Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am in the Public Service Loan Forgiveness ( PSLF ) program, and according to them, I still have five years or more of repayments under the program. However, I have worked in the nonprofit/public sector for 10 years. I don't believe the payments they credit for PSLF are accurate. I should be much closer to forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11205
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: I called in XXXX after applying for the XXXX plan to Mohela on XX/XX/XXXX. There is still no determination and had to put in XXXX forbearance which ends XX/XX/XXXX. It still says processing. I am told to just keep waiting. My loan was transferred to Mohela during COVID. I also made payments for XXXX mths during interest pause. XXXX XXXX XXXX and the entire payment amount went to interest, not to principal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My main concern with MOHELA is that I have been given unclear and conflicting information regarding the number of qualifying payments I have made toward public service loan forgiveness. On XX/XX/XXXX, the information displayed on my MOHELA account was alarmingly different from the information displayed on the customer service representatives end. My MOHELA account stated that I had three separate loans with MOHELA totalling {$100000.00}. XXXX. The reason for my call was because my online account displayed XXXX qualifying payments toward loan forgiveness, and I knew this was not accurate. The MOHELA customer service representative stated that I actually had XXXX separate loans with MOHELA totalling {$150000.00}. According to MOHELA, I had over {$48000.00} more in loans than what was displayed on my online account. Additionally, the customer service representative stated that my subsidized loan had XXXX qualifying payments and my unsubsidized loan had XXXX qualifying payments. I trusted the information provided by the MOHELA representative. Additionally, on XX/XX/XXXX, a MOHELA representative had explained that due to new policies enacted by President Biden, I may be given additional qualifying payments toward loan forgiveness. Therefore, on XX/XX/XXXX, when MOHELA told me that my qualifying payments exceeded the number of months Id been teaching, I believed them. However, on XX/XX/XXXX, I called MOHELA because my account still stated that I had XXXX qualifying payments toward loan forgiveness. I asked the customer service representative to confirm that I still had XXXX qualifying payments for my subsidized loan and XXXX qualifying payments for my unsubsidized loan. The customer service representative stated that those qualifying payment counts were not accurate. The customer service representative confirmed that according to MOHELAs call notes from XX/XX/XXXX, I was told that I have XXXX and XXXX qualifying payments. She did not know how it was previously determined that I had XXXX and XXXX qualifying payments. She filed a complaint with MOHELA on my behalf. As of XX/XX/XXXX, I have not heard back from MOHELA regarding the complaint. I have also not heard back from Federal Student Aid regarding the complaint I filed with them. Twice I have called MOHELA ( on XX/XX/XXXX and XX/XX/XXXX ) to get in contact with a supervisor, and I was disconnected without a follow up conversation. I have XXXX additional concerns with MOHELA : I submitted a Direct Consolidation Loan Application requesting a SAVE Repayment Plan on XX/XX/XXXX. I was told that it could take XXXX days for the consolidation to be processed. As of XX/XX/XXXX, Federal Student Aid indicates that my application is still in review with MOHELA. On XX/XX/XXXX, my loan balance at MOHELA displayed only {$15000.00}. However, my loan balance just days prior was {$100000.00}. Seemingly overnight, {$90000.00} was no longer reported on MOHELA, Federal Student Aid, or XXXX. When I called MOHELA, the automated system stated that my loans were through XXXX. When I looked on my XXXX online account, there was {$0.00} reported with that servicer. I never received an explanation or documentation regarding the temporary loss of {$90000.00}. To Summarize I have only filed for loan consolidation once, and that application is still in review. However, in the past year, I have gone from having XXXX federal loans to having XXXX, then XXXX, and now finally XXXX. Throughout the past year, my qualifying payments toward loan forgiveness have never been accurately counted on my payment tracker. At XXXX point, {$90000.00} was erased entirely from my federal loan accounts. And most concerning, on XX/XX/XXXX, nearly {$50000.00} was inaccurately added to my loan balance by MOHELA. I have dealt with long call times and untrustworthy call representatives.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48073
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: On XX/XX/XXXX, I applied for the SAVE student loan repayment plan. On XX/XX/XXXX, I received a notification that I was approved for the SAVE plan, and repayment would begin in XX/XX/XXXX. My loans are currently in forbearance and I have contacted MOHELA at least twice to request they remove the forbearance so I can pay immediately. Because of the amount of loans I have, the interest that accumulates daily is significant. Since XX/XX/XXXX, MOHELA has failed to remove my loans from forbearance or allowed me to begin to repay my student loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Applied for SAVE plan with prior service provider then was switched to Mohela. Requested they obtain the information from prior provider which they refused to do so I reapplied and then for the month of XX/XX/2023 they put me in forbearance which I did not request. Customer service wait times are consistently hours long
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43224
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: This is related to CFPB complaint XXXX. Sent several emails requesting information about my account starting in early XX/XX/XXXX. It wasn't until my first complaint with the CFPB in XX/XX/XXXX did I received a response telling me that my problem had been resolved because I had spoke with a customer service representative on the phone. It had not been resolved, hence the several following emails requesting information. On XX/XX/XXXX I received an email response from MOHELA saying that the Department of Education had put me into a discretionary forbearance as part of the XXXX loan discharge process and that they will now be taking me out of the forbearance status. I did not request to be taken out of forbearance, I just wanted to know 'why ' they had put me into forbearance, why they were charging me interest on something I did not ask for, and when do they expect this to be resolved. On the early afternoon of XX/XX/XXXX I checked my account and it was still in forbearance. I checked my account this morning ( XX/XX/XXXX ) and am now showing that a {$400.00} payment is due on XX/XX/XXXX. I did not receive any notice that a payment was due. I now have less than XXXX weeks to make a payment, and since I am not sure I can come up with that kind of money in such a short period of time, I am concerned that I will now have a late fee and be disqualified from XXXX program. I feel that this is completely unethical and unfair business practices. I did respond to MOHELA 's XX/XX/XXXX email stating my concerns about not receiving a payment notice, the payment due date being in less than XXXX weeks, and that I want them to put me back in forbearance ( without interest accrual ), but it takes them months to respond, so I'm not quite sure what to do here.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 791XX
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Submitted loan forgiveness information but payment history seem in accurate. Worked for XXXX XXXX since 2015 and amount of qualified payments and about owed is off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: XXXX statement {$150.00} payment XXXX statement deferred XXXX statement {$150.00} payment How can you be in repayment status then deferment then repayment status in 30 days
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I was notified that payments were due, went to go in and pay them but was told my loans were in forbearance and there was no balance. At the same time I went to update my income based payment plan back in XXXX, but its been a while and it claims its still processing. In the mean time I cant seem to get any information from them as the phone lines are so blocked up. MOHELA is an absolute mess and its really frustrating trying to keep up with the changes they keep making.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95134
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE repayment plan for my federal student loans through my loan servicing company Mohela. I received documentation that I qualified for my repayment plan to switch from my current IDR to the SAVE plan. Mohela provided the documents to show that my payments would change drop from {$310.00} to {$87.00} starting XX/XX/XXXX. I made my first payment for my IDR for the {$310.00} amount in XX/XX/XXXX and then had my loans placed in administrative forbearance for the month of XXXX per Mohela. I received correspondence on XX/XX/XXXX that my next payment is due on XXXX for the amount of {$310.00}. I am a XXXX and am already having a hard enough time getting through paying my bills, keeping a roof over my head and food on the table that is why I applied for the SAVE plan to drop my payments. It is frustrating not being able to get through to a anyone at Mohela to inquire about the delay in payment plan change when I have all of the paper documentation on file to show that I went through the proper steps to get approved for my loan payment to be changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2024-01-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A