Date Received: 2023-12-30
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have submitted all the paperwork they requested to process the PSLF forgiveness. It was submitted in the summer of XXXX. No responses, hold times on phone is ridiculous. I am not able to submit a forbearance application either in their portal or by phone, impossible to reach.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32724
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: Today is XX/XX/ I applied to have my IDR updated on XX/XX/ MOHELA acknowledges receipt of this application on XX/XX/ I was placed in administrative forbearance by MOHELA due to long processing times. My IDR has not been processes as of today XX/XX/. Yesterday I received a bill- for the full amount of the non-IDR payments said that it is due XXXX I can not get through to a representative on the phone. My account needs to be placed back into administrative forbearance until such a time as my IDR application for the SAVE program has been processed. It has been 4 months and has still not been processed. This is not an issue on my end. I directly linked my application to my IRS information, ensuring that all required documentation has been received. I am a public school teacher and simply can not pay the standard repayment which is why I have always updated my IDR in a timely fashion. I was notified that payments would start at the end of XX/XX/ and submitted my application in XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32926
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: When student loan payments started up, they took a payment ( {$330.00} ) without sending me information to set up my new account with Mohela. Not sure how they had my auto debit information transferred over from XXXX because I didn't even have a Mohela account set up. I called them to see why my payment jumped so high without warning or documentation, they also had my PSFL pay off date incorrect. The rep stated that they didn't know and advised me to wait as my loan information wasn't even fully loaded in the system. I requested they pause my payments until it was loaded and filled out a new IDR form. They processed my IDR form and I had my first correct payment ( {$76.00} ) processed on XX/XX/XXXX. Today I received a new statement in the mail that shows I will owe {$330.00} on XX/XX/XXXX and online it shows my IDR form is back in review. I don't understand why it's in review again and why my payment keeps changing. I've gone through all the proper steps and yet I'm still getting incorrect information and new higher payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 488XX
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: Originally my loans were through XXXX XXXX and also XXXX XXXX XXXX. Then my account was bought by XXXXMohela during the end of XXXX and beginning of XXXX while interest was 0 % due to COVID regulations. I have been paying XXXX payments toward my student loans while the interest rate was 0 % to lower my debt. I had a payment of {$400.00} and an additional {$280.00} since I was originally paying them to the separate organizations I figured that paying the continued amount to Mohela/XXXX would help. According to their system I have only paid XXXX sums of {$280.00} for XX/XX/XXXX through XX/XX/XXXX. As of my records with my banking account, I have XXXX payments ( from the last XXXX months ) that show a cleared {$400.00} payment to Mohela/XXXX. I will be gathering more information from my bank but it requires a cost to access those records. I asked Mohela/XXXX to give me a record of all my payments to them and the only thing that I have received is a document showing the last XXXX months. There is thousands of dollars missing. I should be close to ending my payback.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30092
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 federal student loans were being serviced by XXXX at the start of XXXX. I am on the Income-Based Repayment plan ( IBR ) which is a type of Income-Driven Payment plan that requires yearly income recertification or the payment increases to the what the borrower would have paid had they been on a standard payment plan when first entering IBR. On XX/XX/XXXXXXXX I received notification that my IBR payment would soon increase and that I needed to recertify my income by XX/XX/XXXX or my current payment rate ( {$590.00} ) would expire on XX/XX/XXXX and subsequent payments and would increase to {$2800.00}. On XX/XX/XXXXXXXX I submitted my IBR recertification to XXXX dated XX/XX/XXXX. On XX/XX/XXXXXXXX the COVID-19 Emergency Relief and Federal Student Aid ( COVID forbearance ) went into effect. All federal student loan borrowers, including myself, were notified by FSA that payments were automatically paused, interest was set at % 0, and income recertifications were not required while the forbearance was in effect. On XX/XX/XXXX I received the following email from XXXX It could take up to 15 business days for us to review and process this request for you. We understand that you want a response as quickly as possible and appreciate your patience. However, the COVID forbearance went into effect on this date. Thus, on XX/XX/XXXX my certification had NOT been officially processed and therefore my IBR from XXXX was still active and in effect on XX/XX/XXXXXXXX when COVID forbearance began. On XX/XX/XXXX XXXX sent me a correspondence date XX/XX/XXXX that I no longer met partial financial hardship and that my payment would increase to {$2800.00}. Thus, my recertification was processed on XX/XX/XXXX when recertifications were NOT required during the covid forbearance. I recertified again on XX/XX/XXXX after being inappropriately told by XXXX that I needed to recertify in time for student loan repayments to restart. This was not required since the COVID-19 relief act was extended. XX/XX/XXXX I received the following correspondence from XXXX your Income-Driven Repayment ( IDR ) plan request could not be processed. On XX/XX/XXXX my loans were transferred to XXXX automatically after XXXX lost their federal student loan servicing contract. My loans were transferred to Mohela on XX/XX/XXXX after I submitted an Employee Certification Form for Public Service Loan Forgiveness. Upon resumption of payments XX/XX/XXXX, The Federal Student aid states that the earliest anyone would be required to submit income recertification is XX/XX/XXXX. Because I followed my student loan servicers instructions and submitted my recertification 2 days before my deadline on XX/XX/XXXX to XXXX and because I recertified again on XX/XX/XXXX due to incorrect instructions from XXXX, my payment has now significantly increased since the pause ended on XX/XX/XXXX. It has been increased to {$2800.00} after resumption of payments instead of remaining {$590.00} because I submitted these unrequired, voluntary recertifications. It is unfair for me to be punished for trying to do the right thing and I should be entitled to the same benefit afforded to everyone else as no one else as been required to recertify their income during the COVID forbearance enacted on XX/XX/XXXX Because my recertification deadline was XX/XX/XXXX, which is the exact date the COVID 19 relief act went into effect, and my payment due on XX/XX/XXXX was still scheduled to be {$590.00} from my XXXX IBR recertification, and because recertifications were not REQUIRED I feel that my IBR recertifications in XXXX and XXXX should be rescinded and that my XXXX IBR recertification should be correctly honored and my payment should continue to remain at {$590.00} until I am actually official required to recertify. I contacted MOHELA representatives via telephone and my request was escalated to a supervisor. They both told me that these unrequired recertifications from XXXX and XXXX could not be undone, which I know to be untrue from research online, where others have been able to get their recertifications submitted during the forbearance undone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65775
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: I have been in the PSLF program for over 10 years. I got into public service knowing that after 10 years my loans would be forgiven. This was the only possible way that I could have afforded to work in public service and pay for my loans given how little XXXX make. My issue is with Mohela. There are many qualifying payments that have not been applied towards forgiveness and the qualifying payments listed on the Mohela website are not accurate. I resubmitted the employment verification document for two employers that were not listed for some reason and they are still not listed on the website towards qualifying payments. However, the agent said the payment counts are up to date. Clearly they can't be up to date if 2 employers are not even listed. I have called, emailed and messaged through the portal over 30 times since XXXX. Each time they say they will request it gets updated. Nothing has happened. I have also filed an appeal through studentaid.gov to see if that will help expedite the process and have gotten zero response. When I was able to get a person on the phone they said it looks like I should be at full forgiveness. Unfortunately, nothing came from their request so I called back and that person stated that some of my payments didn't count because I was in deferment or forbearance. The only times I agreed to forbearance or deferment is when the loan servicer said they would still count towards PSLF which apparently they were not. Mohela is also taking 100 % of my payment and applying it towards interest only. When I asked the associate why she said " don't worry about it because you should be at forgiveness once everything processes. '' Additionally, they advertised that I would get a percentage discount on my loan payment if I signed up for automatic payments which I did. This discount has not been applied and I am working on my XXXX payment to them with no discount as advertised. I can't reach anyone via phone and no one responds any longer through the portal. I feel like I have hit my agreed upon 10 years of service in public service and deserve to have my loans forgiven. I am not asking to randomly be forgiven for something I agreed to pay on. This was a part of the deal and why I was able to become an XXXX. This is greatly impacting my ability to plan a future for my children. I am unable to make a decision on purchasing a home because I have no clue when/if my loans are actually going to be forgiven. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86326
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: In XX/XX/2023, I applied for the SAVE repayment plan. My monthly payment came to {$670.00} which is entirely too much, as we are a XXXX income household of soon to be XXXX. At the time I applied for this forgiveness, I had stated I was working, however, I soon quit that job. Even so, my husbands repayment amount was not nearly that high, his came to be {$50.00} per month. I do not believe this agency took the proper steps to ensure the amount that was given would work around our income.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 319XX
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: I was notified in XX/XX/2022 that my XXXX XXXX loans would be forgiven for borrowers defense. This has not been reflected on my MOHELA account. I have reached out multiple times and they say they have been forgiven but they still show in the balance that I owe and are calculated in my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 431XX
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Documents uploaded on XX/XX/XXXX to show proof of income for plan Sent email on XX/XX/XXXX to inquire on status of loan due to no updates. Was supposed to be contacted within 15 business days XX/XX/XXXX message was finally responded to saying my documents are still being processed. It has been 3 months to process proof that was asked from me. Loan was in forbearance then active, accrued interest then set to forbearance again. This is fraud as I am providing documentation yet they are unable to process within the time frame that they are putting my loan in Forbearance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93003
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: As of XXXX XX/XX/2023, I have been enrolled half-time in an accredited community college. Because of this, my student loans should have been automatically placed into forbearance. However, my account has not been placed into forbearance and I have had to make XXXX payments ( so far ) that I should not have been required to make. I had my school fax my enrollment status directly to MOHELA ( despite MOHELA 's claims that it checks enrollment status with FSA, which is obviously false ), and MOHELA has denied the status change. I filed a complaint with FSA directly on XXXX XX/XX/2023, with a promise that I would hear back from them within 15 days, but I have not heard back in over 30 days. I contacted MOHELA on XXXX XX/XX/2023, and I was told over the phone that MOHELA is unable to verify my enrollment information. I was placed on administrative forbearance on XXXX XX/XX/2023, and the forbearance expired XXXX XX/XX/2023. I received notification of this forbearance even existing via USPS on XXXX XX/XX/2023. I have another payment pending at the moment, and this delay in applying my in-school deferment is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01201
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A