Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I set up my repayment plan in XXXX and they are not taking the payments out and are sending me notifications that I'm past due. I have emails from XX/XX/23 stating that my auto debit has been approved then on XX/XX/23 I received an email stating a delay. I set up the auto pay and chose my repayment options when I set everything up in XXXX and I'm worried about being sent to collections over Mohela 's inability to process payments correctly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87114
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received correspondence from student loan servicer MOHELA dated XX/XX/XXXX regarding IDR recertification which needs to be completed before the deadline of XX/XX/XXXX. However, Studentaid.gov specifically states " The earliest you could be required to re-certify is XX/XX/XXXX. On your account XXXX XXXX page, you may still see a recertification date that is earlier than XX/XX/XXXX. We are working to get those updated, and we thank you for your patience. If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by one year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' This excerpt is taken from : https : //studentaid.gov/announcements-events/covid-19 under Income-driven repayment, under subheading " when do I have to recertify my IDR plan? '' According to the above, my recertification date should be pushed back one year to XX/XX/XXXX. I have reached out to MOHELA but I have not had any resolution or explanation of this matter. The representative states the information from studentaid.gov, a government website is incorrect. This problem is actually well known to other borrows in my situation and they have had this problem resolved with Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11704
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Before repayments began in XX/XX/2023, I was automatically enrolled in the SAVE repayment plan. The policy of this program is that when the minimum payment is made the remaining interest is eliminated thereby interest no longer ballons. However, MOHELA has not done this on my account. Even after I made my first minimum payment XX/XX/2023, they continue to add interest ever several days per loan. This continues to happen to present day, again even after I made the minimum payment. I verified with the Department of Education that the interest on the SAVE plan is to be eliminated for the month in question after the minimum payment is made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63118
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I never recieved a bill for XXXX and was not able to pay online and when i did recieve a bill at the end of XXXX I was already late I am XXXX to date now but that was difficult and it still shows I am behind in payment. and was late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 172XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have struggled to get ahold of XXXX for over 30 days.. Sat on hold for XXXX hours over XXXX different days, sent multiple private messages and had no response. I was in the wrong repayment plan and now my payment is in an XXXX and its way more than I can afford. I am less than XXXX payments left on XXXX and cant get things straightened around. This is ridiculous.. I now owe over {$60000.00} on loans that were XXXX of that to borrow. Customer service is terrible, you cant talk to a human being to get help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 164XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I had the balance of my student loans forgiven through the XXXX XXXX XXXX XXXX XXXX. My federal loans were serviced through Mohela. I found out a few days after that I had actually overpaid, and I would be issued a refund in the amount of {$1900.00}. At the time, I was told to allow the refund XXXX business days to make it to me. As of now, XX/XX/XXXX, I have not received the refund. It is over 90 days at this point and I have called Mohela at least 6 times, getting a different and unhelpful answer each time I call. I am getting so frustrated as I know this money is rightfully mine and Mohela just continues to brush me off. Anything you can do to help would be so appreciated. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with monetary relief
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 have requested multiple callbacks from XXXX Mohela over the years. Less than 50 % of my requested callbacks are ever filled. Most recently, XX/XX/, I had scheduled to call back. No one ever called. This repeatedly impacts my ability to make informed financial decisions. Hold times are crazy. Scheduling a call is the only way to contact them as I work a full time job. When I make time, and they don't call, this has significant negative impacts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: *** Attached is a PDF version of this complaint should formatting be an issue *** Concerned Parties : Missouri Higher Educ Loan Auth ( MOHELA/XXXX ) Re : Request for Correction Account # : XXXX Complaint Details : I, XXXX XXXX XXXX XXXX XXXX, am contacting you regarding the below items on the above account. The reporting of these items evidence violations of federal law. I have enumerated these violations in further detail in sections ( A ) through ( C ) below. Each item is numbered in the attached marked copy of my recent credit report for reference. Payment History/Rating : ** ( see attachment 1 ) ** ( XXXX ) XX/XX/XXXX : XXXX ( XXXX ) XX/XX/XXXX : XXXX ( XXXX ) XX/XX/XXXX : XXXX Background : In XX/XX/XXXX, facing the culmination of a prolonged two-year period of unemployment exacerbated by the COVID-19 pandemic, and having exhausted my unemployment benefits, I engaged in a conversation with Mohela in efforts to explore viable options under the prevailing circumstances. This dialogue resulted in my enrollment in Mohela 's Unemployment Reduced Repayment Option, a program tailored to provide temporary relief through reduced monthly payments. The accommodation, a direct response to my financial hardship enabled me to adhere to a modified payment schedule during this challenging phase. By XX/XX/XXXX, I had successfully navigated back to my regular payment schedule. However, in XX/XX/XXXX, upon meticulous review of my credit report, I encountered an unexpected revelation - the report reflected delinquencies for the months of XXXX through XX/XX/XXXX. This discovery was particularly disconcerting as it contradicted my understanding of the provisions under the XXXXARES Act, which, to my knowledge, should have precluded the reporting of such adverse information. Compounding this issue was the absence of any form of written notice from Mohela regarding the reporting of this negative information, a lapse that raises significant concerns about compliance with mandatory disclosure requirements and the overall integrity of the credit reporting process. ( A ) : Violation of FCRA Provisions During COVID-19 Pandemic Accommodation Under 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ), the law is unequivocal : if a furnisher, like Mohela in my case, extends an accommodation to a consumer, and the consumer adheres to the terms of this accommodation, the obligations or account must be reported as current. The failure of Mohela to adhere to this mandate, in my situation, is not only a glaring oversight but a direct contravention of the FCRA. The agreement between Mohela and I enacting their Unemployment Reduced Repayment Option ( **See Attachment 2** ) constituted an accommodation*** given that, per the CARES Act definition, the coverage period extended through XX/XX/XXXX, XXXX. Despite adhering to the new payment terms, Mohela 's subsequent reporting of my monthly credit obligation failed to reflect the mandated " current '' or PAANL status. This misreporting occurred despite my account being brought to a current status during the accommodation period*****, which should have triggered a reporting adjustment reported as stipulated under 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( F ) ( ii ) ( bb ). In light of these violations, I demand that you take immediate corrective action by 1. Modifying items ( 1-3 ) to PAANL or Paid on Time ( B ) : Failure to Provide Required Notice of Negative Information Contrary to the obligations outlined in 15 USC 1681s-2 ( a ) ( 7 ) ( A ) ( i ), Mohela neglected its duty to provide written notice to me prior to, or within 30 days after, reporting negative information to credit bureaus. Upon discovering adverse entries on my credit report, I conducted a meticulous review of all my billing statements, separate correspondences, and electronic records. This thorough examination revealed a complete absence of the legally required notification from Mohela concerning the reporting of this negative information. This omission not only represents a significant lapse in compliance with the FCRA but also deprived me of the opportunity to address or rectify the issues preemptively. Such an oversight is particularly consequential, given the substantial impact of negative credit reporting on a consumer 's financial health. This breach necessitates immediate attention and corrective action to rectify the resulting inaccuracies in my credit report and to ensure compliance with the FCRAs stringent consumer protection standards. NOTE : Distinctiveness and Independence of Legal Arguments and Requests It is important to note that arguments and codes presented in both section ( A ) and section ( B ) are distinct and separate from each other. While each section advocates for the removal of certain items from my credit report, the reasons and legal bases provided in each section are independent and should be considered on their own merits. Therefore, the requests for the removal of items and their supporting codes within each section should in no way be construed as diminishing or negating the validity of the requests made from other codes in other sections. Each code within each section provides separate and equally compelling legal grounds for the removal of different items from my credit report. I trust that these requests will be evaluated individually. ***15 USC 1681s2 ( a ) ( 1 ) ( F ) ( i ) ( I ) ****15 USC 1681s2 ( a ) ( 1 ) ( F ) ( i ) ( II ) defines the end of the covered period as 120 days after the termination of the National Emergencies Act declared on XX/XX/XXXX. The act was terminated on XX/XX/XXXX ( see Termination of National Emergency Concerning COVID19, Pub. L. 1183, Apr. 10, 2023, 137 Stat. 6 ), thus the coverage period extends to XX/XX/XXXX *****See Attachment XXXX ( Billing statement for XX/XX/XXXX ) - The accommodation period ended XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07748
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: My loan was transferred to be serviced by mohela. I promptly filled out the form to have my PSFL applied and eligibility counted, as well as signed up for the save plan. My loan showed that they were completely paid off and a lump sum payment had been made on both mohela and XXXX. Fast forward my loan balances re appeared and after many calls and attempting to reach someone and them telling me I had zero loans and no information I was placed in forbearance for processing. My forbearance ended and a payment was due, but I still have yet to be given a payment plan or explanation as to why my loans showed paid off and a XXXX dollar balance on multiple different platforms.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97526
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The XXXX loan provider that I work with is Mohela I attempted to reach out to them after I had received a late payment even though every single month I pay a several days before the payment due date. When the payments were restarted back in XXXX it showed that I had a late payment again even after I paid several days before it. I had reached out to them seven times over 2 weeks and had zero response until later after that and even when they gave me a response it was all automatically done which didn't give me any idea of what happened. I had attempted to reach out to them to ensure that my credit would not be affected so that I would not be prevented from getting future loans or it affects any other purchases that I make long-term. They gave me an immediate response that was only telling me when my next payment is due and that I have nothing due but did not clarify if I had actually had a late payment and also if it would affect my credit score. They gave me zero indication of the question I'd ask and gave me what my next payment will be. And I had message him seven times plus attempting a response and all of them were pretty much automated to tell me what my next payment is and that I had nothing due but nothing to answer the question that I had asked ensuring that I would not be affected even if I had paid and had sent them exact dates and time of when I did pay and my history showed that I paid. On a second note it also showed two different amounts of what I actually owed to ensure that I don't accrue interest or that it would affect my credit score based on a late payment. Several days before I had paid the amount that it said that I needed to pay for that bill and then when I got back and it said late payment it said a different amount that I owed for that. Of which I paid both amounts the previous amount and the amount that it technically said that I had a late payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52402
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A