Date Received: 2017-05-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On an annual basis MOHELA asks for renewal of Income based repayment information. For the last few years they do not send the request to my current address which I have lived at for four years. I have received statements at this address for the last four years but when they need the information ( and I did not catch on to this tacit until today ), it costs thousands of dollars. Why do they send me statements at my current address but when information needed for upcoming years is requested they send it to old addresses? Managers responded that addresses get lost in the system but if I receive statements then someone is deliberately sending critical information to old addresses. I just figured this out today and feel XXXX and now owe so much more than I ever intended.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-28
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: It 's been years of trying get a XXXX forgiveness and they just kept forbearancing and telling me I did not qualify. And rude person telling me I could at least afford XXXX $ /a month. I made even less a month and had XXXX when this originally started. I finish the semester with straight A 's, but my mother had passed and missed to many days. I knew this and submitted her death certificate. But they would n't except that or my XXXX . Now it 's in collections and ca n't get any credit or loans. And I do not control acts of XXXX .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I may be posting this feedback in the wrong place, but I did n't know where else to go. This complaint is about MOHELA, n ot XXXX . A couple of years ago I reached out to Mohela for clarity on how my payments were being applied. I was confidently told the way my payments were being applied was correct and nothing else could be done. I was payi ng ( a small amount ) over my bill and wanted the additional money applied to my principle. I was told my accrued interest had to be satisfied before I could make additional payments to the principle. Fair enough, however every month the additional money I sent was applied to future payments. The way I understood it, all of the additional money should have gone to my interest, or per my request, my principle. The whole thing was so confusing I did n't pursue it further. Fast-forward to present, I 've apparently paid off my accrued interest and now -- because of the additional money I pay every month -- I 'm 4 months ahead on my payments. I just called to again ask that any $ over the monthly bill is applied to my principle. Mysteriously the first call was disconnected. The 2nd time I called the man tried to tell me it was ok. All the money was going to my account, it was just being applied in the future AND the principle. Fortunately I 've become a little more persistent over the years so I again explained that I did n't want the additional monthly $ applied to future payments, I want it all applied to my principle the month I send it, and I want a full bill every month, not a smaller bill every month because my overage is being applied to the future. The man ( XXXX ) told me he had to put me on hold. I was on hold for less than a minute at which point he came back and said I 'd have to send a letter ( either through the mail or their site ) stating that I want to " permanently remove paid ahead status ''. He told me if I did n't explicitly say " permanently '', my account would eventually default to applying the additional money to the future. So all in all I think my issue is resolved but I 'm very frustrated that I did n't get helpful information the first time I called a few years ago. I have t o imagine I ' m literally paying for the bad/lack of information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2017-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XXXX / XXXX / XXXX - submitted a request to loan servicer MOHELA via secure online message for full payment history of my account : " Please provide detailed transaction history of my account from XXXX XXXX , XXXX to current. '' XXXX / XXXX / XXXX - MOHELA 's Response : Thank you for contacting MOHELA, We will provide you with an automated payment history for your loans while serviced at MOHELA. You may view the last 12 months of payments on MOHELAs website. To the left of this message, please select Payment History under the Payment Assistance heading. To provide a complete payment history, we will need a specific reason. We apologize for any inconvenience this may cause. We look forward to continuing to service your loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-24
Issue: Credit monitoring or identity theft protection services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: I have receiv ed 100 's o f calls from various numbers - most predominantly XXXX and XXXX . The recorded message intimates that student loans can be forgiven. When you press through to the person, they ask for your student loan ID, which is a SSN for most people. They then try to sell you a bogus service. I have asked them repeatedly to stop calling. Apparently this is one of those " work from home '' scams - so not only are they attempting to scam me, but those who are calling are also victims of a scam. The phone # 's on caller ID are all spoofed. Please do something - this is widespread fraud against people who are already subject to the fraud committed by XXXX and similar service rs ( XXXX , Mohela ) who frequently attempt to scam customers as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93955
Submitted Via: Web
Date Sent: 2017-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-21
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: 1. XXXX ( most likely ) or Mohela is inaccuratly reporting a {$48.00} million dollar balance for one of my XXXX student loans. 2. The current loan servicer, Mohela, is not reporting the full loan history relating to each student loan as it should for a monthly credit rating - this should be accurately reflected on all of my credit reports. This failure causes the appearance of a much shorter period of responsible student loan history. ALL monthly loan rating history relating to my student loans should be reported to the Credit Bureaus - this has a significant impact on credit scoring. 3. I have XXXX open student loans and Mohela ( or the credit Bureaus ) are reporting loan # XXXX and # XXXX as a single loan on the credit report.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 95050
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I received a form notifying me that my IDR recertification was due on, or before, XXXX / XXXX / XXXX . My payments are due on the XXXX of each month and the payments are auto-debited from my checking account. My XXXX payment was withdrawn and applied on the XXXX as scheduled. Contemporaneously thereto, I submitted my recertification request, which was incorrectly processed by MOHELA ( i.e., the processor failed to see that the XXXX were included at the end of the application and improperly denied me ). I called to discuss after receiving the rejection notice. The customer service representative, " XXXX '', reviewed my application and assured me that it was complete. He indicated that he would resubmit it for processing, that the payment would be recalculated, and that I would be receiving notice of the new payment, which would begin on XXXX / XXXX / XXXX . Today, I received an email indicating that my payment was past due. I logged onto my account and realized that MOHELA must have recalculated my payment and retroactively applied it to XXXX without providing a bill or any notice. This evening, I again resubmitted my complete application with the following message : You raised my payment without sending me a bill or any notice. My last bill showed that XXXX was going to be automatically withdrawn on XXXX / XXXX / XXXX . It was withdrawn as scheduled. Shortly thereafter, I submitted my recertification application for the XXXX plan with signed tax returns for my wife and I. This was due on, or before, XXXX / XXXX / XXXX . Nonetheless, it was wrongly denied as incomplete. I called MOHELA to discuss. I was escalated to a manager and spoke with " XXXX . '' XXXX reviewed my application over the phone and assured me that my application was complete, but processed incorrectly. He advised me that it would be resubmitted for processing, my payment would be recalculated and that my new payment would be withdrawn on, or about, XXXX XXXX , XXXX . However, today I received an email message that my payment was past due. It appears that my payment was recalculated and applied retroactively without providing me any notice. Tonight, I again uploaded my recertification for IDR, which was not due until XXXX / XXXX / XXXX . Please correct this error immediately and ensure that I will be billed the appropriate amount of {$160.00} through XXXX / XXXX / XXXX . Also, please confirm that my XXXX XXXX payment will count toward forgiveness despite your servicing and billing errors. For your convenience, I have again attached my recertification to this email. I will be contemporaneously filing a complaint with the CFPB as what you have done is an illegal billing practice ( i.e., changed my payment and applied it retroactively without notice ). Again, please call me to confirm that this is being resolved.
Company Response: Company believes complaint is the result of an isolated error
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-17
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I am totally XXXX . I have been totally XXXX since XXXX . I have been receiving social security XXXX since XXXX . XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . I provided this information to MOHELA when I went on XXXX XXXX XXXX . I was told that while there was no loan forgiveness for XXXX ( I WAS TOLD THERE WAS NO LOAN FORGIVENESS ) that I did qualify for payment adjustments based on income. I provided copies of my social security notification in XXXX and was mailed information about income based payments. I have occasional income, but it has never exceeded the amount set by social security. I sent a very comprehensive set of documents to MOHELA in XXXX . Despite MOHELA knowing of the permanent XXXX and having the documents, no one has ever discussed anything other than forbearance. Each time since then that I have discussed adjusting my loans I am advised to fill out forms for forbearance. I have inquired if there are forms that my doctor can provide related to being permanently XXXX on at l east two occasion s and I have been told no, but advised of forbearance and sent these forms. Occasions have arisen when I was hospitalized and had hospital bills not covered by insurance. I have inquired about other ways to handle my loan and clarified that I was totally XXXX , but each time I am instructed about forbearance and am sent forbearance forms. It was not until today that I received any information about forgiveness. It is my understanding that Social Security notified MOHELA of my status and they then sent me forms describing what I required to have the loan forgiven. It appears that I have qualified for this since XXXX .
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-12
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: In XX/XX/XXXX I began XXXX school with a unsubsidized and subsidized loan. I was counting on Public Service Loan Forgiveness via the XX/XX/XXXX College Cost Reduction Act. Shortly after graduating, my loan was sold or transferred from XXXX to Aspire. I was set up on a " level '' payment plan- {$490.00} a month. I called Aspire repeatedly to make sure I was on-track for PSLF. Aspire 's phone staff/loan counselors assured me repeatedly year after year that I was on the right track and I just needed to keep making payments. At one point I had even inquired about income based rates and had been told if I deviated from the level plan I was on, I would lose loan forgiveness. In XX/XX/XXXX, my loan was transferred to XXXX. XXXX informed be that no payments I had made would be eligible for the PSLF, despite what Aspire told me. I called Aspire who tells me they shredded all my docs and everything went to XXXX, other than that they conveniently have no record of me. I am now out 10s of thousands of dollars that never went toward PSLF and I have to start all over again! I have paid approximately $ 40K! Had I been on an income based plan, I would have paid a faction of that before I was paid off. Aspire misled me and is now trying to pass the buck to XXXX. XXXX helped me by being truthful. Aspire misled me and cost me years and money! This is wrong!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 057XX
Submitted Via: Web
Date Sent: 2017-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-31
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: MOHELA continues to find ways to extend loans by using recalculations. Example I pay off a loan, incidentally all my loans get a little extra payment from that months auto debit. They then recalculate my payment amount based on this current paid ahead account status. I end up with a lower overall payment but they ensure they get their 120th payment. Level repayment should mean level repayment. They have the audacity to say that my loans on a ten year plan may require a large payment to satisfy the terms of my loan at the end, I pay nearly 8k extra every year. -typed on iPhone
Company Response: Company believes the complaint is the result of a misunderstanding
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2017-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No