Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After numerous failed attempts to rectify my issues with Mohela, I am completely frustrated.I have submitted information and documentation in regards to my loans. Yet I was informed that a forbearnace would be needed due to back log. That request has not been completed and I keep recieving bills despite I should not. No updates have been given after calls by myself to check status but the same rhetorical statements. This has placed me in a horrible situation ( credit reporting which is unfair ) that I would like to be rectified. Mohela calls range from ( 2-3 hr hold times ) with no resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76002
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have submitted my Employment Certification for all of my XXXX XXXX periods and my eligible payments towards XXXX has not been applied. I should have over XXXX payments to begin my loan discharge but MOHELAXXXX XXXX XXXX has failed to count these correctly and applied them to my qualifying/eligible payments for the dates of XXXX. Ive been told I just have to wait but XXXX and MOHELA has had this paperwork for over XXXX years but they are not applying it correctly. They've approved once but failed to enter my employment end period of XX/XX/XXXXXXXX correctly, for some reason, their staff entered an employment start and end date or The XXXX XXXX of XXXX which is incorrect. They want me to submit additional paperwork and all the information from the HR Director, XXXX XXXX is there in the letter that I uploaded to their site on XX/XX/XXXX, they keep failing to review the letter fully and want me to resumbit the same information in a different format. Its ridiculous!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94596
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: I received an email on XXXX XXXX XXXX from MOHELA informing me that : XXXX. I was not required to make payments from XXXX through XXXX as I was supposed to be on forbearance. Yet I still received bills during this time. XXXX. When I was billed, I was not billed with at least 21 days notice. This email came 3 months late and then on a holiday when no one can even be reached to discuss the matter. I had to call today and was on hold for XXXX hours to reach an agent. The recourse is the extra payments were applied to my ever growing loan balance or I could request a refund. The refund is expected to take at minimum XXXX business days but maybe even XXXX. This is absolutely unacceptable. They have XXXX the payment and forbearance process, taken unnecessary payments instantly and then they want to take 3 months to send a refund?! This company needs to be fined and placed out of business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75149
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: Trouble with how payments are being handled
Consumer Complaint: I received an email from Mohela today XXXX that states " Our records indicate that we sent your XXXX billing statement less than XXXX prior to your payment due date. Because of this your student loan account has been updated to ensure your successful return to student loan payments ... .Your account has been placed into an administrative forbearance ( meaning no payment is required ) for payments due between XXXX XXXX XXXX XXXX XXXX XXXX.. You are not required to make a payment untiXXXX XXXX XXXX and your account will not be considered delinquent. '' I didn't receive any notice and therefore paid during these months expecting that a balance was due. My XXXX payment is due XXXX XXXX meaning they repeated the same issue and I didn't get communication until 8 days before my XXXX payment is due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 741XX
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: Received bad information about your loan
Consumer Complaint: My loan servicer is MOHELA and I am enrolled in the income-based repayment ( XXXX ) plan. My annual recertification of income date on the MOHELA website shows XX/XX/XXXX. I received messages from MOHELA on XX/XX/XXXX informing me that my recertification was upcoming. On the Department of Education website XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX ) it specifically states that if your recertification deadline falls in the six month period after payments resume ( XX/XX/XXXX ) then your recertification date will be pushed out 1 year. I sent a message to MOHELA on XX/XX/XXXX requesting that they correct my recertification date to reflect this information from the Department of Education. They responded on XX/XX/XXXX with this message : " MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any confusion and inconvenience that may have been caused. In order to provide exemplary service, we want to make sure that we are addressing your questions and concerns accurately. We need additional information as it pertains to responding to your question. Please call toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX XXXX Thank you, MOHELA '' I called them on XX/XX/XXXX, and the customer service representative denied that this was accurate and incorrectly continued to state that my recertification anniversary is XX/XX/XXXX and that if I do not recertify by XX/XX/XXXX that my monthly payment would automatically increase.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90025
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 submitted a XXXX application in XX/XX/XXXX, I was told that I forgot to sign a page and need to submit that page. submitted page, never herard anything. I called several times and have waited more than XXXX hours to speak to someone and the disconnect the line. I recently logged into my account to see that I have a past due balance, when I was in forbearance till XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77433
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: Recently as of XX/XX/XXXX I received this email and in the email on their page they have dated this XX/XX/XXXX Important Updates About Your Student Loans Our records indicate that we sent your XXXX billing statement less than XXXX days prior to your payment due date. Because of this, your student loan account has been updated to ensure your successful return to student loan payments. You are not required to do anything to benefit from these updates to your account. Your account has been placed into an administrative forbearance ( meaning no payment is required ) for payments due between XX/XX/XXXX, through XX/XX/XXXX. You are not required to make a payment until XX/XX/XXXX and your account will not be considered delinquent. Be on the lookout for your next billing statement. o We will report your updated loan status to the nationwide Consumer Reporting Agencies. o You may request to end this administrative forbearance by contacting us by mail, fax, or calling us at XXXX. o Please note, your forbearance may not go through the end of XXXX if there were other changes that have occurred on your account. This could be a result of activities such as application processing, your request to have the forbearance removed, or other actions. Please closely review your billing statements and notifications for your latest account status. The months of XXXX through XX/XX/XXXX will count toward income-driven repayment forgiveness and XXXX XXXX XXXX XXXX XXXX assuming all other requirements are met. Your interest rate is being set to 0 % from XX/XX/XXXX, through XX/XX/XXXX, which means no interest accrues during this period. If you made any payment ( s ) between XX/XX/XXXX, and XX/XX/XXXX, they will count toward your future payment ( s ). There are some important things to know about your payments : o You may also, instead, contact us to request a refund for any payment made during this time. o If you are enrolled in Auto Debit, monthly payments will continue to be withdrawn for your regular amount due each month plus any additional recurring amount you have requested. This will occur even after any payments you made for a due date in XXXX through XXXX have been applied toward your future payment ( s ). o If you choose to make payments while your loans are at the 0 % interest rate, the full amount of your payments will be applied first to any interest that accrued prior to XX/XX/XXXX, if applicable, then to your principal balance. If you had an insufficient fund ( NSF ) fee charged because of a payment withdrawal between XX/XX/XXXX, and XX/XX/XXXX, you may request that your bank reverse the fees that resulted from the transaction. If the bank will not reverse the charges, you may contact us to request a refund of the NSF fee. To request this refund, please provide a document with the following information : Your request to have the NSF fee refunded, your name, your bank information, and documentation that the withdrawal caused the NSF fee. You may submit your request by mail, fax, or uploading on mohela.com. All of your comments are regarding the XXXX billing Statement What does this mean for the XXXX XXXX payments and ongoing?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83854
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Around XX/XX/XXXX I received a credit monitoring alert that my student loan was paid off and was reported by Mohela as having a balance of {$0.00}. My account showed a balance of {$0.00} on the Mohela web page as well. I reached out to Mohela and exhausted every way possible of speaking to a customer service agent to discuss this change to my credit report and was never answered in any kind of way. Because of all of the forgiveness going around I naturally assumed that I was also forgiven like so many others, and proceeded to make purchasing and credit decisions based on this new lower debt status. Then a week ago I was sent a bill with a letter that states I was taken out of forbearance, and my payments would resume as normal. My credit file was also updated to having this debt and my credit dropped because of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: As of XX/XX/XXXX my loan payment through MOHELA was indicated as {$210.00}. This was not a problem and I could pay it without any issues. I made the payment without any problems. Then I was notified that my loans were in forbearance until XXXX. It is now XX/XX/XXXX and my loan amount has somehow jumped to {$350.00}, which is {$140.00} more than what I originally agreed to paying. I have applied for an income driven repayment plan at this point But this is unethical and wrong on MOHELAs part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 081XX
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: Trouble with how payments are being handled
Consumer Complaint: Contacted company on XX/XX/XXXX to request the correct monthly amount due. The account online listed one amount, the auto pay listed a different amount and the billing statement listed a third different amount. In the mean time I am enrolled in auto pay so they are still taking money but then emailed me every month telling me I am missing payments and that I am not making payments. I have contacted them on XX/XX/2023 and never received a response. I contacted them again on XX/XX/2023 and have still not received a response. My first auto debt was deducted for {$200.00} then increased in XXXX to {$230.00} and then again in XXXX to {$280.00}. There has been zero communication on why the increase or what it is based on. I keep getting emails from them telling me I have an overdue balance and missing payments but they have still been deducting the auto pay amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A