Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently under the PSLF ( since XX/XX/XXXX ). My loans have been placed on an automatic deferment, by MOHELA, due to me attaining my XXXX ( estimated completion in XXXX XXXX ). On XX/XX/XXXX I spoke with XXXX ( very helpful and professional ), from MOHELA, requesting to remove the deferment so I can make qualified payments towards my forgiveness. She assured me that the deferment would be lifted in 3 weeks to 1 month max. It has been nearly 2 months and the deferment is still there. On XX/XX/XXXX, I called MOHELA and spoke with XXXX, who unprofessionally hung the phone up on me. I would simply like the deferment to be removed so I can make qualified payments to receive forgiveness. Time is of the essence, and each month that passes without me making qualified payments affects me. I am very disappointed with MOHELA. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
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: My loan is on a repayment plan based on my income, Mohela never reports correctly they are reporting Im late on every payment but my payment is XXXX $ they are affecting my credit score weekly its consistently saying I owe XXXX but then theyre reporting me late every month sometimes more than once a month. The information is never the same from them Ive been at it with them since XX/XX/2023 2023
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
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 contacted Mohela to inquire about why the months of XXXX and XXXX ( XXXX ) are marked as ineligible payments towards Public Service Loan Forgiveness ( PSLF ). The agent I spoke to stated that it is due to being placed on Forbearance. I stated that I received a letter stated I was placed on " Administrative Forbearance '' and on my dash board it stated these would count towards PSLF qualifying payments. The agent stated I was actually placed on " Processing Forbearance '' and not actually " Administrative '' despite the fact I got a letter stating it was Administrative. I then informed the agent that I contacted them back in XXXX when I was first placed on this forbearance and requested to be taken off to which she responded she sees this on the notes but does not know why I was not taken off. I then told her that why was I placed on forbearance for that long when they were not processing anything she continuously gave me the run around stating that I was no longer on forbearance and can make two more payment which would count towards PSLF. I informed her that was incorrect due to not meeting the requirements of needing to be on a qualified IDR/ IBR plan. She reported that I did not need to be on XXXX and to go ahead and make these payments in XXXX and XXXX to meet the 120 qualifying payments. I asked the agent why was I denied for the IDR request and she reported that it was due to my income and family size, which is a mistake as another agent explained to me back in XXXX. I applied for income contingent repayment which did not have any limitations to income or family size. She then stated she is unsure. I told her that when I spoke to someone in XXXX they stated they would re-process the request but now it is just showing it got cancelled, even though my account on Student aid states it was approved. Mohela placed me on a standard payment plan instead of the payment plan I requested which they cancelled for no apparent reason. The agent stated she didn't know why it was cancelled and continued to tell me that from here on out I should not have any issues and if I make the last two payments I would be good and will meet the 120 PSLF qualifying payments to receive forgiveness. Had they not deceived me or processed my request to be taken off this forbearance I would have already met the 120 qualifying payments. I have proof of letters, screen shots of my dashboards and a recording from our conversation yesterday stating all the misinformation I received. I have worked hard to meet these sturn requirements just to be misinformed and cheated on when these could have been fixed on their end due to their own mistakes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97123
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: I completed an Employment Verification Form and it was submitted by my employer. It was received by Mohela on XXXX I called on XX/XX/XXXX and was given no information as to why it has not been processed. In addition, in XX/XX/XXXX, a representative of Mohela told me that my account would be reviewed for IDR payments made back in XXXX XXXX XXXX XXXX XXXX and that I would received PSLF credit for those payments but I have yet to see any counts credited. Some of these loans are over XXXX XXXX XXXX. I asked the representative on XX/XX/XXXX if my account had been reviewed for the IDR counts and she said it had not been reviewed. It has been 9 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
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: On XX/XX/2023 documenting was sent over updating the tax ID Number. Borrower requested to speak with a supervisor after a XXXX XXXX minute wait time and was placed back in que. Borrower made several attempts to contact Mohela in efforts to resolve discrepancies on the amount of payments that have not been counted towards the XXXX payments Account shows that the borrower is eligible for a total of XXXX payments however account has not moved passed XXXX even with the documentation submitted,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45231
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: I received a student loan repayment detail dated XXXX XXXX XXXX. Paperwork was very confusing and listed a repayment obligation schedule. It says payment start date XX/XX/XXXX for {$120.00}. I assumed that meant the XXXX of the month I am to make a payment. I made the first payment by hooking this up to my bank. When the next month rolled around I did not receive any billing on for it. I specifically request a hardcopy so I can keep track of the documents with a physical copy rather than online where sites can crash, etc. I called Mohela who I have my loan with and discussed this, and expressed my confusion as to why I am not receiving bills although I was told I have repayments beginning XXXX They told me I should be receiving bills in the mail ( they double checked my address, etc. ) they said they have sent it but I never received anything for the month of XXXX or XXXX. They tried to convince me to pay through their site and only receive billing through electronic even though I expressed that I want hard copies. By the time I realized I was not getting a bill and got connected with MOHELA costumer service, it was around the same time as the due date. They told me I wouldn't receive any extra charges or interest because of this. However, now for the month of XXXX I had finally received a bill for my federal student aid through MOHELA for the {$120.00} but the bill said {$0.00} due for XXXX The instructions and billing I receive do not make sense and no one on the phone gives me a clear answer as to what the deal is. Again the issue I was having was them not even sending me my bills even though I clearly stated to them several times I wanted bills in the mail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
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: I have grad school loans through MOHELA- I have set up direct deposit 3 times now and each time it says I am good to go. And every time my payment deadline rolls around my money is not withdrawn and I get hit with a late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
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: Two problems. First problem is they raised my monthly payment by forcing me into a different payment program. The second problem is they sent an erroneous bill on XX/XX/2023, and I trusted them so I paid the bill in full. They admitted I didn't have to pay this and that they made a mistake- but they have not refunded the erroneous payment from the fraudulent and fake bill they sent me. I tried calling and sending messages. The phone system takes you into XXXX minutes of automated messages, and then they put you on hold with estimated wait times of XXXX minutes- if you wait, they disconnect the call. I sent multiple messages to which they respond with copy/paste responses that do not address the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 222XX
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: I was receiving monthly bills for {$910.00} from XXXX Mohela for my student loan. My first issue was back on my first bill in XXXX. I put in the information to my bank account using my correct ID number for this loan account and I provided the address information that I had on the bill. Apparently that is not the correct address as that does not go to the billing center which doesn't make sense considering that's the information given to me on the bill. I had to wait weeks for this payment to finally go through. One end it said it was paid but I never had the money taken out of my account. I was frustrated and becoming worried that I would not have the money in my account when they finally took it out AND that I would have to do another payment before this original payment was taken out ( essentially XXXX {$910.00} payments at once ). I finally contacted them when I noticed it wasn't being taken out as I'm now worried that it would mess up my credit score/interest charges, etc. They informed me that the check from my bank was being sent to the wrong office. I informed them that I have no other information about where to send and the correct information should have been provided. This was cleared up as I expressed my frustrations. I now did not receive my XX/XX/2023 bill that was due on XX/XX/2023 until XX/XX/2023. I received the bill A MONTH late and 11 days after the payment due date. I called to inquire before the due date why I had not received a bill for this month ( with all of the repayment plans, etc it gets confusing what is actually due when ) and they informed me that a bill was sent and I do have the payment ( they have claimed sending me bills before with another loan I have with them but I have never received them in the mail ). They resent that bill and I got the original one in on XX/XX/2023. I then received XXXX 's bill a few days later totaling XXXX 's " missed '' payment and XXXX 's making it {$1800.00}. I again call in a panic asking what is the true payment I owe and did they even receive my XXXX payment. They told me I only had to pay the original {$910.00}. It is a monthly battle with this company to receive accurate and timely information. I spend every month having to call them to figure out something whether it is because they are not sending me bills, sending them late or providing inaccurate payment amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of XXXX, several of my student loans were approved for discharge due to Borrowers Defense. The discharge of these loans is still pending. Until these loans are discharged, my student loan account should be in forbearance. This has been communicated to Mohela on several occasions by me and by The Department of Education. My loan has been in repayment since XXXX of XXXX and should not be in repayment. They also had my repayment amount at over {$900.00} on the SAVE plan, which was calculated incorrectly. It is currently in repayment and should be in forbearance due to the pending discharge through Borrowers Defense. We have called Mohela numerous times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) and requested the forbearance and sent numerous written communication with attachments from The Department of Education. We have contacted the Borrowers Defense department through Student Aid and they have indicated they have sent numerous communications to Mohela, all to no avail. A complaint was filed with Student Aid and they indicated again they loans should be in forbearance until the discharge is processed and that has been communicated to the servicer. The most recent letter was sent to Mohela and received by them on XX/XX/XXXX and again no response or action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A