Date Received: 2024-01-04
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On several occasions I have contacted the company MOHELA and the CRAs to provide a copy of a contract with a wet signature proving my business interaction directly with the reporting company of MOHELA. Per MOHELA, I was told to look online for this information and there no available information. I have asked to have the reportings removed if the information could not be provided and the companies continue to report against my request of proof. Neither of the reporting companies have given me a valid source of proof to report those disputed accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85396
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, The Federal Student Aid website ( studentaid.gov ) states that, The earliest you could be required to recertify is XX/XX/XXXX. On your account " My Aid '' page, you may still see a recertification date that is earlier than XX/XX/XXXX. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. The problem is that the Federal Student Aid website and Mohela website ( http : //mohela.com ) both say that my recertification date is on XX/XX/XXXX. Both Federal Student Aid and Mohela keep on sending me reminders to recertify, and warn me that, if I dont recertify by that date, I will be kicked off of my income-driven repayment plan and my monthly payment will increase from {$160.00} to {$520.00}, which I most certainly can not afford. Ive tried to get Federal Student Aid website and Mohela to update my recertification date to XX/XX/XXXXXXXX as it should be, but Im either hung up on when I finally get off of hold or Im simply told that they dont know what Im talking about. Ive made 6-8 attempts in the past 2 months. Your help would be greatly appreciated. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20877
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: Need information about your loan balance or loan terms
Consumer Complaint: To whom this may concern, As of XXXX XXXX, The student loans of approximately {$2800.00} and {$5000.00} coming to a total of {$7800.00} were proposed from the original creditor XXXX XXXX XXXXXXXX to me. Due to forebearance in XXXX, the debt was purchased and given to a third party ( my current ) student debt collecting service, Mohela. From XX/XX/XXXX to XX/XX/XXXX, Mohela claims, interests accrues if not paid even though my balance and fees are {$0.00}. As of XX/XX/XXXX an amount of interest that was nonexistent proposed to be paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92821
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: Received bad information about your loan
Consumer Complaint: I received letter from Mohela that they bought my student loans. I went online and applied for forbearance, because I'm unemployed and I received a letter from Mohela stating my payments will be {$0.00} for 12 months, effective XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating effective XX/XX/XXXX, an amount of due of {$130.00}. I would like for Mohela to be investigated for manipulation my records to reflect incorrect timeframe of debit being collected. Based on the special loan program called SAVE plan, which I applied and received confirmation there's no payments due. Also, Mohela has sent a letter stating this same account is in default which its not. This student loan company has brought great hardship and mental stress and the inaccurate information have a adverse damage to my credit via the reporting credit agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First, on XX/XX/XXXX I submitted a request on the Mohela website through my account to change my payment plan from XXXX XXXX XXXX. The XXXX amount was too much per month in the long term, and I wanted to move into the XXXX repayment plan. As of XX/XX/XXXX, XXXX full months after I submitted my request to XXXX my payment plan, my account was still showing under the Graduated repayment plan. Second, Mohela did not give me the proper notice that my loans were due and once they did, had the incorrect payment plan and payment amount. I received my first payment statement via email on XX/XX/XXXX which was about XXXX days to notify me of my first payment being due on XX/XX/XXXX. The payment amount was still showing as the XXXX amount, not the XXXX repayment plan, which I had requested be changed back on XX/XX/XXXX. Third, on XX/XX/XXXX, my loan was placed into XXXX XXXX with no explanation of why, no date as to when the payments may resume or any type of information on what was going on with my loan. I was notified of this XXXX via email, and it simply stated that my loan was placed into XXXX XXXX, no other information was provided. I received another email on XX/XX/XXXX, stating they were processing my change in repayment plan and my next bill would be due in XXXX. Which is it? That I have a bill due or that I was placed into administrative forbearance? How can you tell me you are placing me in XXXX in XXXX email and then turn around and send me a second email and say my bill is due? And, calling them is a nightmare. Hours to hold on the phone to wait to talk to someone. As of XX/XX/XXXX my loan is back under repayment, and it shows under a " XXXX '' plan, I have no idea what that means. I chose the XXXX repayment plan. I have never heard of a XXXX plan. The amount shown is not what the XXXX repayment amount was showing when I put the request in to change my payment plan in XX/XX/XXXX and there was no explanation provided to me for why they put me into this different plan under a different amount. Why was my payment plan changed XXXX months after I requested it? And why was it changed to a plan that I have no knowledge of the terms and did not agree to? How can they change my plan to something that I was not notified of or explained how it would impact me? The handling of my student loan return to repayment has been disorganized, confusing and frustrating. Mohela has not provided me with adequate information on the status of my loans, and they took over XXXX months to begin to process a change in repayment plan for my loans. They put me in forbearance with no explanation. They have not explained how they came up with the payment amount that I have. How am I supposed to plan financially to repay these loans when due dates and amounts keep changing and the terms of the plan Mohela placed me in are unclear? I have XXXX confidence that my payment amount is correct and that Mohela is processing my loans in a correct and timely manner. I am not paying on a loan that has been handled this poorly and that I have no clarity or confidence that I am being setup to successfully pay this loan off. When I chose the XXXX XXXX plan on XX/XX/XXXX, my payment was supposed to be {XXXX per month. Now I am in a " XXXX '' repayment plan and my payment is XXXX per month, which is not correct and not what I agreed to. Please hold them accountable for messing up my loans to the point I have no idea what payment plan I am in, why my monthly payment is what it is, how long this will take me to pay off, etc. I have attached emails and screenshots of my account on Mohela to validate my account of what has happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I received an email stating that my loans were in administrative forbearance from XX/XX/XXXX to XX/XX/XXXX with no payment due and that my payments would resume in XXXX XXXXThe website showed that payments were due so I made payments from XXXX to XXXX. The website did show a XXXX amount due for XXXX but without an explanation. I made the payment in case the XXXX was a mistake and assumed that if it werent a payment wouldnt be required in XXXX. I later learned that sincw I paid more than 25 days before the billing statement none of these payments counts as paying towards my next due dates. So I made 3 payments when I didnt need to. Im on maternity leave currently so making extra payments is not something I would have chosen to do. Its ridiculous that I was only informed of the forbearance once it ended.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have reached out to Mohela several times for a update on my loan forgivingness and they just keep telling me they're working on it. I have not received any updates and my loan should've been forgiven based on the guidelines.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60467
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela sent a super confusing email on XX/XX/XXXX which says regarding the XXXX delayed statement issue " You may also, instead, contact us to request a refund for any payment made during this time. '' The same email says " If you made any payment ( s ) between XX/XX/XXXX, and XX/XX/XXXX, they will count toward your future payment ( s ). '' Mohela deducted two payments during this time, one on XX/XX/XXXX and one on XX/XX/XXXX. However, they are still deducting my XXXX and XXXX payments. If I can still receive PSLF credits for the XXXX and XXXX payments while getting a refund, then I want a refund of those two payments. Their statement that if I made payments between XXXX and XXXX then they will be credited towards future payments does not make any sense if they are still pulling my XXXX and XXXX payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I'm a XXXX resident who owes student loans and have been on the PSLF plan for the last 9 years. My loans were transferred to Mohela last year, and I've talked to them approximately XXXX times on the phone since XXXX. To date, they refuse to generate a correct bill for me to be able to pay my loans. I have repeatedly submitted my income-drive repayment applications at the direction of their phone representatives. Only on one occasion did they come up with the correct amount to bill me for pursuant to the Department of Education calculator ( {$150.00} ). 10 days later, they canceled that plan and told me I owed {$3200.00}. They then instructed me to send another IDR application in. They now say I owe {$250.00}. I told them that amount was incorrect and they had me submit another IDR application, which they promptly canceled as a duplicate application. They also had to put me in administrative forbearance from XXXX through XXXX because they illegally sent me a bill ( for the incorrect amount ) less than 21 days prior to the due date. They have stated repeatedly that this administrative forbearance will count towards PSLF. Half of my XXXX loans are now showing as ineligible for PSLF. I have called so many times and can not make any progress whatsoever. They told me I should make a XXXX payment but my account shows that I owe nothing and I never received a bill for XXXX. I have filed a complaint with the XXXX XXXX XXXX ombudsman as well and was told I would receive a response within 15 calendar days, but did not. To date, I have made every single student loan payment on time and have never had any problems with my accounts, but I literally CAN NOT get Mohela to generate a bill for me. I have spent hours talking to them and am at my wit 's end. I've been a local government employee for 9 years and simply want to have a bill generated so that I can make my student loan payment as I've always intended to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am currently paying monthly student loan payments to Mohela for my balance of XXXX dollars and hoping to be forgiven under the Public Service Loan Forgiveness program. Even though I have sent in periodic employment verification forms signed by my XXXX XXXX, Mohela has not applied a count to my forgiveness of this loan since XXXX of XXXX The latest communication I received from them was on XXXX stating that I had not met the 120 payments required for forgiveness when I actually met the goal of 120 payments back in XXXX. Someone that Mohela is not accurately reading my Public Service Loan Forgiveness Employment Verification forms correctly and applying the forgiveness. Meanwhile, I'm still paying them {$75.00} a month. When I ask if I will be reimbursed this monthly payment because I have made over 120 payments now, Mohela will not give me a straight answer and directs me back to the Department of Education when Mohela should have an answer as they are holding my loans. So according to my records, I have met the 120 payments for forgiveness back in XXXX but they still continue to show me at 116 payments for 8 months now. I am also owed a refund of my monthly payments since I met 120 payments and they are still taking my payment each month. It's simple math but Mohela refused to look carefully at my forms and consider what I am stating to them. Please help in getting them to forgive my loans and refund payments I have made since I should have been forgiven. I can clearly see online that I have provided the correct paperwork in order for the loan amount to be forgiven under PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 297XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A