Date Received: 2024-01-09
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I've been calling daily. No one picks up. My application for IDR was submitted in XXXX and is still pending. My payment is double what the IDR payment should me. I can't pay this high rate. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11423
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX : made phone call to Mohela to see why loan forbearance was discontinued and way payment was due when no information was received on progress of teacher loan forgiveness. XXXX sat on phone for over 100 minutes waiting on them reviewing my account and telling me what the status of my loans was. They kept placing me on holds. Told me my school wasnt on list of qualifying schools and that the chief of school districts should have know. School is on the list located at student aid.gov XXXX customer service representative turned on automated hello I cant hear you and hung up. Issue was not resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53144
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX I requested my IDR to be recalculated. My husband and I are both on PSLF and his recalculation brought his payments to nearly XXXX. We file our taxes jointly and nothing has changed since our last tax return. My IDR came back denied because my payments would be higher than they are now. I called MOHELA and they put me on an hour wait after I had requested the callback option. When talking on the phone the representative did the calculations and said my payment would be {$44.00} less than it is now. So she filed a new IDR for me so that could process through the system. She told me my payments would be 25 years instead of 30- which is inaccurate on PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Once Mohela became my loan servicer in early to XXXX, I submitted all documents required to ensure that I was on top of my loan and that they had the current information required. This included of course updated contact information, but also verification from my employer ( US Dept of Housing and Urban Development ) to demonstrate that I am a federal/public sector employee and will qualify for the public service loan forgiveness program ( PSLF ). I never heard anything back from Mohela. I then submitted my first income-driven repayment application for the fiscal year XXXX on XX/XX/XXXX and heard NOTHING back. I submitted the same again on XX/XX/XXXX and heard nothing back. After 2-3 months in late XXXX of receiving bills with wildly inaccurate amounts, which reflected both that the loans had not been consolidated during the loan transfer to the servicer AND that IDR had not been applied, Mohela itself XXXX out my balance, froze interest accrual, and then said payments would be due in XX/XX/XXXX. AFTER I was notified of this, Mohela canceled the IDR document I submitted XX/XX/XXXX with no explanation. As of now, they have ( 1 ) DENIED the original IDR document submitted XX/XX/XXXX with no explanation or notification ; ( 2 ) resumed billing to the originally very accurate and very high amount, AND are charging interest AND claim that I am past due. I have tried to contact them via phone and email and can not get through on the phone or get a response. At this stage, since I can not get an accurate billing statement and this is potentially affecting my credit rating, I am considering legal action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06033
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a pay off payment in XX/XX/XXXX on the balance of my student loans to MOHELA. But in XX/XX/XXXX I received a bill for a payment on a loan that was paid off. When I signed into my account, my balance was still there or in some way reinstated. I called Mohela. They can not find the ACH transfer that was used to pay off the account and says there is no record of one. But they can see I called and made a pay off request. I was not issued a 1098-E for XXXX but I was issued one for {$0.00} interest paid in XXXX. Which is odd if payment wasn't made and I had a balance. None of the payments I have made to my balance are showing in my online account portal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83651
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX is XX/XX/XXXX. This complaint is a new issue that has arisen as a result of a previous issue which has not yet been resolved, where MOHELA has not processed my XXXX application submitted XX/XX/XXXX and acknowledged as received by MOHELA XX/XX/XXXX. As of today that loan is still listed as billing the standard repayments. I logged in to Studentaid.gov on XX/XX/XXXX to update my XXXX employment verification and found all my loans listed as ineligible for XXXX because MOHELA has incorrectly placed my loans into standard repayments instead of the correct XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32926
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had contacted my student loan servicer MOHELA on XX/XX/XXXX and requested a full refund on all student loan payments that I had made during the COVID-19 payment pause. This would have been on my consolidation loan ( subsidized and unsubsidized ) and would have totaled {$4200.00} ( {$1200.00} & {$2900.00} respectively ). I was told that this could take up to six weeks to process, which I acknowledged and understood. I called MOHELA on XX/XX/XXXX to inquire as to the status of my refund, and was told that it was still processing, but there was no problem. As per usual procedure, I verified my address, phone number, and email address. After not receiving my refund for nearly four months, I called MOHELA again on XX/XX/XXXX and spoke with XXXX ( employee number XXXX ), who said that there was an issue with my address being incorrect, even though she verified that she had the correct address on file. Apparently this resulted in my refund check not being sent to me. I informed her that I had received other correspondence from MOHELA, and this was beyond frustrating. It seemed completely unfair and possibly criminal that they were withholding my refund from me, and I requested that this be corrected immediately. The end result of the call was that I would have my refund check in XXXX weeks ( XX/XX/XXXX ). Today is XX/XX/XXXX, and I have received a financial activity summary, as well as a normal payment statement from MOHELA, but I have not received my refund check. Is there something the Consumer Financial Protection Bureau can do to help me with this case? I just want this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68521
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My student loans are serviced by Mohela. I have contacted them multiple times requesting that they place my loans on forbearance while my new IDR plan is processed because the payment plan they had me on was incorrect. I have been told multiple times that the changes had been made and that the payments would not continue until forbearance was complete and my new payment plan was processed. However, these changes have still failed to be reflected on my account and I am still getting auto-debit reminders that they are going to try to charge my almost {$2000.00} erroneously. I am absolutely fed up with the lack of action at this point and do not know what else to do besides place stop payments on my account and file complaints. I have already filed complaints with the XXXX, XXXX, and now CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74063
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I submitted my final XXXX XXXX XXXX XXXX form in XX/XX/XXXX. I received a message from Mohela on XX/XX/XXXX that my form was received and would be processed within 30 days. Frome what I understand, at that point my payment count would be updated to reflect that I've met the XXXX requirements and I would then begin waiting for loan forgiveness. It has been XXXX months since I received that message and my payment count has yet to be updated. I called Mohela in XXXX and I was told that processing takes 30 business days. Even that deadline has come and gone. XXXX processing times are absolutely terrible and an undue burden on those of us who have worked for a decade or longer in public service and are waiting for forgiveness that we have earned with long hours and low paychecks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96080
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was granted debt relief from the XXXX XXXX effective XX/XX/22 and the 3 major credit bureaus have yet to update my information on my credit reports, which is continuing to cause me and my family an extended financial hardship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37660
Submitted Via: Web
Date Sent: 2024-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A