Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA in late XXXX and was told my loan payments made over the time of Covid dating back to around XX/XX/XXXX or XX/XX/XXXX of 2020, would be refunded within 45 days as per my request. I have yet to receive any of the money back despite having contact them several times by both email and phone. It is imperative that they return the money back to me because as it stands, I am in desperate need that money. They do not have the right to hold the money any longer, and it frustrates me beyond words to know that theres still holding onto it, not making any effort to pay it back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79423
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I've tried for countless hours to contact Mohela, they never answer the phone or I'm sent in endless loops of phone tree menus. I need to speak to someone regarding my term in lending original documents. Please tell Mohela they must step up and do better!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I took out XXXX XXXX XXXX to finish my XXXX and XXXX XXXX. I graduated XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. ago. My loan started out as {$79000.00} and is currently {$100000.00}. I have paid every since then. When I exited college, no one talked to me about how to appropriately choose payments that would pay off my account.We struggled financially as a XXXX XXXX XXXX so picking the one of the lower payment was our choice. We knew it would take a little longer but we assumed that the balance would go down and we could change it along the way when things got better. My husband was laid off twice, so I took a forebarence for a year... again no one talked to me about how much my interest was or talked to me about getting me on another plan. When ever I would call to speak with someone, I was always left confused because I don't think they really knew what they were talking about. I've been a XXXX XXXX XXXXXXXX for XXXX XXXX XXXX XXXX so once I learned of the XXXX XXXX I began applying, each time was told no I was missing something, we need a copy of your income tax form, and two years ago I heard " you need to have 120 payments but your plan is okay '' then it was " you are on the wrong payment plan ''. When I tried to get details about what they meant, I still didn't get any clarity to this question. Each time I called, the rules of the game changed! The last time I wrote to XXXX and was rejected I asked for something in writing so I could have proof, and something tangible to follow. I never received that letter. Mohela then took over and I have spent months jumping through hoops. I included every piece of correspondance with XXXX and a copy of my payments. I was so happy to see that it didn't matter about what payment plan I had been on, if I had a forbearance in the past, and suspended payments because of COVID counted. Bottom line is I've been on a payment plan for XXXX XXXX XXXX XXXX XXXX and my debt didn't go down even by a penny, it increased by {$24000.00}, making my balance increase to {$100000.00}! I don't know about you but something is seriously wrong with this picture! I I just received an email from Mohela leaving me with 43 payments to still pay and because the payment had to be income driven, my payment has more than doubled!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX I calle din to request a refund of the student loans that I had paid off after COVID pause, XX/XX/XXXX and on. They said they didn't have my payment history because my loan was transferred from XXXX in XX/XX/XXXX. They said it would take a couple of weeks to get the info from US DOE and then they could issue refund. It would take XXXX days for me to receive a refund. I called on XX/XX/XXXX because I haven't seen any change in my Mohela account or on student aid.gov. I called at XXXX and after XXXX mins the system hung up on me. then I called again at XXXX and was on hold for XXXX hours and XXXX mins ( XXXX ). The CS rep was very courteous, polite and professional. But she was unable to see any updates on my account. She only saw that the call that I had made on XX/XX/XXXX and no updates notes after that. my payment history to XXXX still had not been updated. Then she told me that it would be another 30 to 90 days before I would get my refund. I don't even know if the refund has been submitted. I have nothing in writing confirming such and now they are telling me to wait another 30 to 90 days?? I don't understand what is going on and I definitely don't have another XXXX hours to spend on hold. Please help me get an update and accurate timeline. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am a PSLF eligible borrower who has been employed in public service for a year. I moved to a new public service job on XXXX and filed a new certification reflecting this. On the XXXXXXXX XXXX XXXXXXXX, I received correspondence from MOHELA that showed I had not made any qualifying payments, in direct contravention to the DOE guidance regarding PSLF payments during the payment pause. I tried calling MOHELA and had to wait through 10 minutes of recorded information without the option to speak to a representative. The call then automatically terminated. I called again at a different number and was given a wait time of 180minutes. I waited for about four hours ( until about XXXXXXXX XXXX est on the XXXX ) at which point my call disconnected again without connecting me to a representative. I just want to correct the obvious error in number of qualifying payments, but customer service if unreachable
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela. Requested refund on XX/XX/XXXX. Said it would take 30 days. Called back XX/XX/XXXX, waited HOURS on hold, for them to say it should be soon. Called back & now its 60 days!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am eligible for a student loan refund from Mohela as part of the Biden administration student loan forgiveness program. I called on XX/XX/2022 and was told my refund request was approved and I would receive a refund within 30 days. When I still had not received a refund by XX/XX/XXXX, I tried calling Mohela 6 times throughout the day and their customer service number had a busy signal ( others were having this issue as well ). I messaged Mohela through their portal on XX/XX/2022 asking for a follow-up on when would receive my refund and they never replied. I tried calling Mohela 's customer service phone number and their automated messaging system told me that I am not eligible to speak with a live representative. I sent another message to Mohela through their portal today, XXXX XXXX, 2022. Please let me know if you need any further information from me. It has now been 45 days without payment when I was promised 30 days, and Mohela refuses to return my messages or answer calls.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97213
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
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: I discovered that some of the information on my credit report was incorrect when I reviewed it. Sections 609 ( a ) ( 1 ) ( A ) and 611 ( a ) ( 1 ) require the XXXX credit bureau to validate these accounts ( A ). This is not a duplicate nor is this complaint being filed by a third party, I am filing this complaint myself. Please see this complaint is processed to the letter of the law. It is not permissible to fail to validate the following reporting accounts as unverified information without providing any proof within the time frame specified by law. My credit report includes the erroneous information that needs to be investigated and update : XXXX XXXX XXXX XXXX XXXX AL XXXX, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$22000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$24000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$12000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$23000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : $ XXXX, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$11000.00}, MOHELA/DOFED XXXX Date Opened : XX/XX/XXXX Balance : {$1300.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: HI All, I have been trying to get in contact with the customer service team at MOHELA, which is a student loan provider. They are unattainable and their wait times are hours long. I have waited 3 + hours on the phone. No one responds and the line just suddenly cuts out. My complains are urgent. This is very frustrating, it has been days and I have not been able to get to them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello. I recently transferred from XXXX to Mohela. I've had 120 qualifying PSLF payments since XX/XX/2022. I have tried almost daily to call Mohela to ask if I either ( a ) should just continue to wait for final forgiveness, or ( b ) need to submit another employment certification form before XX/XX/XXXX. The average wait time is over 90 minutes. On multiple occasions the phone just hangs up or gets caught in some error recording loop. I have also messaged them twice and have not heard a response. I have been unable to speak to someone from Mohela. I am trying to identify how long I should wait for my loans to be " zero 'd out '' or if I need to submit another form.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84105
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A