Date Received: 2024-01-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Requesting certification of former employer since XX/XX/23 ( XXXX XXXX ). The certification has yet to be completed and there is no resolution date in sight. If this employer is certified, I would qualify for loan forgiveness immediately. I've sent the requested supporting documentation ( IRS Form 990s, Articles of Organization ) and have followed up several times : XX/XX/23, XX/XX/23, XX/XX/23 and XX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46226
Submitted Via: Web
Date Sent: 2024-01-05
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: I requested a refund of my Covid-era payments on XX/XX/XXXX. I received a small partial refund on XX/XX/XXXX, but I am still waiting on over 90 % of the balance owed. I called Mohela on XX/XX/XXXX. The representative initiated a request for further research and a request for escalation. I called again on XX/XX/XXXX. That representative confirmed that she sees the request for elevation and a request for further research on my account. She advised me to call back in 10 business days. I called back on XX/XX/XXXX. That representative had no update. I called again on XX/XX/XXXX. That representative told me that there HAD NOT been any prior escalation on my account, but that she would escalate it now. Somebody lied to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
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: On XX/XX/XXXX Mohela student loan servicer withdrew {$2300.00} from my account. I am on an income driven repayment plan, I have an autopay set up to pay my recurrent monthly payment of {$94.00} on the XXXX of the month. The {$94.00} was appropriately deducted the last few months, until the sudden large charge appeared yesterday. After speaking with customer service, I was told that the large charge was taken out because I did not recertify/renew my income driven repayment plan application in time ( even though the website states I have until XX/XX/XXXX to renew my information for the new year ). This charge was the total payoff amount for one of my student loans ; I did NOT ever indicate that I wanted to pay this loan off in full, but it was still deducted from my checking account as an automatic payment. Mohela is unable to explain why this happened, and can not immediately refund the amount. Mohela says they have submitted a request for refund, but Mohela says must receive the refund from the Department of Treasury before they can refund the money to me. I was told this will take up to 60 days. They have taken over {$2300.00} from my account for no apparent reason, overdrafted my account and left me unable to pay other bills, and can not refund the error in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98503
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 am refiling this complaint because my last CFPB complaint did not resolve my issue. Please note that this has nothing to do with my request to change my due date back to the XXXX of each month or my complaint about the accrued interest on my loans under the XXXX plan. According to studentaid.gov, the application I submitted recertifying my income for the XXXX repayment plan on XX/XX/XXXX, is in review. Yes, you read that correctly. A request from XX/XX/XXXX, is purportedly in review. Documentation is attached. This request was submitted to my former loan servicer, XXXX XXXX, according to studentaid.gov. I frankly do not see how this can be. XXXX processed this XX/XX/XXXX, request on or about XX/XX/XXXX. Documentation is attached. XXXX ceased being my loan servicer as of XX/XX/XXXX. My loans were transferred to MOHELA at that time. I called Federal Student Aid to inquire why my request from XXXX is supposedly in review. A representative informed me that only MOHELA can close the case. Yet, MOHELA told me that it can not access the request. I have since switched from the XXXX repayment plan to the XXXX repayment plan. Documentation is attached. My XX/XX/XXXX, recertification does not need to be in review. Rather, this matter needs to be closed as it has long since been resolved. Please do not tell me to contact studentaid.gov : I have filed various complaints on studentaid.gov regarding this issue to no avail. I am frankly tired of the runaround. Please do not keep telling me that MOHELA can not access this request on its system. And please do not keep telling me that MOHELA has processed my XXXX plan request : I am well aware of this. Someone needs to contact studentaid.gov and tell them to close my XX/XX/XXXX, request. This issue needs to be fixed forthwith. I will continue to file complaints with the CFPB against MOHELA without end until this issue is fixed. Please carefully review the attached documents.
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: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am filing this complaint against my former student loan servicer, FedLoan Servicing/PHHEA . According to studentaid.gov, the application I submitted recertifying my income for the PAYE repayment plan on XX/XX/XXXX XXXX is in review. Yes, you read that correctly. A request from XX/XX/XXXX, is purportedly in review. Documentation is attached. This request was submitted to my former loan servicer, FedLoan Servicing/PHEAA, according to studentaid.gov. I frankly do not see how this can be. FedLoan processed this XX/XX/XXXX, request on or about XX/XX/XXXX. Documentation is attached. FedLoan ceased being my loan servicer as of XX/XX/XXXX. My loans were transferred to XXXX at that time. I called Federal Student Aid to inquire why my request from XXXX is supposedly in review. A representative informed me that only XXXX can close the case. Yet, XXXX told me that it can not access the request. I have since switched from the PAYE repayment plan to the SAVE repayment plan. Documentation is attached. My XX/XX/XXXXXXXX XXXX XXXX recertification does not need to be in review. Rather, this matter needs to be closed as it has long since been resolved. Please do not tell me to contact XXXX various representatives have informed me that they can not access this XX/XX/XXXXXXXX XXXX request. Also, please do not tell me that my loans are no longer in your system, and that you can not help me. I am frankly tired of the runaround. Someone needs to contact studentaid.gov or XXXX and tell them to close my XX/XX/XXXX, request. I have filed various complaints on studentaid.gov regarding this issue to no avail. This issue needs to be fixed forthwith. Please carefully review the attached documents.
Company Response:
State: WV
Zip: 25801
Submitted Via: Web
Date Sent: 2024-01-17
Company Response to Consumer: In progress
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: With the knowledge that student loan repayment would restart in XXXX, I started working with MOHELA to correct my payment amount, as they hadn't updated my account to reflect the SAVE plan yet. I started calling MOHELA some time around XX/XX/XXXX. We are now in XX/XX/XXXX, payments have started but MOHELA just can not get my payment amount correct. Month after months, I call. I spend about 10 hours per month doing everything I can to get MOHELA to just do their job and do it right, but somehow they just can not. My payment should be $ XXXX, and while MOHELA has changed my payment amount numerous times over the last several months, they still can not get anywhere close to the accurate figure. In XXXX, a MOHELA supervisor wrote very clear notes and instructions to whomever would be updating my payment amount, which, if followed, would result in the accurate calculation of my payment amount. VERY CLEAR. Yet these notes and instructions went unheeded and my payment is still calculated at more than twice what it should be. All of my efforts to this point have been fruitless. I honestly do not know what else I can possibly do to get MOHELA to just simply do its job and do it right. I have gone above and beyond with my efforts, however I can not overcome the incompetence or lack of care from this giant company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2024-01-05
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: Received bad information about your loan
Consumer Complaint: Application for Income Driven Repayment plan ( SAVE plan ) submitted by this writer on XX/XX/XXXX via studentaid.gov. Repayment plan was calculated at $ XXXX. I currently have loans held with two separate federal student loan servicers. One being XXXX and the other servicer being MOHELA. XXXX was processed and accepted immediately however the MOHELA status for my XXXX form still shows as processing now with a payment of $ XXXX. Placed call to MOHELA on XX/XX/XXXX for a status update and why forms are still showing as processing. Advised the call center representative that the IDR form had been submitted months prior and was then transferred to a supervisor for additional assistance. Loan was then placed in administrative forbearance while stating that IDR forms would be processed within 15 business days. Additional correspondence was then received on XX/XX/XXXX stating that a recent request was received and it is expected your pending request will be processed within the next 90 business days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12144
Submitted Via: Web
Date Sent: 2024-01-05
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: I called on XX/XX/2023 to have my due date changed from the XXXX to the XXXX of every month. I was told it would take 1-2 billing cycles for the change to take place. I called early XXXX since the date had not been changed and was told to call back a couple days later as the second billing cycle would be complete. I called again on XX/XX/2023 and was told the situation would be escalated because the date had not changed. I called again on XX/XX/XXXX because I was told I would hear back on the XXXX from 2-5 business days and didnt hear anything. I called again on XX/XX/XXXX because money wasnt taken out of my account on the XXXX but online still said I was enrolled in auto debit. I was told on their end it said that it was taken out but takes a couple of days to post. I also called about the due date change and was told it would be escalated and I would receive a call back by the next business day. I missed the call on XX/XX/XXXX and called back and was told my account was delinquent which I said I dont know why since I was on auto debit and the payment should have been taken out on the XXXX. I was told that I would have to have a supervisor call me back as none were available to talk on the XXXX. I was also told that my request on XX/XX/XXXX was inputted incorrectly on Mohelas end so thats why it wasnt proceeded but was put in again on XX/XX/XXXX and asked if I wanted to submit the payment change. I said no because I didnt want the clock to start over again for the 1-2 months and that Mohela needed to fix the problem on their end keeping in mind the XX/XX/XXXX date that I called in for the request instead of waiting another 1-2 billing cycles starting today.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2024-01-05
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: I received my XXXX billing statement less than 21 days prior to my payment due date. Received the statement on XX/XX/XXXX and bill was due XX/XX/XXXX. The Federal government required Mohela to place anyone who received a late notice on administrative forbearance from XXXX through XXXX and either issue a refund or apply payments made during that time to future payments. Mohela failed to place me on administrative forbearance and is refusing to rectify the situation. I called and spoke with several people and this issue was not resolved. I have records from my Moehla account that show the time stamp of when the notification was received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2024-01-05
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: Received bad information about your loan
Consumer Complaint: I have been back and forth with Mohela and the Department of Education. I was told on XX/XX/XXXX by Mohela that I am not entitled to a refund with PSLF forgiveness that was issued on XX/XX/XXXX with 171 cumulative qualifying payments out of 120. I should be 51 overpayments. XXXX stated yes I am to receive overpayment and that Mohela is the sole servicer responsible for issuing PSLF refunds. Also, Mohela you have the wrong dates. You aquired the loan from XXXX and XXXX on XX/XX/XXXX. That is not the date I got loan forgiveness. I have all records from XXXX and should of received loan forgiveness in XXXX when I originally applied which I kept making loan payments up until the covid pause in XXXX. We can't control who the feds transfer the loan too and the missing information is daunting. I've attached all proof as to my refund. It has been a daunting process and want my refund that I am entitled to as well as clear answers. I know I am not the only one experiencing this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60177
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A