Date Received: 2023-12-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Following up on a previous complaint on XX/XX/XXXX : XXXX. There was absolutely NO communication from MOHELA prior to XX/XX/XXXX that I had until that date to request the XXXX refund because I made payments from XX/XX/XXXX through XX/XX/XXXX while working in the public service. Quit stealing my hard earned money!! Can we have some middle ground? Again I made monthly payments of XXXX from XX/XX/XXXX until XX/XX/XXXX. I should be entitled to roughly less than XXXX but more than XXXX. There was too much confusion in between XXXX and XXXX. There was no reason to contact the prior company since MOHELA took over. The first communication I received was by US mail on XX/XX/XXXX explaining that the payments are no longer paused and set to resume in XX/XX/XXXX. Call me if unclear.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61615
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have several student loans that have been consolidated for the purpose of Public Service Loan Forgiveness. I am a public school teacher ( since XX/XX/XXXX ) and have routinely certified my employment for PSLF to ensure that I am still on track. However, on the PSLF tracker on my account, XX/XX/XXXX through XX/XX/XXXX are marked as " employment not certified. '' This is untrue ; I have certified my employment for that time period twice since then ( once in XX/XX/XXXX and again in XX/XX/XXXX ). I have been regularly reaching out to MOHELA customer service agents for support, using their chat portal, message center, and phone line. Most of the time, my messages are ignored, or I receive a stock response after 4-12 weeks that my " case is too complicated '' and I need to call in. When I do call in, they either tell me that they don't see the issue on their end or that I just need to wait anywhere between 5 days and 9 months for it to be fixed ( that is to say, when I'm able to get through the phone line- it usually takes over an hour to reach an agent, and I don't have that kind of time in the day ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 527XX
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My federal student loans were transferred to Mohela from XXXX. In XX/XX/XXXX, I completed an application for an IDR plan with the Dept of Education and Mohela, specifically the SAVE plan, as I have always been on an IDR plan with these loans since I began repayment in XXXX Mohela repeatedly denied my application, even though they had all the information and documents they needed to confirm my eligibility and calculate my payment. I repeatedly called them to attempt to resolve the issue, and I received conflicting communication via telephone and letters. In XXXX XXXX Mohela placed me on administrative forbearance because they could not timely process my application, even though I would rather not have been in forbearance because it doesn't count towards PSLF. In XXXX, Mohela informed me that I had been placed on the SAVE plan and would have a XXXX XXXX monthly payment. But then they unilaterally removed me from forbearance at the end of XX/XX/XXXX, but did not begin my SAVE plan until XXXX XXXX. In the meantime, Mohela withdrew {$1200.00} from my checking account on XX/XX/XXXX for a payment on a " standard '' or " level '' plan that I never asked or consented to be on, and that I never should have been on, because I was always on an IDR plan ( including when my account was transferred from XXXX to Mohela ), I had already completed my application to be put on an IDR plan, and Mohela had already determined that I was eligible to be on the SAVE plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am having issues with getting straight answers out of MOHELA. They change their story every time I call them ( which takes multiple hours each attempt ). - In XXXX and XXXX I requested a bill ate change, in accordance with the process on their website. My loans were placed in a three month forbearance, and when they went into repayment the due date change STILL wasn't applied. They have no responded to my requests to change the upcoming XXXX due date. - My loans were placed into a forbearance without my knowledge, causing my XXXX payment to be unnecessary, and a duplicate that wouldn't count towards PSLF. When I asked for it to be refunded, they accepted the request, but I never received the refund. It's been over 30 days, which I was quoted as the outside range, and they have no answer as to where my refund is. They are dismissive, evasive, and are impossible to get ahold of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02144
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was placed on administrative forbearance by my servicer XX/XX/2023, but they didnt alert me until XX/XX/XXXX, after Id already made a payment ( Ive requested a refund but have yet to hear back ). I was placed on forbearance through XX/XX/2023, but my account home page has an alert saying my payments wont be due until after XX/XX/2023 because they are still working on updating my account. Despite this, I received a bill today ( XX/XX/XXXX ) thats due mid XXXX that says I am past due {$790.00} dollars. Further, they only counted 1 out of 8 of my certified months of employment for PSLF. I have yet to see that be corrected after months of waiting after I complained. The wait time is hours every time you call, and different people have told me wildly different things. My monthly payment has gone from XXXX to XXXX to XXXX to XXXX, all throughout this forbearance period. I dont know what information to trust. The communication issues have been astounding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the save/repaye program before payments were about to begin. I was informed that while my app was processing, I would be put in administrative forebearance. Then I receive a statement showing I would owe {$780.00} for XXXX, which was {$500.00} more than the repaye/save quoted me. I checked the status of my application and it said it was still being processed. So I didnt understand why I would owe the old payment amount and need to start paying when the application hadnt been processed. I sent XXXX separate messages to Mohela after way too many attempts to try to call but the wait times are outrageous and I work full time with XXXX kids under XXXX. I also messaged studentaid.gov and am awaiting a response. I check my bank account today because I tried to use it for gas and it was declined! and I see theres a withdrawal of the {$780.00} from my account for a loan payment! I never authorized this payment! It put my account in the negative, right before XXXX and needed expenses like groceries and last minute gifts. Thats the worst and most stressful. I called my bank and asked if they could stop it because I didnt authorize that payment amount and they did but would charge me {$30.00} AND my account will continue to reflect negative until Tuesday XX/XX/26- talk about the worst. I need help and need people to hold Mohela accountable. This is unacceptable and I deserve better. all of us borrower deserve better and I know Im not the only one. I should be in admin forebearance until they figure their stuff out and process my app. I cant be expected to pay an incorrect amount when its not feasible for my family and the need we have. Please help. Thank you. What XXXX even more is Ive worked for XXXX XXXX XXXX XXXX XXXX for over 12 years in XXXX XXXX and I cant get forgiveness because back then, XXXX loan companies lied to me and gave me incorrect info. This is all terrible way of handling borrowers livelihoods who are trying to work. Support their families and live a decent life. Im nowhere near rich and need help and advocacy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans started off with XXXXXXXX XXXX I signed up with the SAVE plan for my repayment plan. With the SAVE plan my monthly payment was XXXX dollars. I applied for PSLF and was approved. I just got an email today that my loans were switched to MOHELA. I set up and account and found that my payment changed from XXXX dollars to XXXX dollars. I called about this and spoke with someone who advised me to upload my SAVE plan approval from ED Financial to my MOHELA account and that I would be transferred to the resolutions team to get my account fixed. I waited on hold for 3 hours just for an automated voice to come on the phone and say a supervisor was not available and for me to call back. Then I was hung up on. I called back 3 times and spoke with three different people who all gave me different information and who all ended up transferring me to a supervisor to which I yet again got sent to an automated voice saying a supervisor wasnt available. I have yet to get in contact with a supervisor. Nothing about my income or loans have changed. It should have been a seamless transition from XXXXXXXX XXXX to MOHELA. My Mohela account shows Im enrolled in SAVE but my payment amount now reflects XXXX instead of the XXXX dollars it had been the last 3 months with XXXX XXXX. I have a letter from XXXX XXXX that I was approved for save with a XXXX dollar payment for 12 months. I need Mohela to fix my payments as something has gotten mixed up or entered in correctly in their system during the loan servicer transition
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2023-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing this letter to request assistance with an issue concerning the XXXX program and the overpayments I made as part of the program. My loan ( s ) have been cancelled as of XX/XX/XXXX, however, the qualifying payments I made were determined to be XXXX total payments, by XXXX XXXX, and carried over to Mohela in the XXXX XXXX XXXXXXXX. I made all my payments to XXXX XXXX, then XXXX XXXX. I never made a payment to Mohela after having my servicer transferred prior to XXXX XXXX losing their contract. I have received one ( XXXX ) payment of {$700.00} in approximately XX/XX/XXXX, but I believe the total due to me for the XXXX ( XXXX ) qualifying overpayments made would be : {$21000.00} ( less {$700.00} ) for an amount currently owed : {$20000.00}. Ive been told by Mohela that the qualifying discharge date was in XX/XX/XXXX. Per my XXXX XXXX payment history ( I can send via XXXX, I downloaded by XXXX XXXX payments before they closed my account at transfer time ) I made XXXX payments ( XXXX ) from XX/XX/XXXX through XX/XX/XXXX ( pre-pandemic ) for {$450.00} for a total of {$12000.00}. Then, after the pandemic began, I made XXXX ( XXXX ) total payments that were a combination of {$400.00} ( minimum payment required ) totaling {$8800.00}. Ive worked with Mohela customer service on this issue but have been told they are at a standstill from their end and can not escalate further beyond creating a separate Mohela Case, which per my conversation with a Resolution Supervisor XXXX this XXXX XX/XX/XXXX. XXXX provided me that the Mohela case number is : XXXX and was initiated by Mohela on or about XX/XX/XXXX, XXXX XXXX. From my discussions with Mohela customer support in XX/XX/XXXX, I was told that their review of my overpayment concerns was valid, and their assessment matched mine. They stated their appeared to be a mis-crediting of the overpayment balance ( {$21000.00} ) to a past spousal-merger issue ( my spouse, XXXX XXXX XXXX [ XXXX XXXX XXXX and I consolidated our loans with Direct Loans on or about after our marriage in XX/XX/XXXX ). This resulted in the payment from Treasury via paper-check for {$700.00} in approximately XX/XX/XXXX. Someone mistakenly applied the {$21000.00} owed to me as part of my XXXX remainder back against some incorrect analysis of the XXXX XXXXr balances. On XX/XX/XXXX I submitted this information to the XXXX XXXX via their online form and the case # is XXXX. The status is 'in review '. I was able to attach the XXXX XXXX payments download to that complaint. I thank you for looking into my file and this issues further, as a career XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am fully available to discuss further via cell ( below ) or email ( below ) and provide any further documentation I can ( sparse given the old sub-contractor used by XXXX XXXX and the lack of legacy documents available directly to me from XXXX XXXX and Mohela, since the discharge of my remaining loans ). Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( XXXX ) XXXX XXXX Mohela Account Number : XXXX SSN Last XXXX : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21771
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Per the FCRA as a federally protected consumer I am now opting out of any and all authorization I the consumer may have given you written, unwritten, verbal, and non verbal per 15 USC 6802. 16 CFR 313.7 - Form of opt out notice to consumers ; opt out methods. 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information 15 U.S.C. 1681 findings and statement of purpose Violation of my rights to privacy in The Privacy Act of 1974 by disclosing my Non-Public Personal Information to Non Affiliated 3rd Parties Without Prejudice, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46805
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan servicer is Mohela. I called Mohela today ( XX/XX/2023 ) and told the representative that I had received an itemized billing statement for the first post-pandemic payment that I made on XX/XX/XXXX, which contains itemized repayment amounts for each loan and the total repayment amount, but had received only an auto-debit notification for the second payment I made on XX/XX/XXXX, which contains the total payment amount only. I requested a billing statement for my XX/XX/XXXX payment and for all future payments. The representative told me that because I had signed up for auto-debit payments, I had forfeited my right to receive monthly billing statements. I asked her if I had ever been informed of this policy in any communication from Mohela. She said this policy was contained in my auto-debit application approval ( see attached XXXX ) and the terms of my auto-debit agreement, but I havent been able to locate a passage in either document that states this. Mohelas Auto Debit Disclosure states : XXXX ) Auto Debit Statements. You will receive a monthly account statement from Servicer including each student loan on Auto Debit. [ https : //www.mohela.com/DL/resourceCenter/AutoDebitDisclosures.aspx ]. I believe I am entitled to an itemized monthly billing statement that contains how much I am repaying for each loan, and not just the sum total of all loans contained in my monthly auto-debit statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22152
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A