Date Received: 2024-02-01
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Applied and Approved for PSLF XX/XX/XXXX Waiting for loan transfers with many calls to Mohela and XXXX to finally be told by FederalStudentAid that nothing could be done until my bankruptcy was resolved. My bankruptcy was dismissed in XX/XX/XXXX. There has been no contact or account activity other than me paying my payments to XXXX. Mohela is not helpful and now wants me to apply for consolidation which I already am consolidated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75119
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I finished paying off this consolidated student loan back in XXXX XXXX XXXX! I have documentation from them showing this as well! They now are saying that I still owe.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 255XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2022, I received a letter of approval for discharged based on my application for the Borrower Defense Case # XXXX. I visited the Department of Education and Federal Student Aide website, but my account displays the message, ( Processing Discharge ). It has been over 180 days to no avail. Department of Education stated they have sent the notice of discharge to my servicer, Mohela, but Mohela redirects me back to Department of Education. I've been dealing with this issue since XXXX of 2022, with no updated answers. I am tired of waiting and not receiving feedback as to why my loans are not being discharged. This has been an ongoing issue with repayment of the loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34972
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted all the documents for PSLF in order to have my loans fully forgiven during the TEPSLF period. I have received documentation from the loan servicer that they received my documents and that they are under review. I called my loan servicer to get an update on the status of my loan forgiveness and was told that they didn't have my application and that I needed to submit a new one under the current forgiveness program. I uploaded the letter that they sent me saying that they have the documents, and was still instructed to complete the form again to take advantage of the current forgiveness programs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97080
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela has failed to communicate important and accurate information in a timely manner. Mohela student loans were put into forbearance due to the covid pandemic from XX/XX/XXXX- XX/XX/XXXX. I received communication stating that loans would go back into repayment starting XX/XX/XXXX. Therefore, I made a payment of {$21000.00} that went through on XX/XX/XXXX. In XXXX and XXXX I continued to get notifications and billing statements that stated that monthly student loan payments were due. I made multiple attempts to pay those bills. However, each time I would make a payment I would be notified that my financial institution returned my payment due to No account/ unable to locate. I continued to get notifications that my account was past due. On XX/XX/XXXX I received an email that stated 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 This was the first time I was notified that my account was in forbearance. Which means I was notified after the forbearance period was over. Had I known that my account was in forbearance I would not have made the {$21000.00} payment. I also would have not attempted to make any further payments during that time. In addition, Mohela also shows inaccurate information when I try to view my PSLF qualifying payments online. I wouldnt have made the {$21000.00} payment if I knew that the number of PSLF eligible payments was inaccurate on my account when I view it online. Repayment has again restarted in XX/XX/XXXX. I attempted to make a payment on XX/XX/XXXX. The payment was again returned to me and I received the same message that my payment was returned for the same reason of No account/ unable to locate. I continue to receive notifications that my account is overdue despite multiple efforts to pay it. I spoke to an agent on the phone on XX/XX/XXXX and was told that a supervisor would call me back. I spoke to a supervisor on XX/XX/XXXX and she could not determine what the issue was. I was told they would investigate it further and call back within 7-10 business days. Meanwhile, my account is still accruing interest and Im unable to make any payments. I would like all payments made from XX/XX/XXXX - XX/XX/XXXX to be returned to me. I was given misleading and false information. These issues can never be resolved due to long call wait times, and processing errors and delays.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63090
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Due to financial hardship, I am a government worker who can not afford my XXXX loan payments. I called MOHELA to see the agent 's options and was offered a forbearance, which added interest to my loan. Due to the growing interest on my account, I've already added approximately {$25000.00} to my loan. I sent an email complaining to the White House, too. The margin in my budget is only {$300.00}. I have to use that for transportation to work because I need a car and the Public Transportation here is unreliable ( for example, it took me one and a half hours to travel six miles )!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I've already submitted a complaint with you ( case XXXX ). MOHELA has not take any action and I'm still waiting on the refund of my over {$15000.00} they erroneously sent to my ex-husband. Kindly review the prior case and open up this new complaint to reach out to MOHELA and get my money back. They are non-responsive and have done nothing in over a XXXX. I've provided them proof of payment by sending them copies of my bank statements showing the money that was paid to them came from my personal bank account and they still haven't responded. These stalling tactics are unfair to me. I have reached out and filed complaints with both the Department of Education and the Federal Student Aid Ombudsman and nothing has happened in over a XXXX. They keep referring me back to MOHELA, who in turn is non-responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I am reaching out to you as a borrower who has encountered issues related to the Public Student Loan Forgiveness ( PSLF ) program. My primary concern revolves around Mohela 's interpretation of a requirement that does not align with the legislative guidelines set forth for PSLF. According to my understanding of the legislation and the information available on the Department of Education website ( www.studentaid.gov ), borrowers are required to be employed at a qualifying employer when they make their 120th payment and when they apply for forgiveness. Nowhere in the legislative text or on the official Department of Education website does it stipulate that one must remain employed at that qualifying employer until the student loans are discharged. However, Mohela has conveyed a different interpretation, suggesting that continuous employment at the qualifying employer is a prerequisite for loan discharge. This contradicts the information available on the Department of Education 's website, leading to confusion and concern on my part. By all accounts, I have completed the requirements outlined by this program when I made my 120th payment and submitted my application on XX/XX/2023. Additionally, Mohela has asserted that their guidance on this matter comes from the Department of Education. This raises questions about the consistency and accuracy of information provided by Mohela, as it appears to conflict with the official guidelines from the Department of Education. In talking with various Mohela representatives over the past several months, I have also received inconsistent answers. Some representatives say I can leave my qualifying employment and some ( most ) say I can not. The miscommunication, inconsistency, and apparent misunderstanding of the legislative requirements have caused significant stress and uncertainty for me as a borrower seeking PSLF. I believe it is crucial for the Consumer Financial Protection Bureau to be aware of these issues and to intervene to ensure that borrowers are treated fairly and transparently. I kindly request the Consumer Financial Protection Bureau 's assistance in investigating this matter and facilitating a resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 54729
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The Complaint relates to Complaint Number XXXX. MOHELA has again issued me past-due notices in error. I paid my monthly bill of {$840.00} on the due date of XX/XX/2024. My bank information shows that my payment cleared on XX/XX/XXXX. On MOHELAs website, it shows that MOHELA is still processing this payment. Yet MOHELA sent me two past-due notices on my account and shows that I owe {$1400.00} by XX/XX/2024. MOHELA issued me past-due notices in error in XXXX and earlier in XXXX. While it corrected past-due status on its website, MOHELA has never sent me corrected invoices. I am very concerned that MOHELAs gross negligence and incompetence will negatively impact my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Back in XXXX, I was told my account was on an Income Based Repayment plan. Then in XXXX when I looked to see how much I needed to pay, it said I was a level payment plan and owed over {$700.00} per month. I immediately applied for the SAVE plan and was told it could take up to XXXX days to get approval and that my account would be put into forbearance until the end of XXXX. I never heard anything back from them. I then saw that my level plan was back and I owed over {$700.00} again. I sent a complaint, I tried waiting on the phone, which I ran out of time being on hold. I have gotten no response, none. I have now missed a payment, which I have never done prior to this. I did submit a complaint to Studentaid.gov, but haven't yet received anything either, it hasn't quite been XXXX days yet. I can not get any information from Mohela. I can not afford to make those payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66605
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A