Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received a notice from Mohela stating I need to recertify my income by XX/XX/XXXX in order to continue on the income-driven repayment plan. However, there is another deadline under repayment options on Mohela stating my deadline is XX/XX/XXXX. Lastly, there is an announcement from the Department of Education stating " The earliest you could be required to recertify is XX/XX/XXXX. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by XXXX year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' I called back in XX/XX/XXXX regarding this issue and that my recertification date should be pushed back 1 year according to the Department of Education. I was told by the representative that this should be solved by the end of the month. However, it is now XX/XX/XXXX and the problem persists. I called today XX/XX/XXXX and after holding for XXXX hours the representative did not know anything about the announcement from the Department of Education. The representative also told me specifically that my loan was owned by MOHELA and not the Department of Education even though on the Mohela website the loan owner states " Department of Education. '' I was supposed to get escalated to an " advanced '' representative but the transfer never occurred and the call was dropped.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91791
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: My student loan payments started again in XXXX, after the payment pause. My bill was due on the XXXX, and I submitted payment on the XXXX. It was not credited to my account until after the XXXX and my account was showing past due. I attempted to call Mohela multiple times on the XXXX, XXXX and XXXX of XXXX to follow up and ask why my payment had not been credited. I was on hold for more than 2 hours each time I called, and was never able to get through. I then sent them a message regarding the issue and never received a response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78414
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: Received an email today that they did not send the repayment email timely, so they are waiving any payment from XX/XX/2023 to XX/XX/2023. However, I already paid my XX/XX/2023 payment because they did sent it to my credit company to affect my XXXXredit score. In checking my credit score, my updated loan balance isn't showing the amount that was previously forgiven, still showing that I owe {$41.00}, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99507
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: Need information about your loan balance or loan terms
Consumer Complaint: I applied for the XXXX repayment plan XX/XX/XXXX. After several weeks of no response I asked Mohela for an update. They were not able to provide any information. I applied through the XXXX XXXX XXXX website XX/XX/XXXX and that website now says Mohela has completed reviews of both the XX/XX/XXXX application and XX/XX/XXXX application. However, Mohela did not share information about whether they've accepted my application for the XXXX plan or not, and nowhere in my profile on their site ( correspondence, notices, etc. ) does it say anything about having accepted or denied my application. This discrepancy is a problem. My payments are set to restart XX/XX/XXXX according to Mohela 's site ; but the minimum amounts are clearly incorrect, as they're based on principal numbers from XX/XX/XXXX ( one of the issues I originally filed a complaint about with CFPB and asked Mohela several times to explain, to no avail ), and those numbers would change on the XXXX plan. Mohela 's lack of timely and competent response is unacceptable, when they're expecting payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80301
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 on 2 occasions tried to discuss repayment and lowering the amount. They have it set based on income and if I could afford to use all my check to pay this loan I wouldn't have taken a loan in the 1st place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
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 your payment plan
Consumer Complaint: I have submitted info, a few times, for my monthly payment to be recalulated. The first time, my wife 's XXXX was needed. However, this is my student loan, not hers. She no longer has any loans. According to some documents read today, her income should not be added to mine. I was denied the SAVE Program and this asked to pay $ XXXX a month. That is a lot of money, all because they looked at my wife 's income too. I spent 2+ hours on hold today, with Mohela , just to be hung up on, SO, I went back on the Mohela website and I reapplied to the SAVE program and my payment would be $ XXXXif approved-which is way more affordable. I uploaded the pay stub for proof of income. I hope this gets resolved, as I am in the PSLF program and don't want to jeopardize this. Mohela, over all, is a poorly run loan program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92104
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: Mohela has not been sending me statement and also have delayed the processing of my student loan forgiveness. It has been over 12 weeks since the forms were sent back and showing that my company was approved and still I have not recieved any updates or any type of information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with non-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: I consolidated my federal student loans in XXXX of 2023 to utilize the IDR adjustment per the Department of Education. My loan is serviced by Mohela due to PSLF ( Public Student Loan Forgiveness ). I am a social worker. I have XXXX counts toward PSLF preconsolidation. I have been making payments on my account. Mohela has my account 's {$0.00} balance. I have been transferred to Edfinacial although I am in the PSLF program ( certified ). I do not know my current PSLF count as the IDR post-consolidation has not been applied. However, now my loans have been transferred to XXXX when they are supposed to be with Mohela. I am extremely frustrated it is XXXX XXXX I have a mother on hospice I have done everything right and my account is continuously messed up. It is very upsetting, and draining and I can not keep spending hours tracking mistakes made by loan servicers. I would like my accurate information from Mohela and my loan information updated and away from XXXX as they do not service PSLF. I understand this is an overwhelming process for Mohela but I am not able to keep up with the mistakes. XXXX should not have any of my loans. I believe XXXX also placed me incorrectly with Financial.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17543
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 your payment plan
Consumer Complaint: I applied for the save plan. Last month XX/XX/XXXX my payment was XXXX. In XX/XX/XXXX is saying I owe over XXXX for my monthly payment. But Im on the save plan and it not being applied this month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72023
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: Don't agree with the fees charged
Consumer Complaint: I had been waiting for my loans to transfer from my previous provider XXXX to MOHELA, and on XX/XX/XXXX at XXXXXXXX XXXX received a welcome email from MOHELA with information regarding an on-boarding process, providing me with my account number to begin my online footprint with them as my new loan servicer. An hour later at XXXX XXXX that same day, I received an email again from MOHELA telling me I was PAST DUE on my account. I hadn't even formed a username and password with them, as I hadn't opened my email that morning until XXXXXXXX XXXX... I had made my payments for the previous months with XXXX so there shouldn't have been any outstanding balances, and MOHELA didn't have any records showing what the 'PAST DUE " balances were from as I have no history with them. When I tried to call, their phone lines and website had red flag notices declaring 'long wait times for calls due to unexpected call-volume ' so after several hours, I was not able to get through. XX/XX/2024 was the first payment due date with MOHELA and their offices were closed due to the holiday. I was not able to get in contact with them due to their high caller volume, and I want to remain in good standing with my payments, so I felt I had no choice but to pay the balance which included the suspicious 'PAST DUE " amount. I still have not been able to reach MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 794XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A