter dated XX/XX/2022 welcoming me to the company, listing basic information and FAQs about the company, and my loan information. I was on the verge of having my loan forgiven prior to this company taking over my loan and prior to XXXX XXXX announcement and I am concerned that I will need to begin making payments again even though my loan should be XXXX at this point. HOURS waiting for a customer service agent is inexcusable. I do not know anyone who has the time to wait that long to speak with someone. Via XXXX XXXX : XX/XX/2022, XXXX AM Me- I HAVE BEEN LISTENING TO RECORDINGS FOR XXXX MINUTES!! How do I speak to a live person about my my account?! I tried to create an account online but it said I have already registered. When I clicked the forgot username and password, it said that info in not on file. Also, my account was transferred from XXXX XXXX and you have not reached out to me yet. XX/XX/2022, XXXXXXXX XXXX MOHELA - XXXX XXXX You will need to speak with us about account specifics as we can't discuss account details here via XXXX Thanks for your patience Me - Can you tell me how to reach someone I can speak with? MOHELA - After the recordings are done, your call is then placed in a queue and you will be transfered to the next available representative. It can take hours due to the heightened interest in loan forgiveness Me - Hours is not acceptable. If you were not prepared to handle the influx of calls, you should not have taken my loan. MOHELA - We are prepared, however, with the recent announcements about loan forgiveness, now all borrowers are asking and calling. This has created the large wait times. Me - Also my problem is with the website its self - I have never registered an account but when I try, it tells me I have but then when I try to retrieve the info it says I havent. Fix this IT issue and I wont need customer service. XX/XX/2022, XXXX PM MOHELA -Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA claims to be having my loans transfered, but months have gone by, and XXXX says they have received no requests. MOHELA has nothing in my account to indicate that I have applied for PSLF more than once. I applied for PLSF in XXXX and have followed up for 10 months with few answers. I spoke with XXXX on the advocacy team on XX/XX/22 and was told my application issues would be reviewed. He gave me a number to connect me directly to the advocacy team. When I tried to follow up, it was a non working number. XXXX I applied in XXXX. I spent months calling MOHELA and was finally told this summer that XXXX did not transfer my account, because they failed to verify my current employer of 13 years ( though it was on the application ). Instead of verifying it, they transferred it in XXXX so MOHELA would have to do it, but it still had not been processed at all and never showed on my account. I applied several more times to MOHELA starting in XXXX. There is still absolutely no record that MOHELA has received my application. It just says my loans are in good standing on the MOHELA site. After many, many calls, I spoke with XXXX who said that XXXX had my loans recorded as still being with XXXX XXXX. In reality, XXXX transfered my application to MOHELA and my loans to XXXX. He said they would review the application and get it moving. I never heard another word and can not get in touch with anyone at all. None of their published numbers actually work. They just have 15 minutes of recordings and then hang up on you. I'm ten months into my application and can not get any help or answers, and I'm being given false contact information. I call every week and no progress is made toward moving my loans. There is no way to monitor the pending application. My account has been blank for months. They have not even acknowledged the applications they say they have received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 717XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Good evening- my information was transfered from XXXX XXXX, and is showing in the Mohela site. I had a few issues XXXX XXXX was helping me with along with the ombudsmen team at student aid. My issue is, data is missing from my count, years are missing ( XXXX ) and there are also gaps within the subsequent years. ( post consolidation ) Also, some forbearance was accounted and others not during the PSLF waiver. I was waiting for the fall for the rules of the IDR waiver to apply and all the forbearance/deferment would count. I have sent mohela, emails for assistance with no luck. Cant get a live person on the phone. During those years my servicers was XXXX XXXX. I am not even sure if the DOE had done their final review. Can someone please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10040
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is suing the government thus holding up XXXX XXXX XXXX. MOHELA is claiming they will be hurt by this meanwhile they are hurting me. MOHELA knowingly purchase the debt of millions of Americans. And failed to properly staff and as result all my payments from XX/XX/2022 is not reflecting on my account, they hindering me from mortgage shopping in a competitive market. My employer XXXX XXXX has been making payments on my behalf, thus MOHELA is misusing federal funds. The money has been paid and I have paid taxes on it, yet my account is not up to date. Additionally my PSLF account is also incorrect. I have added multiple times, send emails, and spoke to a customer service rep. The lawsuit and the inaccurate information is impacting my life as wall as my future as I can not shop for mortgages due to my credit score being inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Submitted Employer verification form for XXXX on XX/XX/2022. Mohela took XXXX XXXX to process application and denied stating my employer entered an end data on the application. This information is inaccurate. The form has no end date and is clearly marked by my employer " Still Employed '' on full time basis and continue to work XXXX per XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A