Date Received: 2023-12-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: We have received letters stating we have exceeded the minimum number of payments. Yet balance was not XXXX out and they have started taking our direct deposit payments again. It's MOHELA and they blame feds for transferring our loan around. No one can give us a straight answer except " it's being taken care of ''. When we call we get " it can take up to 90 days '' ... .it 's been over a year now!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48178
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA lists IDR recertification date is in XXXX and will not respond to inquiries. Dept of ED states 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. Yet, my date is still incorrect. If I fail to recertify by MOHELAs incorrect recertification date I will have my accrued interest of over XXXX capitalize onto my loans principal. I would like MOHELA to follow the guideless set by the dept of ED and push back IDR recertification dates like they are supposed to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Im a full class member of XXXX XXXX XXXX and lender Mohela has taken loans out of forbearance and now reporting them as 30 days past due. They have not processed the full discharge as approved by the class action suit and they are continuing collection efforts and harassing me. Ive requested them to place back into admin forbearance and they said no also asked federal student aid to notify them of this requirement and they have notified Mohela twice but Mohela still refusing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: My account was automatically changed ( without my applying or request ) from a income-driven repayment plan to a standard repayment plan. I am a XXXX XXXX making $ XXXX and being told I need to pay $ XXXX. I have had XXXX separate pending applications for over 3 months to revert back to an IDR plan that is affordable. Applications have not been processed. I have called and emailed multiple times to try and get clarity on what is happening and see if I can speak with someone who can help figure out what the delay is. I'm met with a customer service agent reading a script telling me " it can take up to 60 days to process '' despite it now being over XXXX months. No one can help me, no one seems to know who to talk to to figure out how to solve the issue, and instead I am left with a bill I can not pay despite never requesting the payment type change. I truly am exhausted not knowing how else to advocate for myself and what additional routes can be taken. This is not a unique story to me, unfortunately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/XXXX I applied for the income driven repayment plan on the federal student aide website. I am approved and my payment is set to XXXX dollars. In XXXX, I faxed my PSLF form in. I began receiving notices about resumption of student loan payment. On XX/XX/XXXX I logged into MOHELA and saw that MOHELA did not have me enrolled in the IDR and did not have my most recent PSLF, even though both were submitted months ago. I resubmitted both on MOHELAs site on XX/XX/XXXX. Then a few days later I received a bill for over XXXX XXXXXXXX. I thought that MOHELA was still processing my IDR. I received an email dated XX/XX/XXXX stating my payment is late. I then logged into the FSA site and I am listed as being in the IDR and having a XXXX dollar monthly payment - as I should be. I then recertified for the XXXX dollar IDR on the FSA site. Then I logged into MOHELA. MOHELA states I am late for the > {$600.00} payment and have another due in XXXX- this should not be the case! MOHELA lists the XX/XX/XXXX IDR application and PSLF as received but NOT processed, which means they are going to keep charging me! Why is MOHELA permitted to charge me > XXXX XXXX when the Federal Student Aide site has me on their site as XXXX XXXXXXXX IDR? I can not afford to pay this. I am a community XXXX XXXX XXXX XXXX XXXX XXXX XXXX raising XXXX kids on just my income. I work for a nonprofit saving lives and keeping families together every day. And I have to worry about MOHELA stealing from me? MOHELA is negligent and/or fraudulent and ruining my credit. I do not deserve this. My children do not deserve this. My XXXX do not deserve this. My community does not deserve this. Please help me to get this resolved as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45014
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for debt forgiveness under the XXXX. I applied in spring of XXXX during the temporary waiver period. I clearly meet all the required criteria for forgiveness of my student loan : I've been employed by the same public service agency since XXXX and made monthly, on-time payments to my lender for my loan for over 15 years at the time of application. This should have been approved about 18 months ago, however I'm still waiting. To make matters worse, the customer service at MOHELA is often unfamiliar with the temporary waiver program that I applied to, so I need to educate them regarding my application process. Each call results in the same vague response regarding the application being in process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 056XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are managed via Mohela. Several months prior, in XXXX of XXXX, I had applied for the XXXX XXXX plan which gave me a monthly payment of XXXX per month. While this plan application was pending, my student loans were placed in forbearance. However, I received a notification in XXXX that I had a pending payment of {$3600.00} on my account due XX/XX/XXXX, which appeared to be consistent with the standard repayment plan ( highest rate of repayment ). I spoke with a Mohela representative on Wednesday XX/XX/XXXX, and was transferred to a " plan XXXX '' who informed me I was in fact approved for the XXXX plan with a monthly payment of ~ {$1400.00} per month, however, the XXXX plan does not take effect until XX/XX/XXXX. She informed me that my current pending charge was an error that occurred because the XXXX plan did not take effect until XX/XX/XXXX. To rectify this, she stated that she would place my account into forbearance for the month of XXXX, with my next payment to be due in XXXX in the amount of ~ {$1400.00}, according to the XXXX plan. I assumed the issue had been resolved after this conversation. On Friday evening, XX/XX/XXXX, I received an email notification from Mohela noting that I would still have a an automatic withdrawal of the {$3600.00} from my account on XX/XX/XXXX. When I attempted to go onto the website and pause this payment manually ( the Mohela offices were closed given that it was the evening going into a holiday weekend ), I received a notification stating " your auto debit payment has already been sent for processing. You may come back to request a cancellation after your current due date has passed ''. Since the next several days ( XX/XX/XXXX, XXXX XX/XX/XXXX ) are a holiday weekend, I am unable to speak to anyone from Mohela until XX/XX/XXXX, after the charge has already been withdrawn. Now, I have been charged an amount almost XXXX the amount agreed upon by my IDR plan, which I had initially submitted over 6 months ago, despite directly discussing this issue ( and allegedly resolving it ) with a Mohela representative XXXX hours prior. In addition, by the time they sent me the email " reminder '' of this intended auto-debit, XXXX hrs prior to the scheduled withdrawal, it was already too late to stop or suspend the automatic withdrawal according to their website. Not only are they unable to effectively correct their own errors, but they make it impossible for the borrower to correct them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX - Message sent via Mohela 's internal message system XX/XX/XXXX - Message sent via Mohela 's internal message system XX/XX/XXXX - Message sent via Mohela 's internal message sysstem XX/XX/XXXX - Message sent via Mohela 's internal message system XX/XX/XXXX - Discovered studentaid.gov incorrectly shows in school XX/XX/XXXX - correct information - graduated XXXX started XX/XX/XXXXXXXX A telephone call to studentaid.gov said to call Mohela XXXX Two telephone calls with Mohela. Reps name XXXX. She spoke to supervisor and was told " bringing it up with management '' and to give them XXXX days XX/XX/XXXX - Another message via Mohela 's internal message sysem XX/XX/XXXX Discovered there is a reconsideration process/application at studentaid.gov for incorrect payment count. I am missing 5 years of payments toward the count. Not once did Mohela or studentaid.gov mention this. XX/XX/XXXX - Message sent via Mohela 's internal message system asking why I was not informed of reconsideration process/application after almost a year of attempting to get help XX/XX/XXXX - Mohela replies apologizing and NOW they mention the reconsideration process after I finally found it myself and questioned why I was not told sooner
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 574XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA will not process my application for a lower payment plan, that was submitted on XX/XX/XXXX. In the meantime, my only options are to have my payments deferred and forfeit any credit for payments made toward public service loan forgiveness ( PSLF ), or make payments higher than the amount I should be paying, on the payment plan I applied for, but after significantly delays, has still not been processed. They do not respond to messages. I waited over a month for an answer to a question and only received a message after waiting all that time, that someone would answer my question " soon ''. They said I didnt owe a payment during the month of XX/XX/XXXX, eventhough I was not in deferral, but could not tell me why. I told them I wanted that month to count towards PSLF, but again said if I made NO payment, it still would- which makes no sense. Now I have a statement for XX/XX/XXXXXXXX with the same high amount that reflects the payment plan not being processed still. This company is poorly run and I'm terrified that they are in charge of my student loans and basically my financial future, as I am trying to get student loan forgiveness in the near future. Since they are the servicers for the PSLF, and the holders of federal loans, they should be held to a higher standard. This is ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Mistakes by the following agencies are preventing my Public Service Student Loan Forgiveness : U.S. Department of Education, XXXX XXXX XXXX, Mohela ( Loan Servicer ) I am a XXXX XXXX and have been since XXXX. I have made over XXXX qualifying payments for the XXXX XXXX XXXX XXXX XXXX ( PSLF ) Waiver program. The agencies that I have contacted for assistance are : Mohela XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the U.S. Department of Education. I applied for XXXX XXXX XXXX XXXX XXXX prior to the waiver period deadline ( XX/XX/XXXX ). I possess and have provided all documentation proving my eligibility for XXXX XXXX XXXX XXXX XXXX. Mohela, XXXX XXXX XXXX and the U.S. Department of Education state that they do not have record of my student loan payment history prior to my loan consolidation ( my loans were consolidated by XXXX XXXXXXXX XXXX XXXX XXXX in XXXX. Loan consolidation was required for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXXXXXX XXXX XXXX never sent record of my student loan payment history to Mohela. Mohela and XXXX XXXX XXXX have admitted that there are mistakes " in the system '', and after months of calling and documenting multiple complaints to XXXX XXXX XXXX ( Case # 's XXXX, XXXX, XXXX, XXXX ), my issues are still not resolved. I have been making consistent loan payments since prior to the XXXX program in XXXX. The mistakes " in the system '' are not allowing all of my payments to be counted prior to my loan consolidation in XXXX. The systems and records that Mohela, XXXX XXXX XXXX and the U.S. Department of Education have, state that my loan disbursement was in XXXX, when in fact my loans were disbursed during my time in graduate school ( XXXX ). On XX/XX/XXXX, a representative from Mohela told me that " the system is confused '' about the discrepancy about my loan consolidation date ( XXXX vs. XXXX ). She indicated " the system '' states in one location that my loan disbursement date is XXXX and in another part of " the system '' it states my loan disbursement date is XXXX. I could not get a hold of anyone that could correct their mistake in " the system ''. Mohela stated on XX/XX/XXXX that XXXX XXXX XXXX needs to review my information to override the mistake so that the years/months payments before XXXX can be counted. Mohela received record of my student loan payment history from XXXX on XX/XX/XXXX. Mohela stated that they sent record of my student loan payment history from XXXX to XXXX XXXX XXXX on XX/XX/XXXX. I also uploaded a copy of my loan payment history to XXXX XXXX XXXX and Mohela. I have called and requested a review of my loan payment history dozens of times and have not received assistance or resolution. Mohela Case numbers for some inquiries and information requested for action to be taken on my account are : Case # 's : XXXX and XXXX. I have been told by Mohela that they are waiting on XXXX XXXX XXXX to count my loan payment history and to approve my payments. I have also spoken with the XXXX XXXX XXXX Ombudsman at least 3 times, however, the Ombudsman is no longer available to talk to. Supervisors of Mohela and XXXX XXXXXXXX XXXX indicate they will call back when currently unavailable, however, they have not once called me back. I have also been hung up on several times by Mohela and XXXX XXXX XXXX representatives when I had asked to speak to a supervisor. XXXX XXXX XXXX : I applied for a Reconsideration Request for my payment recount at the XXXX XXXX XXXX website. I have called them several times to inquire about progress to my application and they tell me they do not have that information, Mohela does. When I called XXXX XXXX XXXX about reviewing my account ( per Mohela 's direction ) to override the mistake about my loan disbursement date ( XXXX vs. XXXX ), they indicate that they do not do that information, that Mohela does. XXXX XXXX XXXX also stated they have no record of any of my loan payment history and do not hold any of my loan information. Mohela states that XXXX XXXX XXXX has to approve my loan payment history. Each institution places responsibility on the other and no progress is evident toward loan forgiveness, of which, I am eligible. I applied for deferment while issues stemming from these agencies ' mistakes are being worked out. I will be forced to start repayment of my student loans in XX/XX/XXXX after my deferment is expired. These issues need to be resolved as soon as possible, as I have been struggling to have my loans forgiven for years now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A