Date Received: 2024-02-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: MOHELA sent a letter dated XX/XX/2024 that states loan sequence 11-15 are satisfied and that I have no obligation or required to make any more payments. The loans are still appearing on my account and I wish to have them removed because I am about to retire and do not need any obstacles.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX my federal student loans got transferred to Mohela from XXXX. I had submitted a XXXX form to my prior loan servicer so when it transferred to Mohela, I reached out to them to make sure my XXXX transferred as well and they assured me it did and they were processing it. By XXXX of XXXX I hadn't heard anything further which was weird to me because I believed I all ready had qualified for forgiveness because I have been a public servant for over XXXX years with the same employer ( XXXX ) and made over 120 qualifying payments. I decided to reach out to them again in XXXX of XXXX and they said there was a problem with my XXXX form and they needed wet signatures because the signatures on the form weren't legible. This was also weird seeing as how I had copies of the form and both signatures were clear and legible but I submitted a new form per their request and physically got the signatures from my employer. I faxed and emailed the new form in XXXX of XXXX and was informed they received it and would take time to process. I decided to be patient and take their word for it. By XXXX of XXXX, payments were to resume and I got a letter stating I would need to start making payments again. By this point I as confused because through the XXXX program my loans should have been processed for forgiveness and its been years and they have not been. I reached out to the student federal loan website and filed a complaint with no resolve and was told to reach out to Mohela yet again. In XXXX of XXXX, I sat on the phone waiting to get through to someone for XXXX hours. Finally I got through to someone and they said my form wasn't processed because the signatures weren't legible. Floored, because I've now sent this form twice where the signatures were clear, I asked them what I should do next and they informed me to have my form electronically signed. So in the first week of XXXX of XXXX, I sent a third XXXX form, this time with electronic signatures. My employer got the email to sign it from the federal student loan website, signed it, and sent it back. She even sent me proof of doing this. The website still said they were waiting on my employers signature so I again called them and was put on hold for XXXX hours. When I got through, I spoke to a trainee who couldn't understand why my loans hadn't been processed for forgiveness and she said it was because I had duplicate forms which showed overlapping employment. WHAT!?!? I have worked for XXXX, the same agency since XXXX and it is now XXXX, and Mohela told me to submit new forms because of unclear signatures, now thats a problem? She explained that it was a computer issue and she would get me connected to an agent to fix this computer error. I was then placed on hold for another hour, and finally an agent got on the phone. She then informed me they only had record of the one form I sent in XXXX of XXXX. That is until I told her I had paper trails of the form sent in XXXX, again in XXXX, and again in XXXX and transcripts saved of conversations with MOHELA and the federal student aid website and would be more than happy to send them to her for proof. She then began backtracking and put me on another brief hold. When she got back on the phone she had miraculously found my original form from XXXX and didn't know why it was denied for signatures because according to her the signatures her clear and she could read them perfectly fine. She then corrected this error, and my payment count was brought to XXXX payments which shocker qualifies me for loan forgiveness through XXXX with my XXXX years of service to the public. My account was put in a default forbearance and now an administrative forbearance with interest still accruing. That is where is stops. The payment count on their website reads that I have made the required qualifying payments and my employment has been verified and my employer for the last XXXX years. I have had no further correspondence, can not get through to them, and they say my loans will start to need to be paid again beginnning in XXXX when my forebearance will end. How are they getting away with this? I HAVE MET ALL THE REQUIREMENTS FOR A PROGRAM THAT BEGAN IN XXXX. I HAVE MADE XXXX PAYMENTS OVER XXXX YEARS WORKING AS A PUBLIC SERVANT FOR THE STATE OF NEW YORK. I HAVE FILLED OUT EVERY FORM AND MET EVERY DEADLINE AND NOW I AM PENALIZED FOR THEIR PROCESSING DELAYS FOR YEARS NOW, IT IS CRIMINAL!! Maybe this complaint will be the one that is taken seriously, and something will be done. If nothing comes of this, I have all ready found a class action suit against Mohela from two other individuals that have dealt with the same thing. I guess my next step is to find a lawyer and file another suit against them with a few more than two people I know experiencing the same thing. They are loan sharks and what they are doing is against the law. Do better Sincerely, A law abiding citizen
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a letter on XX/XX/XXXX that indicated I would need to recertify my income by XX/XX/XXXX to stay on an Income Driven Repayment program. According the the federal Student Aid website, if your recertification falls before XX/XX/XXXX, all recertification dates should be pushed back by a year. I have called and spoken to various representatives at MOHELA, and many of them tell me that I no longer qualify for the pushback because XX/XX/XXXX is a " soft date '' and my actual recertification is sometime in XXXX. However, nothing on their website indicates this date on my account nor in any paperwork issued to me. About a month ago, another date ( in addition to the XX/XX/XXXX date ) popped up on my account as recertification required by XX/XX/XXXX. No one I speak with on the phone knows what this date is or can comment on why it's now on my account. This date would also make me ineligible for the one year pushback. Not only this, but when I emailed them about this issue on XX/XX/XXXX they did not respond until XX/XX/XXXX with " we see you spoke to a customer representative and have resolved this issue '' although it was never resolved. MOHELA has not provided timely services nor are they providing accurate information as each representative I talk to has wildly different information or advice. They have told me a number of times my date would be changed, but have not honored that since I spoke to them about it in late XXXX. Since that time I've been told that I do qualify for the pushback, that I do not qualify for the pushback, and that I " might " qualify but I have to wait until XX/XX/XXXX to know for sure ( and if it is not fixed, they estimate my payment will become {$5000.00} a month which is not something I can afford. Lastly, they are not honoring what is posted on the federal student aid website, nor honoring dates indicated on paperwork they issued to me on their letterhead. There are many, many others with this same issue. We will all be financially penalized and risk defaulting on our student loans given misinformation and inconsistent information provided by MOHELA if they do not get their act together.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made 120 qualifying payments in my student loans. My prior servicer ( XXXX ) placed me in forbearance on three occasions because they couldn't process an IDR payment within a month. I was ready willing and able to make those payments and tried multiple times to have them corrected. Mohela has also not worked with me to correct those missing payments. I have been working for the federal government since XX/XX/2013 and have never missed a payment. My loans should be forgiven. Mohela is telling me that I need to make 4 additional payments at a much larger amount. This is wrong according to department of education rules and I should already have my loans forgiven now. I submitted PLSF certifications multiple times. I also submitted a department of education complaint and heard nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32607
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is THE most incompetent company I have ever had the displeasure of dealing with. 1. Some phone numbers listed on the contact us aren't even correct : XXXX - what even is this? Why was a woman trying to tell me I qualified for a device in case I fell and needed help? I hung up. ( And yes I triple checked to be sure I dialed the correct numbers ). 2. Once you find the correct number to call, you are forced to listen to an obnoxiously long automated voice without ever giving an option of speaking to a representative. You have to select a number that doesn't apply to you, just to listen to more nonsense, before suddenly being transferred. The wait time is ASTRONOMICAL. 3. THE INFORMATION IS DIFFERENT DEPENDING ON WHO YOU SPEAK TO. I do not need to explain how wrong that is. 4. Most people are in training, and no one who can actually help is ever available. I was on hold for over 40 mins and had to hang up before I got to speak to the " senior representative '' who was going to talk to me about forbearance while await PSLF to go through. No one has time to be on hold for that long, especially without the option of a call back. 5. The customer 's account page is a joke : a. why would my account say I'm in " good standing '' when really it just means my consolidation hasn't gone through? b. why would all my balances say {$0.00} when really it means my consolidation hasn't gone through? c. WHY ISN'T THERE A NOTICE ON MY ACCOUNT THAT EXPLAINS ALL OF THESE THINGS RATHER THAN FORCING ME TO CALL AND SUFFER THROUGH THE MOHELA EXPERIENCE TO HAVE A REP WHO IS MOST LIKELY IN TRAINING TRY TO EXPLAIN IT ALL? d. why does my IDR consolidation application say " canceled '' on my documents received page when in fact it means it was " manually processed '' WHY DOESN'T IT JUST SAY " PROCESSED ''? 6. It takes way to long for someone to respond to a message- about a full month or longer in some cases. 7. No one is reaching out to customers to share one time account adjustment info. If you happen to suffer through calling Mohela and actually getting to speak to a minimally competent representative, ( and if you're lucky - like I was ) you may be told that your remaining loans that you were always told weren't eligible for PSLF ( or they would be but would start back at XXXX ), actually are now if they're consolidated. I took it upon myself to tell other borrowers I know all this. They looked at me like I was crazy bc WHY HADN'T THEY HEARD ABOUT THIS FROM PROFESSIONALS? It's really not difficult to have accounts accurately reflect what is happening for the customer. The need better ACCURATE COMMUNICATION : " hey, we saw you applied for consolidation - here 's what's going to happen to your account in the meanwhile... ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97219
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Monthly payment changes- says I have to pay $ XXXX a month. When I spoke to a representative on the phone, they stated my monthly payment should only be closer to {$200.00} a month. On top of that, interest started and they didnt bother to notify it would be starting back up. PLUS everytime I try to renew my XXXX, somehow my documents dont get submitted when I was approved the first time Ive applied. My employment is federal, and I should have my payments approved for XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89115
Submitted Via: Web
Date Sent: 2024-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had a statement generated XXXX XXXX with a due date in XXXX. I paid on XX/XX/XXXX before the bill was due. After the bill was due I received a new statement saying the due date was missed and I now have a past due amount. The statement even shows my payment was made in time. I called mohela and the said the payment went straight to the interest because I paid too early. I pointed out that I paid on time not early. They said the would correct it in 5 to 7 days. I was told at that time not to pay until it was fixed. A week went by and it still showed past due still. I called again and the agent said my payment should have happened because of forbearance and it takes 30 days for XXXX to fix the account. I asked them about my next payment and they said to go ahead and pay. However I mentioned how the manager before said not you pay yet. I was then put on hold to while they confirmed what to do and then they hung up on me while I was on hold. On top of that I keep getting messages about being past due. And my previous email inquiry was ignore and met with a past due noticed, I responded to that message and got a generic repayment help email from them. 30 days to process is insane, and the customer service sucks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 59601
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/24 Mohela contacted me and told me I would be receiving a new servicer for my student loan. I transferred to another school and they then delayed the transition to the new servicer, for no reason and waited until a new loan was disbursed then sent me another letter that they refused to properly transition my account. They sent me misleading and inaccurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My servicer Mohela created duplicate erroneous loans in my name. I had a loan consolation that was successful on XX/XX/XXXX with a total of about $ XXXX in a sub and unsub loans ( XXXX and XXXX ). Then, around XX/XX/XXXX, I found out about the duplicate loans created at XXXX by Mohela ( loans XXXX, XXXX and XXXX ). I filed a complaint on XX/XX/XXXX with XXXX Ombudsman and contacted both XXXX and Mohela notifying them of the issue. Since then the duplicate loans were transferred back from XXXX to Mohela, but they haven't resolved the duplication that they created and keep trying to consolidate the erroneous duplicates instead of cancelling them out. Further- the complaint I filed with Ombudsman was closed without contact or resolution. This has been going on for months and has erroneously added approximately $ XXXX + interest to my apparent overall debt load. It is astonishing to me how poor the internal controls are that no one at XXXX, XXXX, nor Mohela have caugbt these egregious errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22556
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE plan on XX/XX/XXXX and never heard anything. On XX/XX/XXXX I got a message about a processing delay saying no action was needed by me ( unless a payment was due ). On XX/XX/XXXX I got an email saying my account was put into administrative forbearance. Then in XXXX, XXXX, and XXXX payments were auto-withdrawn from my account for my IDR amount. There has been no movement on my SAVE application and they took my account out of administrative forbearance. I was never notified of the status. I called today and was told my application was stalled because they were unsure if my loans qualified for SAVE ( they do ). They escalated the application and put my account back in administrative forbearance. However said that this forbearance will not count towards my forgiveness. It is my understanding that it should count as this is an error on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2024-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A