Date Received: 2024-01-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My Mohela loans are still appearing on my credit reports ( XXXX and XXXX ) as active. These loans were discharged through XXXX and I received notice of this discharge on XX/XX/. It has been a significant time since this, including the arbitrary 90 days stated by Mohela, and there is no reason why these are still appearing as active loans on my credit report. I have contacted the company multiple times and have not been able to get a coherent reason as to what is happening and why these loans are still on my credit report. I would like these accounts closed and loans removed from my credit report immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were transferred from XXXX to Mohela. When payments were reinstated Mohela pulled a payment of over {$900.00} from my account I had on file. I set up auto pay with the understanding {$200.00} would be my payment. My total balance is {$9600.00}. I was charge 10 % for my first payment. Once I spend hours and provided personal information and waited over a month, they decided my payment should be {$210.00}. So I agreed to that. Auto pay was set up. No payment was pulled in XXXX XXXX, I was marked as over due. When I called, waited over 50 minutes for a rep, I was told the payment was pending ( from XX/XX/XXXX, I called XX/XX/XXXX ) I disagreed and pressed for more details. The rep then said the auto debit amount was updated on XXXX and that takes 1-2 billing cycles to update. I asked where to find that on the website, and no answer was given. The lack of knowledge, information, transparency of this company is unacceptable. I have had Student loans for 8 years, never a single problem until Mohela. And I am unaware of any other option I have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a SAVE application to Mohela on XX/XX/XXXX. After not hearing anything from the company in regards to my SAVE application, I called on XX/XX/XXXX. I called on three separate times on this day. The first call, I waited 45 minutes before speaking to an employee. For background information, I have a private loan with XXXX XXXXMohela . I was trying to ask about my federal loan with Mohela. The employee did not listen to what I was saying and kept telling me to call XXXX XXXX/Mohela as that account was in a delinquent status due to the payment not going through because of a federal holiday. I called the number, waited again, and spoke to someone who could not help me with my federal SAVE application and directed me to call the number I had just called. I called again, waited 43 minutes and had to hang up as I had a meeting for work. I called again later in the day and waited 50 minutes before speaking with another representative. They stated that they had received my application and that I would just need to wait for them to process my information. I did not hear about my application at all and in XXXX, when the academic forbearance that was placed on my account ended, I saw that I had a payment in my account for around {$140.00} dollars. My SAVE application still had not gone through and I was told that if I was on this program, my payments would only be around {$20.00} a month. I called again on XX/XX/XXXX and spoke to someone who had told me that there was a code that was applied to my application that he had not seen before. He reached out to his team who did not tell him what the code meant, but stated that they would need to completely reprocess my application. The person who I was speaking to placed my account back into forbearance which will last until XX/XX/XXXX. The original application I submitted back in XXXX still has not been processed and the resubmitted application has not been processed either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 177XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I never received any communication regarding when payments were to begin, that payments were to not be made in XXXX, XXXX or XXXX of 2023. I have requested numerous times someone to speak with about consolidation or restructuring my loans to a lower interest rate. I have never heard back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53220
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I AM A MILITARY MEMBER AND UNDER PUBLIC SERVICE LOAN FORGIVENESS I am writing to file a formal complaint against my student loan servicer, MOHELA XXXX XXXX XXXX XXXX XXXX XXXX ), due to ongoing issues and mismanagement of my student loan account. As a borrower, I have faced significant challenges and setbacks due to their handling of my account, which I believe violates my rights under the terms of my loan agreement and potentially under federal student loan laws. Account Mismanagement Details : I have no idea if I am in an administrative forbearance as that has not been communicated. Also, I have applied multiple times for XXXX plan with no confirmations. Attempts to Resolve the Issue : I have tried calling and can not get through. No one can get through. Impact on You : I am under great stress because I have no idea what is going on with my loans. Violation of Rights : Possible violations : Right to Accurate Account Information : Borrowers have the right to receive accurate and timely information about their loan balance, interest rates, payment history, and any fees charged. If MOHELA provides incorrect or misleading information, or fails to update your account properly, this could be a violation. Right to Fair Treatment : This includes the right to be treated fairly regardless of race, gender, religion, national origin, age, disability status, or income. Any form of discrimination in servicing loans is a violation. Right to Prompt and Efficient Customer Service : Borrowers have the right to receive prompt and efficient service when they contact their loan servicer. If MOHELA consistently fails to respond to your inquiries or provides inadequate service, this could be considered a violation. Right to Proper Application of Payments : Payments should be applied to your account correctly, first to late fees and charges, then to interest, and finally to the principal. If MOHELA is applying payments incorrectly, this is a violation. Right to Error Resolution : If you believe there is an error on your account, you have the right to request that the servicer correct it. This includes misapplied payments, incorrect interest calculations, or erroneous charges. The servicer is obligated to respond to your concerns and correct any errors in a timely manner. Right to Information about Repayment Plans and Loan Forgiveness Programs : Borrowers are entitled to comprehensive information about different repayment options and loan forgiveness programs. If MOHELA fails to provide this information or misinforms you about your eligibility for such programs, this could be a violation. Right to Protection from Automatic Default : In the case of co-signed loans, some loan agreements state that the loan can be placed in default if the co-signer declares bankruptcy or dies. Newer regulations provide some protection against automatic default in these situations, and if MOHELA places your loan in default under these circumstances, it could be a violation. Right to a Detailed Monthly Statement : Borrowers are entitled to receive detailed monthly statements that include information on how payments were applied, the remaining balance, the interest rate, and any fees incurred. Right to Informed Consent for Payment Allocation : If you have multiple loans managed by MOHELA, you have the right to specify how extra payments are allocated across these loans. If MOHELA reallocates payments without your consent, this might be a violation. Resolution Sought : I want my account handled correctly. I want to know that interest is being cleared off my account and I want a counter showing how much longer I have until my loans are forgiven under XXXX. I also want my XXXX plan application to be processed in a timely manner. It has not been done. I trust that the Consumer Financial Protection Bureau will take my complaint seriously and assist in resolving these issues with MOHELA. The mismanagement of my student loan has had a significant impact on my financial health and well-being, and I seek your intervention to ensure fair and legal treatment as per the regulatory standards governing student loan servicers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77523
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA is unable to locate XXXX payments made through my XXXX XXXX XXXX XXXX. XXXX has confirmed these payments were sent to MOHELA and are pending their acceptance of the payment and processing of the payment, I can also see this same information reflected in my XXXX payment portal. The money has very clearly left my XXXX XXXX account. I have called several times to try to get the issue resolved. I am often put on hold for over an hour and have been hung up on twice. I was finally able to open an investigation request on XX/XX/XXXX and was told I would be contacted in 5-7 business days when the investigation would be completed. I did not receive a callback. I reached out to MOHELA again to find out the status of my investigation request and was told it is still pending and waiting to be processed, a month after I opened the request. I can confirm the payments were sent to the correct address as it is written in a message directly from MOHELA. I keep making payments only for MOHELA to not process them and have no record of them, making my account delinquent. The customer service agents I speak to are never able to do anything more than tell me they have no record of a payment attempt and supervisors do not answer their phones. Payments are : XX/XX/XXXX {$25.00} and XX/XX/XXXX {$25.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also XXXX2 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I XXXX XXXX I am opting out of your reporting services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17601
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX - submitted an IDR plan request via student loan.gov because i was not able to reach a person at Mohela XX/XX/XXXX - submitted feedback case # XXXX to complain after several failed attempts to reach someone at Mohela to put my loan into forbearance. XX/XX/XXXX - called number on studentloan.gov to contact ombudsman to resolve issue with Mohela, and the system hung up on me because of high call volume
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72701
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello! My XXXX, sick, veteran grandfather was trying to spend his money as a gift to pay off my last student loan and this is how mohela mishandled his money. My dad called mohela in XXXX to get payoff balance, address to mail a check, and account number to write on the check to pay off my last student loan. They mailed a check in XXXX to Mohela for my loan # XXXX Mohela cashed this check on XX/XX/XXXX but never applied it to my loan. We called numerous times and spent hours on the phone. We have been told numerous stories. We were told by a supervisor that they would be applying to the correct account in 10 days. Didn't happen. Then we told they just needed our proof from the bank that showed mohela cashed it - we sent that documentation. We were told at one time that there was record on one of my accounts ( had a precious fed loan account that was forgiven due to PSLF ) that the check was sent to the wrong address but that in the record they could see mohela told them the wrong address when they called in XXXX. Apparently the check was sent to a location that only dealt with fed loans so could not apply the money to my FFEL loan. Since then mohela claims there is no record that my family was given the wrong address. We have now been told the documentation was submitted for refund on XX/XX/XXXX and we should get it within 90 days. I have filed numerous XXXX complaints to get to this point. It has been more than 90 days and we have no refund. I filled a complaint with federal student aid and they stated mohela told them I would get a refund 30-45 days after XX/XX/2023. Still we have no refund. I am continuing to have to pay interest and make monthly payments because mohela had mishandled our money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 657XX
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Due to the number of errors and extensive issues with my account and lack of responses from Mohela, I am attaching a detailed explanation, along with attachments for a better explanation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A