Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recieved notification in XX/XX/2023 that approx XXXX of my loans were supposed to be forgiven with PSLF. The XXXX has not fell off my total balance so my payment has not decreased. Mohela is making my payment adjustment based off the XXXX instead of subtracting the PSLF loans. I also continuously recieve emails that I am deliquent on payments even though thru Mohela it shows that I am in a administrative forbearance. Ive tried SEVERAL times to reach out via phone but the wait times are 6-8 hours. I one time spoke with someone finally but was disconnected prior to relieving my issue. If the PSLF loans were completely forgiven since the 120 payments were made then my monthly payment would be feasible and I could afford the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with non-monetary relief
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: On XX/XX/XXXX, I received an email from my student loan service provider MOHELA stating that I had a student loan payment past due. I had just recently graduated and earned my XXXX XXXX on XX/XX/XXXX. My account was given no grace period, and I was instantly put into repayment. Since XX/XX/XXXX, I have called MOHELA at their customer service number ( XXXX ) 10 times and I have been meet with wait times upwards of 55 minutes. When I am able to get through to an agent, I am told my account needs the help of a supervisor, who I am then transferred to and meet with another wait time upwards of 45 minutes. When I am called back by a supervisor, there is no ability to call the supervisor directly back, so I am forced to wait over 2 hours for a call back from a supervisor at that point. I now have a past due charge on my account with no verification that I will have the error fixed, or any way of contacting a supervisor to confirm that they are working on my issue. It is incredibly frustrating to have a loan service provider that struggles with communication and professionalism in this manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 988XX
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: As of XX/XX/XXXX, according to Mohela 's tracker, I had XXXX payments to go in order for XXXX loans to be forgiven. Also, according to their tracker, I had XXXX payments to go on the remaining XXXX remaining loans. This was based upon my last XXXX form submitted in XX/XX/XXXX. Please see screen shot attached. After submitting my new XXXX in XX/XX/XXXX, instead of having the XXXX loans forgiven and the remaining XXXX loans reduced to XXXX payments, Mohela 's tracker, now claims that I have XXXX more payments to go on the XXXX loans and I still have XXXX payments for the remaining XXXX loans. Please see the document they sent me on XX/XX/XXXX. This company is attempting to add on payments and is trying to cheat those who qualify for loan forgiveness, and I want them held responsible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: There are several issues I have encountered with MOHELA. 1 ) I have tried certifying my PSLF employment and months later nothing has changed and they have the incorrect date of employment ( it should say ends at current since I still work there but it says 1901 ). 2 ) I have repeatedly received conflicting information about what is owed on my loan. I have received emails in the same week, one saying my balance is {$0.00} and the next saying my account is delinquent {$710.00} due to two missed payments. My online portal says I owe {$0.00} and have {$0.00} late payments but when I attempt to call the automated message also says my account is delinquent. I was sent a letter in XXXX saying I was in administrative forbearance, so after that I messaged through the message center asking to confirm this information since I was receiving two different stories via email and mail but no one ever answered my request. 3 ) I applied for the SAVE plan late XXXX and it has yet to be processed. I repeatedly receive emails and paper mail asking me to apply for an IDR when I already have. All of this has caused great confusion when I am attempting to do the right thing and ensure I am paying the correct amount when owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75703
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I've attempted to pay extra funds on my federal student loan with servicer, Mohela. Ive tried to pay extra amounts on my account 5x since XX/XX/XXXX. - XX/XX/XXXX - {$920.00} - XX/XX/XXXX - {$940.00} - XX/XX/XXXX - {$920.00} - XX/XX/XXXX - {$1200.00} - XX/XX/XXXX - {$400.00} - XX/XX/XXXX - Scheduled Payment Confirmation - {$910.00} A total of {$5300.00} that Mohela has not accepted from me over the course of 6 months. After a while of thinking my extra payments were processing, I further investigated and they were in fact NOT, and each time I was met with failure notifications via email. I tried again and still Mohela has not accepted my additional payments. I called Mohela in XXXX to further discuss/address this situation and a very new, unexperienced employee had no solution to my problem and told me to contact my bank as it was an issue with processing. I contacted my bank and they said there were NO ATTEMPTS to take out the funds. Interestingly enough, they are taking my minimum payments ( Since XXXX ) with ease according to my bank statements every month. I've tried again this month ( XXXX ), to pay off one loan in full this month on top of my minimum payment. I remain hopeful it will be processed and that I am not met with another Online Payment Failure Notification email. And if not, I know this poor establishment is happy to continue to rack up my interest. Horrible. I'm contacting the CFPB, to get this resolved and for your assistance addressing this. This is embarrassing, unprofessional and such a BIG headache for a young XXXX something who is working hard to try and get out of my student loan debt. I look forward to a quick solution, thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06109
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: If I could get through to my loan servicer, MOHELA, I could request information to submit with my complaint. However, I have made numerous attempts to reach my loan servicer, MOHEA and have experienced being on hold for hold an hour or longer. I had made calls to follow up on my request to have previous employment as a Public Servant considered or counted towards my previously submitted PSLF. Many of my student loans are from well over 20 years ago and I was never offered options towards student loan forgiveness until as recent as either XXXX or XXXX. Yet, I submitted a TPSLF application on XX/XX/XXXX ; never heard from MOHELA, at all via paperless email or otherwise. Also, during those same attempts by phone. I wanted to discuss repayment options for lowering my monthly student loan payments i.e., applying for the SAVE plan ; inquire about what type of repayment plans I have e.g., IBR, ICT ; loan consolidation all of my loans into one single account in order to have only one ( 1 ) payment to make repayment more manageable ; information on applying for the SAVE plan ; inquire about forbearance or deferment. I could not get through to MOHELA after several attempts. I logged on to the MOHELA website to apply for the SAVE plan to lower my monthly payments to submit or upload my paystubs to have my monthly minimum payment amount recalculated and reduced, in order to remain current and to have an affordable or reasonable payment. The website idled incessantly, but after several attempts and hours spent, I was able to upload my paystubs to self-certify my annual income of approximately {$38000.00}, to apply for the SAVE plan and/or to renew my repayment plans for a new lower monthly payment. I had been monitoring my MOHELA account waiting to see a status update or change based upon the documentation I had submitted when I applied for the SAVE plan ; the status remained pending. I received a call on Friday, XX/XX/XXXX, followed by a voice message from MOHELA collections informing me that they were contacting me to collect a debt. Immediately, after listening to the voice message I logged on to my MOHELA account and all of my personal information was completely gone or wiped away, as if I had never been a MOHELA customer. Please help, I am concerned or believe that my student loans are now in default and have been sent to a collection agency or to MOHELAs collection department, erroneously. to collections, I am absolutely shocked, horrified, worried, and in utter disbelief that this has happened. How can this loan servicer be so unethical and ruthless as to send my loans to their collections department, as if I have made no effort to communicate and request assistance with repayment of my loans to keep my accounts current? As a consumer, I have done my due diligence and need help to resolve this because I have made zero progress on my own against this student loan behemoth : MOHELA. This loan servicer, MOHELA, has ruined by excellent credit rating, which I had worked diligently to improve, achieve, and maintain. I really need your heal and can not accomplish a favorable outcome without your assistance, support, and expertise. Thank your time, attention, and assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX MOHELA reported to experian that they were unable to locate me. But I have been in contact with mohela and made payments even though my loan are being deferred because I am in school. I havent changed my mailing addresses still the same one mohela has on their file. My credit score dropped because mohela reported they were unable to locate me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76086
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The School Letter required by U.S. Department of Education- XXXX to Remove All In School Deferments by XXXX and Mohela was provided to BOTH XXXX and Mohela XX/XX/XXXX! XXXX REMOVED ALL In School Deferments on My Loan Payment History prior to transferring my loans to Mohela, while Mohela Failed in Applying the " APPROVED '' required Documentation for Resolution! Mohela labeled the Documentation as " Resolution '' and I provided it XX/XX/XXXX via electronic uploads. Mohela APPROVED the documents in my Mohela online account, but NEVER reviewed them to do a Final Payment Count Review needed to update my total payments in my My Payment Tracker for PSLF Student Loan Forgiveness. These " Resolution '' documents are needed to do an accurate updated final payment count review as I have No In School Deferments on My Payment History and I have mailed a copy of these same documents to the U.S. Department of Education FSA Ombudsman Group, XXXX XXXX XXXX, XXXX, Kentucky XXXX in XX/XX/XXXX. I have requested over XXXX times to Mohela since XX/XX/XXXX for Mohela to review the documents and to do an updated final payment count review because I have NO In-school Deferments on My Loan Payment History! Mohela is refusing to do the Final Updated Payment Count review blaming U.S. Department of Education and I am missing XXXX payments towards my PSLF Forgiveness under the Limited PSLF Waiver! Mohela blames U.S. Department of Education for Not " telling them or instructing them '' to conduct the final updated payment count review even with the fact that I have NO In-school Deferments on my Loan Payment History and Mohela stated they would do a final review in the XX/XX/XXXX letter from Mohela and U.S. Department of Education sent on behalf of U.S. Secretary of Education , XXXX XXXX XXXX Mohela hasn't done anything towards conducting the final payment count review applying the " RESOLUTION '' Documents uploaded XX/XX/XXXX that state I have NO In School Deferments to ADD the XXXX payments to my XXXX payments to total XXXX payments! Only XXXX Payments are needed for Student Loan Forgiveness. Mohela takes no responsibility and blames U.S. Department of Education for NOT informing them/giving them the permission to do the final payment count review. Mohela is adamant in Not resolving this issue and solely blames U.S. Department of Education as the reason for my XXXX payments not counted towards Forgiveness for the Limited PSLF Waiver, which I applied for in XX/XX/XXXX! I am retired and this has caused me severe XXXX and stress because Mohela will Not Do right to fix their errors! A Mohela Supervisor Called XX/XX/XXXX to inform me that Mohela is Not Responsible for Not Counting My XXXX Payments and that U.S. Department of Education is to Blame, yet XXXX and U.S. Department of Education says Mohela is supposed to do the Final Payment Count Review! He rudely stated that the XX/XX/XXXX Letter sent by Mohela and U.S. Department of Education XXXX XXXX doesn't matter and that U.S. Department of Education is at fault for Not informing Mohela to do the updated final count, although the third paragraph in the XX/XX/XXXX letter stated Mohela would do the Final Review. Mohela refuses to update my payment counts until they receive further and finalized notice from U.S. Department of Education to count my XXXX payments needed towards Forgiveness! I have requested for Mohela to do an updated and accurate payment count XXXX times since XX/XX/XXXX and to no avail Mohela keeps blaming U.S. Department of Education for Mohela not doing the count! Mohela claims they have not heard anything from U.S. Department of Education all these months to do the count despite the XX/XX/XXXX letter and despite my numerous requests and escalated cases since XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA has been confusing to work with since the start of loan repayment. They also do not allow payments made XXXX days in advance to count for the next upcoming payment. I wanted to pay off a few months in advance, but was unable to do so. However, the main issue right now is the following : On XX/XX/XXXX, I received an email from MOHELA saying that my payments from XX/XX/XXXX to XX/XX/2023, would be counted toward my future payments. I had already made {$590.00} in payments during that time, and my monthly payment is {$430.00}. On XX/XX/XXXX, I received a bill saying that I owe {$430.00} by XX/XX/XXXX. This doesn't make sense. My XXXX bill, and {$160.00} of my XXXX bill should be covered by my past payments. I wrote to MOHELA -- since it is virtually impossible to get through to anyone on the phone -- that I want my payments applied properly to my future payments or to send me a refund so that I can pay my XXXX bill on time. I would prefer if they simply applied my payment to future payments. MOHELA did not take either of these actions. Instead, they called and left a voicemail asking me to call back. Again, it is virtually impossible to get through to anyone on the phone, so this situation has been left unresolved. MOHELA has been an absolute nightmare to work with, especially during this transitional period back to paying student loans. MOHELA should not be permitted to require any due payments until they have worked out their many issues, as they are causing a great deal of financial stress on loan payers who are already XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a class member of the XXXXXXXX XXXX XXXXXXXX settlement. My student loans are in process of being discharged. Under the settlement agreement class members are to remain in Administrative Forbearance till the loans are discharged. DOE has sent me emails and letters to Mohela on at least 2 occasions to keep me, as well as other class members, on admin forbearance. Mohela now going on the third time has removed and put me into repayment. They in fact put me into repayment again on XX/XX/XXXX with a due date of XX/XX/XXXX. Not only is this a violation of the settlement, but servicers are required to provide 21 days to even bill- which this in violation of on both accounts. Ok all occasions Ive had to call Mohela and talk to customer service who lack all knowledge and state DOE sent letter to take me off. Never have they provided me this letter, and when I reach out to DOE they state thats not true and Im to remain on forebearance till discharge - DOE have sent 2 letters to Mohela stating to put me back in. Im tired of fighting with these idiots at this point. Mohela had done this to others in the lawsuit as well. Mohela had already been fined {$7.00} million for improperly billing and also putting people in repayment that should not be. They are again doing the same thing. At this point, if not resolved for me, and other class members, we will seek a class action lawsuit against Mohela and DOE in violation of XXXX XXXX XXXXXXXX settlement- I suggest Mohela out me into Admin Forbearance immediately before it costs a lot of money to your company for violation of a federal class action lawsuit. If this isnt rectified I will contact an attorney and led a class action against Mohela for violations of a settlement agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A