Date Received: 2016-08-14
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: My loan is serviced through MOHELA and is at a 9 % interest rate. In XXXX, XXXX, I called to inquire regarding my high interest rate and possible options to lower payments, etc.. I was told that I 'd been charged incorrect interest since the loan originated ( XX/XX/XXXX ) and to " hold off payments '' until MOHELA 's accounting department could reconfigure my balance. On XXXX/XXXX/XXXX, I received a letter that my terms had changed to 8.17 % and balance reduced from {$36000.00} to {$23000.00}. This reduced my payment significantly and I made many financial decisions based on this information. I proceeded to make a home purchase, my credit improved, and I took a new job in another state. Subsequently, on XXXX/XXXX/XXXX, I received another message from MOHELA stating that the terms had been CHANGED BACK ( 9 % interest rate ) and my balance had actually gone up because they 'd put my loan in forbearance while their accounting department calculated what my new payment would be at 8.17 %, etc.. In calling MOHELA, I was told that the original person who 'd given me the information " had been XXXX '' and could not be reached. I then spoke with multiple supervisors in Customer Advocacy. " XXXX '' is my primary contact and states she is " trying to get Senior Leadership to do something but having a hard time ''. I 've gone weeks at a time without receiving a call back and it has taken hours of my time to try to get this resolved. I am a XXXX working at a XXXX and do n't have time in my day to constantly try to get an answer. I feel like I 'm being ignored and it seems unethical and illegal that a financial institution of any kind could change one 's loan terms on a whim. I made financial decisions for my family based on information received, only to have them change it back " because we made a mistake ''. The change in terms was in writing and they should be held accountable. I understand I have an obligation to pay my loan, but MOHELA has an obligation to provide accurate information and abide by the terms they provided me on XXXX/XXXX/XXXX. I encouraged them to utilize their " mistake '' for future training of employees or in looking at their processes. XXXX and financially, I was so relieved to hear that my balance had been reduced and that I would be able to meet some financial goals I 'd been pursuing. For MOHELA to make such changes on a whim, without this in consideration, is completely unethical. Something NEEDS to be done.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2016-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-11
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: Mohela reported to the three credit bureaus in XXXX 2016, but my XXXX XXXX rejected that payment as an error. This is the first 30 day credit mark that I have with them. It is not my fault that my bank rejected the payment because the money was there. I advised my bank that I need a letter showing proof they received my deposits but its not credited to the account. My mom is the cosigner on this account and I do not think I should be punished for what my bank did. This is affecting my credit and my mom 's credit as well. I have a good payment history with Mohela therefore I am willing to do auto payments, but I need the credit mark removed. I did not know they were rejecting payments until I received Mohela 's emails. I have a pending complaint with XXXX XXXX as well to get this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2016-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-10
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I was n't able to pay a private student loan I got over ten years ago in Missouri ( MOHELA ). Eventually, a judgment was taken out against me. I have finally graduated from college and would be able to pay a reasonable amount per month, but the exorbitant attorney 's fees and 10 % interest on the judgment are keeping me from basically ever being able to pay off this loan. Also, the attorney will not give me information about how to pay electronically, is not agreeing to the payment arrangement I proposed, and now is trying to make my father pay -- he has even less money than I do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2016-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-06
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: I have tried to get this resolved but it has caused delays so that I think my original complaint has not been answered. I want to know where the figures that XXXX is trying to ruin my credit came from. They only sent me a list of charges sent them, no explanation where they came from. I received the amounts submitted to XXXX. But did not receive the paperwork that told me what each charge was from. How did they get these numbers that was sent to them. They also sent me a closed school form. I filled it out and got a response of no turned down. I am questioning where these figures came from because they are strange and my classes were not this much. XXXX courses x XXXX & XXXX pell grant do not add up to this. I want to know where these figures came from? Not just the amounts given to them which are wrong. The amounts and dates are not right. I gave them all of my paperwork for XXXX for XXXX form I got turned down, because there was n't a review date and I did n't have a doctors note. I do n't have a review date because XXXX They need to get it broken down so I can see where these figures came from.The dates amounts do not make sense. XXXX XXXX closed, I never got my degree, Was told they were closed for stealing student money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-03
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: MOHELA continues to cancel my autopay ( 3 times now ), which increases my interest rate 0.25 %. They claim that my bank issues a stop notice after the autopay has been drafted. My bank has no record of these " notices '' claimed by MOHELA, and MOHELA has refused to provide proof of the claimed notices. Again I continue to pay from the same account on single payments with no issue after my autopay is cancelled, and the next month my autopay works after I re-signup for autopay which is then cancelled after payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-31
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: DEPARTMENT OF EDUCATION ASPIRE RESOURCE IS REPORTING AN ACCOUNT THAT THEY NO LONGER SERVICE AND OTHERWISE TRANSFERRED TO ANOTHER LOAN SERVICING COMPANY AS A NEGATIVE ACCOUNT ON MY CREDIT REPORTS ( XXXX, XXXX AND XXXX )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07103
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-29
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: I made two on time full payments to my loan servicing company Mohela and all of the payment was applied to interest, there was no late payment or any other fee 's.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-22
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Hello, I currently have my Federal Student Loans serviced by Mohela. I attented to set up a recurring auto-debit set up, whereby I would have an additional amount withdrawn every month. I wanted the additional recurring to go to a specific loan, rather than be spread across all my loans. However, I called them and they explained they do not have that option available. They said I would have to pay manually every month if I wanted my additional payments targeted. Given that they are a federal loan servicer, I find that they do not have this option to be ridiculous, and purposefully unfair to consumers. This is a policy put in place for the purpose of extracting additional interest. A consumer should have the option to direct where his additional recurring payments go, especially with the servicer pulling out all the stops to ensure we use auto-debit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11103
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-20
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: On XXXX XXXX, 2016, I contacted MOHELA because I logged into my online account and suddenly saw a very large accrued interest balance. I had been paying what had been displayed on their site as the accrued interest even though my payment was {$0.00}, due to a partial financial hardship. The amount was pretty consistent, as reflected by my payment history, so I assumed it was correct. I was under the assumption that, having paid the accrued interest while my payment was {$0.00}, I would not owe any interest, so of course I was surprised to see this large number. The person I spoke with, XXXX, volunteered to file a complaint for me, but I never heard anything. Today, I contacted them again about a separate issue, and tried to resolve this issue as well. I spoke with someone named XXXX, who was very condescending but ultimately managed to explain the issue of the day. He did not know, however, how their computer system allocates a payment to the loans if your payment is {$0.00}, which troubles me. So my complaint is XXXX in this case : 1. Why was their online system displaying an incorrect amount of accrued interest for most of last year? 2. Why are n't payments applied in some logical way to interest first and then principal or however they 're supposed to be applied? 3. What good does it do for them to file a complaint with the DoE or wherever, if it just goes into the ether and I never hear back about it?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55404
Submitted Via: Web
Date Sent: 2016-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-01
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: Mohela has all different charges, Why are they all different? I took XXXX courses at a time@XXXX for XXXX courses. XXXX course to make XXXX. Then I got a XXXX pell grant. That should be XXXX that I had left to pay. Since they say they are XXXX and they say ( charging late fees ) I have seen quite a few times the last few months. This late fee is usually done once a year at the end of the year. I would like to see where these charges came from, since XXXX was closed for taking student money. I was notified by another College that told me they were trying to contact anyone and cancel the loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No