Date Received: 2024-01-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: MOHELA reported my account as delinquent and shows a late payment. My account has NEVER been late and is certainly not delinquent. This is ruining us closing on our home purchase. I have spent several hours at a time on multiple occasions trying to reach a live agent to help me. The few times I actually reach someone after a two hour plus hold time, they transfer me and the call drops. I have tried emailing and messaging with no response. MOHELA is literally ruining my life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made payments towards my loans and they applied the payments to interest that should not have existed on my account. They only remedied this when I called it out to them on a phone call with their agent. There wasn't an acknowledgement of their error. I keep meticulous records of my payments but their website does not provide much for clarity on my payments and how they are being applied. I do NOT have confident in them being an adequate loan servicer for my loans and they will be a detriment to my success in repaying my loans. They are so terrible that the Department of Education publicly withheld payment for services because they were not able to accurately return millions to repayment, me included. Same issue as before where they still haven't paid out on the legislatively guaranteed refund of XXXX payments : Called to request refund of payments made during the XXXX forbearance on XX/XX/XXXX. Was told they needed 90 days to process the request. Followed up for status check to confirm that request was still happening on XX/XX/XXXX. Followed up for status check and was told it was still being processed on XX/XX/XXXX. Followed up for another 30 day status check and was told that it was still being processed on XX/XX/XXXX. Had figured that the refund would occur by 120 days since request. Called again for update on XX/XX/XXXX and still was told they needed time to review. They could provide ZERO clarification on what the hold up was. Called on XX/XX/XXXX. Was told that it could be escalated upwards and a resolution should be expected in 30 days. On XX/XX/XXXX, I was told it could be escalated up and I would have a resolution in 30 days. I have heard nothing. I sent a messages via their portal and was told to call them again for follow up on XX/XX/XXXX. I sent a previous CFPB and they finally responded that I would have a remedy from XXXX days after XX/XX/XXXX ( a year after the initial request ). I called them XX/XX/XXXX for an update and was told they would escalate it upwards. It is XX/XX/XXXX, nearly 16 months after the initial request. Still waiting for the request to be remedied and the refunded money that was legislatively guaranteed to me to be paid out while I still have bills and missed opportunities for investing this money myself. We are over XXXX business days from their initial letter stating that they were sending it to the treasury.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55418
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I have several issues with Mohela but I'll stick with the major issues as of right now. 1. I filed to have my loan switched from XXXX to XXXX in early XXXX. They received my application on the XXXX of XXXX ( I thought early XXXX but I was incorrect ) but they have failed to switch my loan. I have called them several times, and the customer service people keep telling me that the switch should take 5 days, that they've " escalated this, " they don't know why it's taking so long, issue, '' but yet nothing has changed. The difference in payment is over $ XXXX and they've costs me several XXXX of dollars at this point. I moved to the XXXX plan because Mohela told me I wouldn't qualify for PLSF otherwise. I stayed on the plan for a few months, then spoke to XXXX, and they told me that this advice is false. This means that Mohela is hiring and training people who uniformly either don't understand PLSF or that Mohela has specific people who are providing incorrect information. Either way, this has cost me money. I have reached out to Mohela via email and phone and their response rates are terrible via email. I just received an email on XX/XX/XXXX regarding an email I sent on XX/XX/XXXX. The email explains that I should receive a response in 15 business days. This is an outrageous amount of time to wait for an email reply. They are basically saying that it takes them over a month to even acknowledge my email. I've never heard of a company needing over 2 months to respond to customers. I also contacted XXXX ( case # XXXX ) on XX/XX/XXXX and they have not responded. My case says pending and when I called to inquire about a timeline they said they do not have a timeline for the case manager to respond AND that they also don't have a timeline for when the Ombudsman will reach out to me. I am being defrauded and failed by Mohela and XXXX is also failing me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX My loans were placed into administrative forbearance with Mohela due to miscalculation of payments and how much was owed. My loans are accruing interest to this day even though they are supposed to be in forbearance. XXXX XXXX Mohela is saying that I missed my XXXX payment when it was paid ( with bank statements for proof ). My loans are still accruing interest. I have all paperwork from Mohela and emails. I have spoken to the company many times being dismissed or not reaching a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 188XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My recertification date is XX/XX/XXXX on XXXX XXXX. However, under their guidance on the student loan pause, XXXX says " The earliest you could be required to recertify is XX/XX/XXXX. On your account " My Aid '' page, you may still see a recertification date that is earlier than XX/XX/XXXX. 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. '' Based on this guidance, my recertification date should not be until XX/XX/XXXX as it should be pushed out a year after XX/XX/XXXX. I filed my taxes married filing jointly based on this guidance. Otherwise I would have filed married filing separately to get a lower monthly payment. My payment will go up by over {$1000.00} a month based on this incorrect information, which I can not afford.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Submitted SAVE plan in XXXX and it is still pending- Mohela XXXX not communicate any information/a timeline to me. I would weekly check to see the status without it moving. Mohela placed my loan in administrative forbearance without any communication that this action was taken. They then removed me and stated I had late payments without any communication. I have messaged Mohela on the following dates : XX/XX/28, XXXX, XXXX and have not received any responses. I have called Mohela on XXXX separate occasions and due to waits over XXXX hour, I requested call backs that I never received. The only callback I received was 2 days after my call on a Friday evening when I was unavailable. Mohela has still not communicated with me regarding my XXXX plan being processed and I found out today that I was placed back in forbearance without any communication. Mohela continued to send me past due bills while continuing not to respond to my messages and calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am writing to complain about the services I've received from MOHELA and the consequences of their poor customer service on my student loan balance, including my consolidation loan for XXXX degree and my XXXX XXXX. MOHELA delays and processing errors have negatively impacted my account and I request the current interest rate to be changed to zero and no capitalization. I wrote to formally request all interest from XXXX accrued to be removed from my account. This includes all interest that continues to accrue on my account in XXXX due to processing delays that are no fault of my own. The delays caused by MOHELA processing of my XXXX application on multiple occasions since XX/XX/XXXX have led to increases in interest that should be removed from my account. In fact, all interest that has been capitalized since XX/XX/XXXX needs to be removed. I have experienced incredibly long processing delays, relaying of incorrect information from MOHELA representatives over phone calls, instances of MOHELA representatives telling me I am on administrative forbearance when I have not been placed on it even after requesting it on many phone calls and being placed on hold for hours. I was also given incorrect information by a MOHELA representative during my consolidation application was being processed and was told via phone that ALL of my loans were forgiven and " no action is needed ''. This is not what is reflected in my account. Every agent I have spoken to has provided different information and I was incorrectly denied an IDR application. I have been asked to recertify income 4 times now in XXXX without any progress made on being placed on the appropriate IDR plan. Additionally, I should have been on an XXXX plan prior to my loans being transferred to MOHELA when they were with Great Lakes. Since XX/XX/XXXX I have spent XXXX hours on phone calls, emails, and documentation updates as a result of these inefficiencies and my account reflects this poor service with the increased interest added. Additionally, my PSLF forms have not been updated appropriately on my account, and my payment count is lower than it should be. I am documenting every conversation I have with MOHELA representatives in writing and will keep my records or conflicting information provided and I will be utilizing this information as I continue to submit documentation to support my PSLF forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97035
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My Borrower Defense discharge was finalized, and my refund has been sitting at a negative balance with Mohela for several months. I have requested a refund, and their customer service agents claim not to know why my account has not been processed. I submitted correspondence online on XXXX XXXXXX/XX/XXXX and XX/XX/XXXX, each time asking for an update or resolution. I called to follow up several times, and have not received any update. My case number is XXXX # XXXX. I was told to allow 14 business days for a response back on XX/XX/XXXX. I finally received a response on XX/XX/XXXX XXXX and they responded that they saw I called in, so they would ASSUME my issue is resolved. It is not resolved, and my balance is XXXX for several months now. This is my borrower defense refund, that Mohela refuses to complete processing for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I was in an income based repayment plan ( Repaye ) prior to the XXXX forbearance with XXXX which were transferred to Mohela. When the COVID forbearance ended I contacted Mohela and were told my loans were placed on administrative forbearance until they converted my Repaye loans to XXXX. They assured me interest doesn't accrue and there are no penalties and months count towards XXXX. In early XX/XX/2024 I received notification from Mohela that my loans were in default and they assessed me a penalty, without notice. I contacted them on XX/XX/2024 and was placed on their call back list which they did not call back. I called back again XX/XX/2024 and waited until I spoke to a representative. XXXX. I was told that the administrative forbearance was actually a processing forbearance which only lasts 2 months. This is completely contradictory to what I was told on my previous conversation. XXXX. The second representative ( supervisor ) told me the Dept of Ed was waiting on me to recertify my income. This is not true when I look on studentloans.gov. Additionally because I was on XXXX prior to COVID forbearance I do not have to recertify until XX/XX/2024. XXXX. I was told my income based repayment plan ( XXXX ) wasn't " transferred to them ''. This is out of my control. They did offer to rectify their error. XXXX. I got factually incorrect information regarding the processing of my application by the Department of Education, which is marked as complete. My husband and I were present for all of the phone calls I had with Mohela representatives and were both surprised with the contradictory information. We're both educated with graduate degrees and financially responsible. We are appalled that a federal loan servicer could be so inept. Talking to friends and reading anecdotal accounts it appears this is a wide spread problem which has been going on for months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela owes me a refund for the overpayment of student loans for my PSLF. I was forgiven last summer, Mohela representatives have told me over the phone that I am deserving of a refund and I shouldve gotten it in 60 days or something and recognize that I havent. Thats where the good will ends. You call and are told you will be talking to a professional but the professional has been told to pretend they are in training whenever someone asks about getting a refund owed to them. If you ask for a supervisor or someone who knows what they are doing they put you on hold for upwards of XXXX minutes. They XXXX do this a handful of times then give you a varying number or reasons they cant give you a refund. ( I have talked to at least XXXX people personally who have heard these excuses and been given the run around ). XXXX. You have to resubmit paperwork- no I dont. Its all on the website, the situation is visible to everyone involved but they want to keep the money instead of refund it. XXXX. This aint our job you have to call the department of education XXXX this is also an untrue. Mohela handled every part of the XXXX process. They are paid by the government to do that. XXXX. We dont know why you didnt get it but we cant make it happen- this is probably true but they refuse to put you on the phone with someone who can. I think I made XXXX payments too many. The last payment I made was I think between $ XXXX {$570.00} a month. XXXX XXXX and that is a lot of money for my family who is both public servants raising XXXX children on public servants salary. Please help, its hard being XXXX person against a corporation who has built a structure to subvert the duties for which our tax dollars are paying them to execute so they can keep peoples overpayments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23113
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A