Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to formally complain about the continuous and unresolved issues I have been facing with my federal student loan repayment plan. Despite repeated communications and assurances, my account has not been updated to the Extended Repayment Plan as requested, causing significant financial strain and distress. In XX/XX/XXXX, I contacted Mohela to request a change from the Standard Repayment Plan ( $ XXXX ) to the Extended Repayment Plan ( approximately $ XXXX ). I was assured that the request would be processed. However, despite following up in XXXX, XXXX, XXXX, and XXXX, I am still on the Standard Plan, paying $ XXXX since the student loan pause ended. Each call involves a considerable time commitment, averaging 2 hours, only to be informed repeatedly that my request is being processed. On XX/XX/XXXX, after an extended call and a transfer to an account specialist, the call was disconnected without resolution. This pattern of unaddressed requests and lack of accountability is unacceptable. As a new XXXX with a child to support, the difference of around {$230.00} in monthly payments significantly impacts my financial situation. I have made more than five attempts to resolve this issue, all of which have been unsuccessful. I urge Mohela to take immediate action to : 1 ) Review and update my repayment plan to the Extended Plan as initially requested. 2 ) Provide a detailed explanation of the delays and a clear timeline for resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30601
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Electronic communications
Subissue: Frequent or repeated messages
Consumer Complaint: Mohela has been sending me false student loan amounts. I am on a forbearance repayment plan but im still getting harassed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06109
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 erroneously made a lump sum payment of {$13000.00} on XX/XX/XXXX to MOHELA at the restart of loan repayment. Despite not receiving a billing statement delivered ahead of XX/XX/XXXX, and without time or information to enroll in the XXXX plan. I have tried calling multiple times to refund this payment and have had extreme difficulty getting any clarity on its status. Because I did not receive this statement on time, and because I did not have proper notice about my XXXX options, I believe I should be refunded. My loans were transferred from XXXX XXXX to XXXX to MOHELA within less than a year, adding to the confusion. In trying to fix this issue, we have asked multiple times to be put on forbearance. Most recently, we were explicitly told over the phone that our account had been placed on forbearance by XXXX ( XXXX ID XXXX ) on XX/XX/XXXX however we have continued to receive billing statements and late notices for XXXX and XXXX. Please see detailed timeline attached as pdf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 061XX
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: MOHELA is my student loan servicer. I was placed on admin forbearance from XXXX due to billing statements being untimely. Despite the forbearance ending at the end of XXXX and a payment being due on XX/XX/XXXX, I was never sent a billing statement. On XX/XX/XXXX, I pointed this out in an online message to MOHELA. I then received a reply back with a billing statement that was back dated to XX/XX/XXXX. This is after they retroactively placed me on admin forbearance from XXXX - XXXX without sending me any notification and I was only notified when I was wondering why a XXXX payment was not due. It appears the issues that were supposed to be fixed during that period havent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97504
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: The whole process with Mohela has been very frusterating and confusing. From taking almost two months to respond to a customer service question, to confirming auto-debit, but then nothing was auto-debited, I am left confused and concerned that they are handling my loan repayment properly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have tried getting payments lowered I have tried getting loan forgiveness I can barely make ends meet as it is and they want me to pay {$230.00} a month but the interest alone is over XXXX these will never get paid off. I applied for idr and save submitted all the paperwork thy asked for my husband income which he was unemployed so I sent his unemployment statement then they denied me still Saying our name wasnt on the paperwork which it is
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91977
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: First off they are late or super slow to get info out. I just got a notification saying my loans don't need to be paid back in XXXX That update wasn't on my account before or even yesterday. I made a payment on XXXX which they had troubled accepting. I got an e-mail saying that they had resumed and I owed in XXXX That got to me in XXXX funny how when they need money they sent out the info in a timely manner but when its us not having to pay we get no notification until XXXX days after it ended? If you have a question you have to call because its a XX/XX/XXXX shot that they won't even answer your online questions. I have stuff years ago they never have answered to this day. I am part of the PSLF and they refuse to get my account correct. I certified my employment every year from XX/XX/XXXX to current. I am having to fight with them to update the qualifying payments. They corrected XXXX which it took XXXX years and me bugging them to actually certify. Now for some reason XXXX has been backed out ( wasnt that was before the XXXX " fix '' ). I have qualifying payments from a previous employer and they were not on the list for qualifying employers but I could have them look in them if they should be on that list. I haven't heard anything and if they did certify that employer I would be close to being able to close out my loan, which I don't believe that is a coincidence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
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: In XXXX, I submitted an XXXX for the PSLF Program. This XXXX was for payments XXXX and XXXX to then qualify my loans for forgiveness under the PSLF Program. I have a letter dated XX/XX/24 that indicated my XXXX was processed and that I had obtained 120 qualifying payments. However, a week later, my account was placed on a retroactive short-term forbearance that I did not ask for, because they didn't send out a billing statement in a timely manner back when my first payment was due in XXXX. This cascaded into my 120th payment being moved from qualifying to ineligible. So now I only have 119 qualifying payments, a second letter was sent, dated XXXX. I called Mohela on XX/XX/XXXX to ask what was going on. The customer service representative told me that they would be getting someone to fix the account. I called again on XXXX and this representative told me that the only way this was getting fixed was through the IDR waiver and there was no way for them to tell me when that might happen. Because my account had already reached 120 qualifying payments once, I am concerned that the IDR waiver will not be triggered. I am also concerned about this retroactive change to my account. They should not be able to go back and change an eligible payment to ineligible because of their mishandling of accounts. This unrequested blanket fix for their past mistake is causing undue hardship and suffering for borrowers who have fulfilled their requirements of the PSLF program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40475
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: Mohela is refusing to abide by rules set by the US Department of Education. According to Studentaid.gov, the earliest date for recertifying an IDR plan is XX/XX/XXXX. However, despite this guidance, my Mohela account shows a recertification date of XX/XX/XXXX, and Mohela has stated that they will not be pushing out this date, despite my pointing out the Department of Education 's guidance. Website : https : //studentaid.govXXXX XXXX XXXX XXXX When do I have to recertify my IDR plan? The earliest you could be required to recertify is XXXX XXXX XXXX On your account ~~My Aid~~ page, you may still see a recertification date that is earlier than XX/XX/XXXX. We are working to get those updated, and we thank you for your patience. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX XXXX, that date will be pushed out to XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I believe by law I am supposed to receive a billing statement weeks before my due date. I never received it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91104
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A