Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA has INCORRECT information on my student loans. They have more than 8 payments in my " ineligible '' payment history listed as deferment/forbearance which is inaccurate. I have printed documents to support my claim of XXXX back in XXXX. Mohela 's FALSE/incorrect information has resulted in DELAY of my student loan forgiveness and i should not have been paying {$2500.00} since the repayment started. PLEASE HELP! Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98199
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 information incorrect
Consumer Complaint: The Biden-Harris Administration has forgiven my federal student loan ( s ) listed with MOHELA in full. But my credit report still shows full student loan balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91748
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: Problem with customer service
Consumer Complaint: There are 14 payments that have not been qualified for the PSLF program. I have asked more via website message for this to be updated. Further, I was not provided with a payment statement 21 days before my XX/XX/XXXX payment is due. Nor was I notified of the date that interest started accruing again. I only knew that it was happening because I logged on to my account to check the PSLF status and looked at the amount due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 56201
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, My name is XXXX XXXX, I live in XXXX, Arizona. I'm an XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX and I work at XXXX XXXX XXXX and XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX I've done multiple terms with XXXX and amassed a sizable education benefit that I've been trying to use toward my student loan payments since XXXX. I was never invoiced for XXXX so found out in XXXX that I was past due. I followed the process to send payment from my XXXX education account immediately, but MOHELA rejected the payment. On XX/XX/23 I called them and navigated a phone tree for 45 minutes before it dead ended and ended the call. I called again and tried different options and waited 50 minutes to speak with someone. She couldn't figure out why the payments were rejected, so she escalated me to a supervisor. That supervisor walked me through resubmitting the payments through XXXX with a slight change in how I did it last time. She assured me it would go through and she said that it was an issue that comes up sometimes with XXXX payments. I sent 3 payments that day to catch up my account. Today, I received a past due notice of {$1200.00} with threats that I will be sent to collections. They again rejected my 3 XXXX payments even though they walked me through it, and said I did it correctly. I'm desperately trying to fix this. I can't get sent to collections because we plan to buy a house soon. I have the money in my XXXX education fund that I worked hard for. I'm trying to pay them, they are very, very difficult to get a hold of, and I need help please. I've called and spent multiple hours navigating their phone tree just trying to reach a live person, but I keep hitting dead ends on the phone tree that end the call. I've only been able to actually speak to someone that XXXX time when they walked me through doing the payments ( which still got rejected ). Is there anything you can do? Any way you can help me to be able to speak with someone there who can help me? All I need is a way to talk to someone and see why they keep rejecting my payments. Their phone system uses social engineering to make it extremely difficult to reach someone. They force you to listen to recorded messages that are over 4 and over 5 minutes long before offering an option on the phone tree which then takes you to another lengthy recording. They bounce you back to the AI assistant and some of the options are just dead ends that don't offer any way forward but to hang up. You can try the number yourself to see what I mean- it's XXXX. I'm trying to do the right thing, please please help me to reach them. I feel completely helpless and so stressed out. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, AZ XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85756
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were consolidated with MOHELA in XX/XX/XXXX along with my XXXX application. In XX/XX/XXXX I received a notice that my consolidation was approved but that my XXXX application needed revision from my employers. I contacted my employers and asked them to complete and submit the revisions. In XXXX of XXXX there was no change to my application status. After several attempts to contact Mohela and hours-long waiting time on the phone, I was told that my employer information still had not been updated. I again reached out to my employers and resubmitted the application. Since XXXX, I have resubmitted my XXXX application XXXX more times along with employer information. I also have submitted the IDR income-driven repayment application 3 times along with updated pay information. Despite all my efforts and numerous phone calls, none of my applications have been updated by Mohela. When I last contacted them in early XX/XX/XXXX, they stated that they were going to place me in administrative forbearance while they process my XXXX and XXXX applications. However, My account states that I owe a payment of {$420.00} due XX/XX/XXXX ( more than XXXX the amount stated in the XXXX application ). I contacted Mohela again by phone on XX/XX/XXXX ; again, they stated that I was in administrative forbearance and that I did not have a payment due ; they stated they would correct the amount due on my account profile. As of today XX/XX/XXXX, my account balance still shows an a payment of {$420.00} due XX/XX/XXXX. My payment amount, loan balance, and XXXX qualified payment months are all incorrect. While I am waiting for Mohela to correct these problems, I am being charged additional interest for an incorrect loan balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64801
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Before XXXX pause my payment was XXXX a month. No IDR 's were required during XXXX pause. My first IDR is not required until XX/XX/XXXX. My payment should have been the same if not lower ( on the new save plan ) then it was before the XXXX pause. First mohela said that somehow they got my new income and my payment went up to XXXX a month. Then I question how they got it and told them they legally can't ask the irs for my income. Then they lowered my payment for XXXX a month per my letter from them on XX/XX/XXXX. That seemed correct on the new save plan that they automatically put me on. Then in the middle of XXXX right before the forbearance was suppose to end again. They changed my payment again for XXXX a month and changed my due date from the XXXX of XXXX to XX/XX/XXXX. I called and they said they were still updating my account and it was be corrected and back at XXXX but it is not and now they have scheduled XXXX to come out of my bank account. No one will help me or let me speak to someone that can fix my account I just keep getting empty promises. On top of that my XXXX XXXX got his entire balance forgiven, he is not on Pslf and never paid a single payment his entire life. He was in collections and was never going to pay it back but me and the others that are trying to pay it back and getting XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 618XX
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have repeatedly emailed Mohela requesting refund of my payment ( made on time on XX/XX/XXXX ). Mohela has not answered emails sent on XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX or the one sent today. I filed a complaint with studentaid.gov and it has not been responded to, either. They would not miss charging me interest or hitting me with a late penalty if I were late, but they will not return my payment, and I would bet they don't pay me interest for holding my money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I got a letter from my college loan servicer stating on On XX/XX/2023, the Loans for my school accounts have been satisfied. The loans have been fully forgiven and I have the paperwork stating they have been forgiven. I tried getting in contact with the credit agencies but they are Ai or automated. I was unable to get in contact with the actual living people assist with removing the negative information that inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I file this complaint to compel my student loan servicer, MOHELA, to process the attached Employment Certification Form in a timely manner. My employer and I electronically signed the Employment Certification Form on XX/XX/XXXX, using the PSLF Help Tool on studentaid.gov. Please see the attached. The Employment Certification Form was sent to MOHELA on XX/XX/XXXX. MOHELAs website states that it received the Employment Certification Form on XX/XX/XXXX. Please see the Documents Received attachment. MOHELAs " PSLF Payment Tracker page states : Processing your PSLF form may take up to 30 calendar days from the date your PSLF Form is received. For PSLF waiver payment counts to be updated or for loan discharge to occur, we must receive the approval from XXXX XXXX XXXX. After we receive the approval, it may take up to 90 business days to process this information. I was not seeking student loan discharge at this time, as I have not reached the required 120 qualifying payments. PSLF waiver counts are not applicable to me, as I always adhered to the original PSLF program rules. Thus, it should have taken MOHELA no longer than 30 calendar days to process the attached form, per its website. Accordingly, MOHELA should have processed my Employment Certification Form no later than XX/XX/XXXX, if its website is to be believed. In fact, the PSLF Help Tool is supposed to expedite processing times. That clearly has not occurred here. It is now XX/XX/XXXX. I would note that my employer has been determined to be eligible on numerous occasions for PSLF purposes per studentaid.gov, my prior loan servicer, XXXX XXXX, and even MOHELA itself. I have a qualifying direct consolidation loan, and I was always on a qualifying income driven repayment plan ( PAYE and now SAVE ). I have always worked for the same qualifying employer that has been approved numerous times. I worked for my qualifying employer full time for 40 hours per week. As of XX/XX/XXXX, which was the last approved Employment Certification Form I submitted, I had made 72 qualifying payments. Please see attached. Since that time, I have made an additional 12 qualifying payments as of XX/XX/XXXX, when my most recent Employment Certification Form was signed ( it is attached ). I should have 84 qualifying payments as of XX/XX/XXXX, which is the date the attached Employer Certification Form was signed through the PSLF Help Tool on studentaid.gov. And yes, my employer and I did everything correctly when using the PSLF Help Tool. My payment due date was the XXXX of each month at the time, so XXXX of XXXX should qualify. I am on auto debt, so I have never been late with a payment. Processing this form should not be a complicated task. I request that MOHELA process my Employment Certification Form forthwith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 25801
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I submitted a request through XXXX to be put on XXXX XXXX from the XXXX plan I have been on for years. On XX/XX/XXXX, I received an electronic message from Mohela alerting me I was denied the XXXX XXXX ; however, reason or denial was not included in the letter. As a result, I called Mohela on XX/XX/XXXX immediately after receiving this letter and was placed on hold for several hours until I finally was able to speak with a customer representative. The customer representative informed me that I was denied because I had not submitted supporting documentation with my application on XX/XX/XXXX ( which I was never directed to do so ). She recommended I resubmit my XXXX application verbally over the phone with her ( which I did ) and told me it would take 5-7 business days to complete. As part of the application I submitted on XX/XX/XXXX, I also requested to be put into administrative forbearance for one month which is required when switching from XXXX plan to XXXX XXXX. I received notification on XX/XX/XXXX I was placed into forbearance that ends on XX/XX/XXXX and that my payment after forbearance ends will be automatically set at the " level '' repayment plan which includes a payment of XXXX which I can not afford, nor did I ask to be placed onto this repayment plan. On XX/XX/XXXX, I received an electronic message that my request for the XXXXXXXX XXXX is delayed and will be resolved within XXXX business days. I contacted customer service representative on XX/XX/XXXX to request additional information since my forbearance ends on XX/XX/XXXX and my next payment of XXXX is unaffordable. It took XXXX minutes of being on hold to finally speak to someone. The customer representative informed me that they are experiencing delays processing the XXXX applications and that mine is still pending. She noted that if if my application has not been processed by XX/XX/XXXX, I can call back and ask to be placed on forbearance for another month so that I don't need to pay the XXXX amount. I am also a public servant hoping for public forgiveness after 10 years of repayment. I asked if these months of forbearance will count towards XXXX, and she told me no. I find Mohela 's customer service and communication to be extremely poor. I regret trying to change to SAVE plan and should have just remained on my XXXX plan. It's ashame this is happening. I am literally counting down the years and months that until XXXX is achieved. Now it will be delayed due to Mohela 's processing delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A