Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Repeated attempts to contact Mohela to both gain information re : my student loans that they managed, and well as to request account updates, have resulted in zero responses. The loans they serviced were federal DL loans. During the pandemic, I made payments towards, and paid off in full, student loans that were held/managed by Mohela. These payments were voluntary, and not required, as they fell within the parameters of the interest/payment pause beginning in XXXX of XXXX. Since the initial announcements by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have made multiple attempts to contact Mohela to confirm the amounts I paid during the period of interest/pause, and to request a refund of said amounts in order to take advantage of the forgiveness. Despite stating to a response will be issued within 3 business days of messages being sent, I have yet to receive any response from Mohela to messages I submitted on the following dates : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX ( I just sent this today ) In addition, I have spent more than 12 hours on hold over the span of 6 different phone calls, and as of today, they are " not accepting calls ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've tried to call my lender Mohela, wait time is over 3-4 hours long and get disconnected. Emails take 3-4 weeks and are copy and pasted information than answer specific questions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 564XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called originally on XX/XX/XXXX, too submit a refund on a loan payment I made in XXXX of XXXX. Representative told me it would be 7 business days for a refund and I asked her to update my phone number and address on file. Called back on XX/XX/XXXX since I had no update, took me 8 hours on hold to wait to talk to someone. She said my address was never updated and she had to update it again! Asked if there was an update since it was almost a month and I havent received any update. She said there is no new information she would provide too call back in the middle of the month and see if anything has happened. I dont have all day to be waiting on hold too talk to representative. I still have too this day not received my refund or an update. Emailed MOHELA and no response on their behalf and its been over 2 weeks that I sent that email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am seeking loan forgiveness within the PSLF program.I filed over 100 days ago now and counting. I have well over 15 years of eligible payments and Mohela, who now owns my consolidated loans, is non responsive and slow to evaluate my request. It has taken 3 months just to verify my employment was eligible, something that literally takes 5 minutes online. They are now taking months to evaluate eligible payments, something that again I as the customer can do online within 15-20 min. Mohela has given no timelines for resolution, only that it takes up to 90 days which they have exceeded. It is impossible to get someone on the phone, with call wait times now over 2 hours with the new federal forgiveness program being implemented soon. Mohela clearly cant keep up with the volume of calls, and now I am concerned that my request will just get pushed aside with all the new requests coming in for forgiveness this month. I just want this to be completed in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I was making payments on my student loans through an income based repayment plan when I returned to graduate school in XXXX. I was placed in an " in-school deferment '' without consent. When I called to inquire, I was told this was a mandatory process and that I " could make payments but why would you? '' I was young and did not understand, so I trusted the rep. My loans changed hands so many times, it was impossible to argue the situation. I finished my degree in the summer of XXXX and was still stuck in that forbearance until XXXX of XXXX. The hassle of getting out of deferment was more complicated and I left it alone. A few years after graduating, I went back to school in XXXX and again my loans were put into an " in school deferment '' during the COVID-19 pandemic. The loans again changed hands before I could resolve the issue. As a result, I do not get credit toward Public Service Loan Forgiveness for months that forbearance was forced upon me without my consent. Because my loans have changed hands so often, I can not even remember who had my loans at each point in time. I know I have had loans through XXXX XXXX, XXXX, XXXX, and more. They are now owned by Mohela since I am working toward Public Service Loan Forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans were paid off with Mohela on XX/XX/XXXX. I also made payments in XXXX during the CARES act student loan pause. My goal is to have all student loan payments made during the CARES act pause reinstated to my account so that I may apply for the {$10000.00} in student loan relief. My loans have only been serviced through Mohela for this entire time period. XX/XX/XXXX - I submitted a request for a financial summary of all payments made during the CARES act pause. XX/XX/XXXX - I called Mohela and requested that all student loan payments made during the CARES act pause starting in XX/XX/XXXX be refunded to my account. I was told this was in progress and it would take 30 - 45 days. I requested written verification be sent to me and they told me they could not do that. XX/XX/XXXX - I received the requested summary requested XXXX in my inbox on the Mohela site. It shows the balance going to XXXX for one loan ( that I paid off in XXXX ). For the second loan, it shows no payments after XXXX and does not show the balance going to zero. This loan was paid off in XXXX. The last page says " Financial Activity Summary Continued on Next Letter '' but there is no next page. I can see on their website that my last payment was made in XXXX ( have screenshot ). XXXX - I have not received a refund of any payments. I called Mohela and was prompted to enter my account number or SSN. I entered my loan number and the automated calling system is now saying they can not find me in the system and hung up on me. I called again and tried entering my SSN and same thing happened. I then sent a message to Mohela through their communications portal outlining the above. They have not responded. XX/XX/XXXX - Tried calling again to see if there was a glitch in the system last week. The automated system gives me the same message that they can not find me in the system via either my loan number or SSN and automatically hangs up. I can still log in through the Mohela website and see all of my account details. There is no email address for Mohela on their Contact Us page and they have made it impossible to connect with them. At this time, they are refusing to refund my loan payments made during the CARES act payment pause. These are all federal loans. This is time sensitive due to the deadline for the The XXXX Administrations Student Debt Relief Plan. I am going to lose thousands of dollars due to the fact that they are refusing to comply with both their policy and the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78758
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called my student loan servicer Mohela on XXXX the XXXX to request a refund of some of the payments I had made during the pandemic. It took me over 2 hours to be connected to an agent, but I was told that I would be refunded in 30 days. I was told there was no receipt or confirmation email they could send me to confirm this request. I was one of the student loan recipients whose loans were transferred from XXXX XXXX to Mohela over one year ago, for context. On XXXX the XXXX, I called for an update to the situation as I had received no word or refund. I was connected to an agent after another 2 hours on the line and they stated that the loan would be reimbursed in 90 to 120 days from that call and that they were unable to help in any way with confirmation of this as my loans were not visible to them because I transferred from XXXX XXXX. The agent stated that they didn't have my records from the company after my account was supposed to be transferred over a year ago. I contacted XXXX XXXX on XXXX the XXXX and they stated that they no longer had my loans in their jurisdiction either. I am trying to get student loan forgiveness on what I paid and am being told that there is nothing either company can do to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80516
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I contacted MOHELA on XX/XX/XXXX asking to have the payments I've made since XX/XX/XXXX refunded. I didn't receive a response. I called a few days later to follow up and was told that they will put in a request to reopen the loans and refund me all of the payments I've made since XX/XX/XXXX. They didn't give me a confirmation email but did mention it can take up to 30 days to process. I followed up again on XX/XX/XXXX by phone and spoke with XXXX, who let me know that my request was put through on XX/XX/XXXX. I still have not received the refund and there are no changes to my online MOHELA account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94121
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I am currently in graduate school and have been for the past XXXX and XXXX years. I have applied for deferment with Mohela numerous times and had been given the run around since XX/XX/2021. My XXXX (? ) loans are finally in deferment but despite me asking NUMEROUS times about why my cash loan continued to be require payment I was never given a real answer. It was not until I called this month and spoke with someone again that I was told there was a specific cash loan application ( This was new information to me ). I immediately had my school provide yet another deferment application despite having already providing documentation that I am in school full-time. I just saw they denied my deferment saying the account was 120 days past due. As I said, I have been trying to address this issues for almost and I have numerous emails on Mohela 's website showing my attempts to address this. I received notice this week they have sent my loan into default despite my attempts and providing proof that I am in school. I was denied the deferment despite finally being told that is what needed to happen. Can you please help?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80014
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I can not get in contact with someone at Mohela on the phone to request a refund as part of the student loan debt relief program. There was an automated message that they cant take phone calls because of the new announcement of the program. This is a timely issue given that I need my student loan refunded to apply for loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A