Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have qualified for PSLF for XXXX in a high needs school for XXXX years at this point. I have applied 2-3 times and have been declined for things such as using a hyphen incorrectly or not making enough qualifying payments. I have not missed a single payment and have actually overpaid my payments. I continued to pay my loans even when they were in forbearance. I have colleagues who competed the same program and same amount of years that were accepted. The pslf program seems arbitrary.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60707
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: Tonight, XX/XX/XXXX at XXXXXXXX XXXX., I received an email from Mohela alerting me that I was past due on my student loan payment ( attached ). This is the first time I was notified that I even had a payment due let alone that I was now past due. I logged into my Mohela account to make sure I did not miss anything. I looked at the loan information for both loans, and they both said I was past due and that my next payment is expected on XX/XX/XXXX, in the amount of {$260.00} ( {$130.00} for the current payment and {$130.00} past due ). I went to my messages in the website and saw a letter from Mohela telling me I was past due. The letter was dated XX/XX/XXXX. Mohela waited over 24 hours to even send me the email to let me know my account was passed due. What kind of business practice is that? Mohela never notified me of my SAVE application being approved ( applied in XX/XX/XXXX ), nor did they notify me that I would be taken off the administrative forbearance they put me on to process my SAVE application in XXXX ( CFPB complaint filed ), nor did they notify me of payment due on XX/XX/XXXX. In fact, on Mohela 's website, it states they are required to notify me 21 days before my bill is due. This never happened. As you can see by the documents I attached, Mohela hasn't sent me any letters or emails about a payment being due. The notification for payment due should have been around XX/XX/XXXX, and in my messages for my account, there is nothing. I logged in just before the end of the year to see if there was any update on a payment date or information. There was nothing, confirming to me that Mohela did not update my account. Mohela has violated my consumer rights by failing to notify me of payment due and then emailing me at XXXXXXXX XXXX ( after business hours ) to let me know I am now LATE, after placing me on a forbearance without even telling me why. Plus, I can't call anyone at this business because wait times are four hours each time only to get an agent who can't answer any basic questions. Mohela can not legally report it late to the credit bureaus due to the Dept of Ed 's on-ramp policy for the COVID pause so if I see a notification that this occurred, I will be back to file one again. This is an unacceptable practice especially if they are supposed to be the " experts '' in servicing of federal student loans. The company can not even complete the correct tasks of bill notification or responding to complaints with the right information. Mohela should be held accountable and heavily fined for their inability to do their job correctly and efficiently. The sad part is my tax money is being sent to pay this company. They have exposed how predatory and corrupt the entire student loan system is. Mohela is nothing but a for-profit entity gobbling up free tax money and providing lousy services to the citizens. It's time to cancel ALL FEDERAL STUDENT LOAN DEBT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted a request to change my payment plan to the new XXXX plan and my account was placed in forbearance. I requested my account to be taken out of forbearance and continue making payments while the XXXX payment plan application is being processed. The reason I didn't want my account to be in forbearance is that payments made while the account is in forbearance are ineligible for the XXXX XXXX XXXX XXXX ( XXXX ) Plan. My account was placed in forbearance starting XX/XX/XXXX through XX/XX/XXXX. I submitted XXXX requests ( on XX/XX/XXXX and XX/XX/XXXX ) to remove the forbearance. I made the payments for XX/XX/XXXX and XX/XX/XXXX while my account was still in forbearance. I had called MOHELA a couple of times about the forbearance being removed and I was told that due to processing delays, my requests to remove the forbearance haven't been processed yet. I was told that once the requests are processed, they'll be effective as of the dates I requested the change from, that the forbearance would be removed effective in XXXX since I requested the removal of forbearance on XX/XX/XXXX the first time. On XX/XX/XXXX, I followed up with MOHELA and I was told that the request submitted on XX/XX/XXXX has been processed on XX/XX/XXXX ( after the forbearance ended on its own ). XXXX became eligible for XXXX but XXXX isn't, the removal of forbearance hasn't been retroactive to XX/XX/XXXX as I was told. MOHELA said there's nothing they can do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I sent in my Employment Verification as XXXX XXXX XXXX XXXXXXXX XXXX to Mohela as I am eligible for the Public Service Forgiveness due to the new guidelines. Per the paperwork I had to be in an IDR which I did and my payment was more than my previous payment while not in the IDR. It also stated on the paperwork my loan would be placed on Deferment/Forbearance until the PSFL was reviewed and it was not. When I requested, they place it in deferment/forbearance, I never recevied a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18901
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Submitted PSLF application for 2023, and requested forbearance, as I have enough qualifying payments for my loan to drop to a XXXX balance. They were only waiting on employment verification. I submitted this request on XX/XX/2023. They still have not put my loan in forbearance, reviewed my PSLF application, nor my employment verification. They continue to harass me for payment, report to the credit bureaus, and show that I am past due, when my balance should be XXXX. I sent a message asking about the forbearance on XX/XX/2023, they responded with a request for payment on XX/XX/2023, completely ignoring my question about forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The save program isnt being applied correctly. One minute Im told that I have a payment less than {$200.00} and then I get a message that its over {$500.00}. My PSLF forms that are being submitted are not counting over a year of payments that would be approved according to guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47265
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/23 my check in the amount of {$3600.00} to pay off my student loans in full was cashed. However, my account was never credited. In the month of XXXX I called Mohela multiple times, sent several messages through the portal and uploaded a copy of the cleared check twice. After requesting to know who would be handling my issue I was told by a senior rep that he will forward my information to accounting. He stated he has no idea when or how I will hear back from them and that is all the information he can give me. He refused to take my check number or amount to pass along to accounting. This was XXXX weeks ago and I still have not been able to get in touch with anyone who can investigate and find my missing money. I am currently still being charged for my full balance. Today, XX/XX/23 I spoke to a rep at Mohela again and was told he has no idea when or if my issue will be resolved or even if anyone will be in contact with me to inform me of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33905
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I was informed that I had XXXX PSLF qualifying payments and needed XXXX remaining payments to be finished with my PSLF process so that my loans could be forgiven. I had to start back up making payments on XX/XX/XXXX in the amount of {$350.00} and I did so as well as on XX/XX/XXXX. The amount was deducted electronically from my bank account and paid to the Department of Education. On XX/XX/XXXX, I received an automatic withdrawal notice for my payment due on XX/XX/XXXX. However, on XX/XX/XXXX I received a letter about an automatic withdrawal in the amount of {$190.00} due on the XXXX so I logged in to see what was going on for the amount to drop. On XX/XX/XXXX, I received a letter of Financial Activity for Loans. My original loans that I had been paying on were Loans XXXX and XXXX. The loans had been broken up and changed to loans XXXX, XXXX, and XXXX. They still totaled the same amount of money owed but now the payment count had been changed. It is now showing that I have XXXX qualifying payments with XXXX remaining payments to be made. I also received a delinquency notice that is still showing that I owe {$86.00} for loan XXXX but I paid {$150.00} on XX/XX/XXXX with XXXX of Mohela 's agents over the phone and it was deducted out of my bank account on XX/XX/XXXX. I have contacted them numerous times and they just keep saying this is a Department of Education problem and there is nothing they can do. So they deducted the {$350.00} out of my account just in XXXX different deductions so nothing should be owed. I am 2 years from retiring and XX/XX/XXXX should be my final payment. They informed me that I would have to continue to make these payments until all this was straightened out and I would receive a refund it needed 90 days after it was straightened out. This is unacceptable and I don't have {$350.00} to keep paying them until they decide to fix the mess they have made with my loans. I haven't been late and I haven't done anything other than what they have required. I don't know what else to do but I don't have the extra money to just keep making payments when XX/XX/XXXX, should be my XXXX qualifying payment. Please advise me as to what I need to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is not applying the PSLF ( public service loan forgiveness ) XXXX XXXX waiver to my XXXX payments that would grant me immediate forgiveness.I have been trying to resolve this nightmare for 2 years. Mohela refuses to listen or try to resolve this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 154XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Completed SAVE plan for Mohela on XX/XX/2023. Had my loans placed on Deferment while application was being processed. XXXX seems to still be in process. I have not been informed of my application being complete. I have not been informed if I qualified for XXXX XXXX. Received letter and email on XX/XX/2023 that I was passed due on my first payment and that an additional pay would be due XX/XX/2023. I was never informed that my deferment had ended from the XXXX plan application. I was never informed of my first loan repayment ( I received a past due letter instead ). I haven't received communication via phone, mail, email, or within Mohela module of such changes. I was simply informed of my past due bill and my upcoming bill. In the past I've had conflicting information from Mohela on my status. Mailed information has deferred from what is listed within the Mohela website account. Till this day I am not sure if I've been placed on the XXXX Plan. By the looks of the amount due I think I am not in the XXXX Plan. Having to take time off work to address this during business hours has been challenging. Any information of any changes from XXXX until present would be greatly appreciated. I fear my credit score being impacted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A