Date Received: 2024-01-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA charged me two months worth of payments without a billing statement until XXXX. The billing statement received showed a past due amount and a current due amount although my account was claimed to be in administrative forbearance until the end of XXXX. I received a message that my IBR Application could not be approved due to parent plus loans not being eligible though they could be eligible if they were consolidated. All of my student loans are consolidated and have been since before applying to the SAVE plan. I also do not have Parent Plus loans on my account. The only way to contact MOHELA is via phone number which they do not answer. There is no email or alternative method.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
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: I am writing because MOHELA is having significant issues in handling my XXXX XXXX XXXX XXXX. My Award message was sent to MOHELA XX/XX/23 - after XXXX days, the request was cancelled because that is XXXX ' policy. MOHELA did not process the request to make the payment. And now, MOHELA will not explain why they did not open or process this information. I called in XXXX to verify the correct address to send the XXXX information. The XXXX hotline told me that all loan service providers should have an XXXX Admin who knows how to process these kinds of unique circumstances. MOHELA has denied the existence of one and refused to give out any contact information for an individual person to contact with this. They did give me an address, which I conveyed to XXXX, and that's where it was sent. Now that MOHELA is being asked to say why they didn't process things in XXXX days, they still will not provide an email to a person for XXXX to work with. A person has to submit a letter stating why it wasn't processed in order to reissue the payment. In the meantime, my Award has now expired- which means that if MOHELA does not explain why they didn't do their jobs, I will lose my entire Education Award for my XXXX XXXX XXXX XXXX XXXXXXXX. I have called MOHELA repeatedly, even had a three-way call with XXXX and MOHELA, and have routinely be ghosted by being sent to a 'supervisor 's line ' and then I either have the phone ring indefinitely or I am told someone will call me back, but that has only happened once. Their processes and wait times are ridiculous and they are showing ineptitude at every turn regarding servicing loans for the Department of Education. MOHELA also said they would conduct an investigation, stating XXXX business days to complete it. This was on XX/XX/23 and they have not completed the investigation yet nor have they said why they haven't completed it. I was just told that it 'was n't finished yet. '
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 142XX
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 applied and qualified for PSLF when they expanded the program. I have been a State of Alaska employee since XXXX. I worked seasonally until XX/XX/XXXX, with a month to XXXX months off a year for several years, but sometimes working all 12 months as a government employee. For the past four years, I have been employed year round for the government. I submitted my second employment certification letter in XX/XX/XXXX. They reviewed it but did not certify any additional payments. I currently have 138 payments, 96 which have been certified. I need 24 more payments to qualify for forgiveness. My employment and payments have not been certified since XX/XX/XXXX. I requested a review of this since it was obviously made in error. Ive also called twice and have been told my account will be reviewed by a supervisor. They also put me on administrative forbearance through the end of XXXX to review my account. I made payments during that time ( since payments restarted in the Fall of XXXX ), and when I spoke with MOHELA they said I could request a refund for those payments since I didnt have to make them. I did. Today, I received an email stating my account was past due since I hadnt made any payments since XX/XX/XXXX. I called them and they said they will have a supervisor review my account. They also placed me in a processing forbearance and canceled the auto debit for XXXX since they need to figure out whats going on with my account. Its a lot of extra work for everyone since I have enough payments to qualify for PSLF, they just need to amend their mistake. But all I can get from them is that a supervisor will review my account. Its been a couple months now waiting for a supervisor to review my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 996XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans were forgiven in XXXX of XXXX. As of XX/XX/XXXX, my credit report did not show this. I contacted Mohela and XXXX to ask that it show paid in full closed. XXXX responded by showing the original loan amount as paid but left what appears as interest still owed on the account. I have not been informed by any agency that loan interest was still due. It is my understanding that the whole of the loan is forgiven. In the summary of my credit report, XXXX still shows that I owe the full loan amount. I would like my credit report to correct this issue on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 346XX
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: My federal loans are through Mohela. Prior to restarting payments in XX/XX/2023, I noticed my plan changed from REPAYE to SAVE-alternative on Mohela 's website. However, on federal student aid my plan was listed as SAVE. Due to the difference between the plans and the SAVE-alternative not being IDR, I called Mohela to request a change of my plan to SAVE. I received a letter ( see attached ) stating that they will process it over the next XXXX days. Unfortunately, it has been XXXX days and my plan has not been update nor have I heard from them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29605
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: Problem with customer service
Consumer Complaint: In XX/XX/XXXX, I applied for a new loan repayment type through Mohela. I received an automated response on XX/XX/XXXX, stating, " Your recent request has been received and is expected to be processed within the next XXXX business days. '' That is the only response I have received to date, XX/XX/XXXX. I attempted to contact Mohela multiple times and sent messages through the online portal, but I still have received zero response and no movement on my application. I'm being charged about {$200.00} per month more than the other program estimator says I'd be charged, if qualified. Additionally, Mohela did not have my account information accessible until around XX/XX/XXXX, indicating I applied as soon as possible for the new program once my account was visible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64131
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX Department of Education just sent an email stating I missed a payment when my loans are in borrowers deference and currently under forbearance until full discharge. Mohela is the servicer of the loans and is currently reporting incorrect information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My federal student loan was officially forgiven on XX/XX/23. Mohela reported on XX/XX/23 that I have student loans on my credit reports which showed up today. I called today and spoke to a Mohela representative at XXXX XXXX. They have me on administrative forbearance and have not yet completed my forgiveness. They claim it is on the US Department of Education as the hold up. I then chatted online with studentaid.gov at XXXX XXXX about the reason why my loan has not been processed. My transcript is here : Hi, my name is XXXX. I am reviewing your question and will help you momentarily. XXXX thank you XXXX XXXX That is not something that the website would approve, that would be something that would be approved by the US Department of Education. XXXX XXXX XXXX so what does that mean? my loan amount is {$0.00} on my dashboard That you would need to wait for the approval of the loan forgiveness from your loan servicer. XXXX the loan servicer says they are waiting on you XXXX XXXX I have a letter from my servicer saying my loans are forgiven XXXX XXXX Okay are they showing that they are forgiven on their website? XXXX XXXX XXXX I have all XXXX, except for my loan status being in administrative forebearance XXXX XXXX Mohela said they are waiting on you so they can finish the processing XXXX XXXX That is something that your loan servicer would handle. XXXX XXXX I just spoke with them and they said it is you. Your loan servicer would have to release that forbearance. XXXX XXXX If I do not get a resolution to this I will be contacting the Federal Trade Commission Bureau of Consumer Protection and my Senator and Congressman. This needs to be resolved and no one knows an answer. XXXX XXXX That is fine if you feel that you need to do that, I have advised that your loan servicer is the one that would handle that loan forgiveness for you. XXXX Ok. Thank you for the information. Please advise what I do to resolve this issue. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07042
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 your payment plan
Consumer Complaint: In XX/XX/XXXX I submitted my first IDR application. Again in XXXX I submitted my IDR application to them. In XXXX I went through the student aid web page and submitted it again. MOHELA has sent me a bill for over XXXX a month which is half of my pay check. Also last year they told me I only had XXXX more payments to make for the XXXX service forgiveness. Now they tell me I have XXXX more payments to make. I work for the XXXX XXXX XXXX and have since XXXX I don't know how I'm supposed to pay my other bills, buy food when they want over XXXX month. At this point I might as well live on the streets. How can they not approve my IDR I only make XXXX a year?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
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: Received bad information about your loan
Consumer Complaint: I contacted Mohela XX/XX/XXXX- waited on hold for over XXXX minutes. Spoke with employee XXXX who reported she was in training. I notified her I was requesting my recent recertification application be cancelled due to reading the information on the DOE website that recertification dates were not due for another year if they fall before XX/XX/XXXX. She " looked into the issue '' and came back to say she is seeing my recertification date is XX/XX/XXXX and " if things change I will receive a correspondence ''. I would like my payments to remain the same before recertifying until I am legally due to recertify ( XX/XX/XXXX ) per the DOE 's website. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49201
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A