Date Received: 2023-12-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I filed a complaint and dispute with Mohela Student loan servicer requesting they remove inaccurate reporting on my credit profile. Mohela continues to report erroneous late payments on my credit report that is causing my financial reputation to be negatively impacted and its lowering my credit score making it impossible for me to be approved for any type of credit. The errors that are being reported are as follows : 1 ) XX/XX/2019 is reported as 90 days late and this must be incorrect because the two months preceding XX/XX/2019 which are XX/XX/2019 and XX/XX/2019 are showing as paid on time. If the prior two months are paid on time, XX/XX/2019 can not suddenly become 90 days late. I demand my credit profile be updated to reflect that I was never late. XXXX ) XX/XX/2019, XX/XX/2019 and XX/XX/2019 are being reported by Mohela as 90, 120 and 150 days late accordingly. However, the two months preceding XX/XX/2019 which would be XX/XX/2019 and XX/XX/2019 are reported as paid on time. If XXXX and XX/XX/2019 were paid n tune, then it is impossible for XX/XX/2019 and XX/XX/2019 and XX/XX/2019 to be late because XXXX, XXXX and 150 days did not pass. You can not be 120 days late and on time for the preceding XXXX and 60 days. This is inaccurate and I demand my credit report be updated to show never late for XXXX, XXXX and XX/XX/2019. I demand Mohela update this account information even though it has been refinanced because it is still reporting on my credit profile as late and is dragging my credit score causing it to be low and ineligible for extensions of credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30041
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: Trouble with how payments are being handled
Consumer Complaint: On XXXX, I received an email from DOE that Mohela is transitioning its to a new online account platform. The DOE email did not indicate a timeline. On XXXX, I tried logging in to the existing online account platform, but it did not let me login due to the transition process. On the same day, I called the customer service to ask them 1 ) how much I owe and 2 ) if I can make the full payment on the loan now. The customer service agent did not have information on how much I owed AND stated that I can not pay off the loan during the transition. I then asked when the transition process will be complete. He said " a couple of weeks. '' I asked him if he has a more specific timeline, and he said " a couple of weeks, maybe 3. '' He also stated that my interest will keep accruing during this time, when I have NO ACCESS to the account platform OR any INFORMATION regarding my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60605
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 ( and everyone 's ) loan was in forbearance during COVID until XX/XX/2023, but I kept making payments the entire time. Once that date was passed, I was charged interest again, which I fully expected. The payments I made for XXXX, XXXX and XX/XX/2023 included the newly accrued interest, and it was shown on the MOHELA website ( at that time ) how much of my payment went to each. The total interest I paid for this period was about {$800.00}. In XXXX, MOHELA placed my account in forbearance again due to a government sanction on them regarding fair practices. When I went to check on making my XXXX payment I looked at the previous payments out of curiosity. MOHELA had changed my previous 3 payments to show that the amounts I paid all went toward the principal. This would have been OK, except my principle amount did not decrease by the full amount of the payments, basically making my {$800.00} in interest payments " disappear ''. When I called to ask about this error, the ( intern ) agent couldn't find or access any records to show how my payment was allocated to my account and simply offered me a refund of the disputed amount. I declined and asked to speak to someone in accounting who could look up exactly how my payments were applied. I was transferred and left on hold for 164 minutes with no answer, then the phone system hung up on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela is reporting duplicate student loan account to the credit reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
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: Trouble with how payments are being handled
Consumer Complaint: I have made several attempts via telephone, email and via online form upload to request a refund of the payments I made to my student loan during the COVID payment pause from XX/XX/XXXXXXXX to XXXX XXXX, XXXX. I requested this refund before the deadline on XXXX/XXXX/XXXX. I have uploaded screenshots and resent my email requests four times now. I have called MOHELA ( my servicer as of XX/XX/XXXXXXXX ) and was told that and XXXX ( my servicer at the time I was making payments during the covid payment pause and before consolidating with MOHELA ). Mohela told me that I had to contact XXXX for the refund since they received the payments during that time. XXXX reports that due to the guidelines set by the Department of Education, since MOHELA is the current servicer, that MOHELA is responsible for the refund of the payments. Every time I contact XXXX, I am given different information. On XX/XX/XXXXXXXX I called to follow up on my email request for the refund. I was told that they did not receive my email. I told the representative that I have a copy of the email in my sent folder and the representative instructed me to forward it to their contact email address again. On XXXX XXXX, XXXX, I called XXXX to follow up on my request for a refund. I was told by a representative that my refund was sent to a completely different company named XXXX on XXXX/XXXX/XXXX. I have never held an account with XXXX. I contact XXXX and they confirmed that there has never been a loan given or refunded to me in their system. The Federal Student Aid website has no record of any student loan provided by XXXX. On the same date, I uploaded a copy of my email request for a refund to my Mohela account to again request a refund as well. I have yet to receive a response. On XX/XX/XXXXXXXX I filed a complaint on the Federal Student Aid website regarding this issue, complaint XXXX XXXXXXXX and uploaded my original email submitted before the deadline, requesting a refund. I have yet to receive a response. On XXXX XXXX, XXXX, I contacted XXXX again and they restated that a refund check was sent to XXXX. I explained that I contact XXXX and they do not have any account under my name ever. I spoke with a representative named XXXX who stated that the supposed refund sent to XXXX was for {$880.00}. I am due a refund of the payments that I made of over {$15000.00}. XXXX agreed that it was an error and reported that he could see my payment history and that I should be refunded much more than that. XXXX stated that he would conduct an investigation and contact me. On XX/XX/XXXXXXXX XXXX called me and stated that according their guidelines from the Department of Education, Mohela must pay. I requested written or online verification of his statement and he told me that it was probably internal and could not share it with me. On XXXX XXXX, XXXX, I uploaded a copy of my email request for a refund to my Mohela account to again request a refund. I still have yet to receive a response Please, I am getting the run around and would like my money back, this was a significant amount of money that I paid in good faith to the US government. Thank you for your help, Sincerely, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94551
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 been contacting Mohela on numerious occasions regarding my missing months of eligible PSLF payment in order for my loan to be forgiving. I submitted all of the information that needed to have loan forgive. I contacted Mohela about 3 times and files a complained on XX/XX/XXXX, XX/XX/XXXX, I was told the Department of Education needs to review my account. I tried to tell them I have already established the 120 payments to have my account forgive and was told they do not have any ideas Why I have only 108 weeks instead of 120 weeks even though my documentation shows that I have more than 120 payments to fulfilled the requirement of having my loan forgive. The following weeks are missing from my account. In XXXX, XXXX, and XXXX. According, to my documentation from my employer. I have more than 120 weeks of payment to qualify for my forgiveness. This is is very stressful to deal with at this moment. I just lost my father on XX/XX/XXXX and having to still have to call Mohela and told the same thing again it's very frustrated. I would like to have my account to be review and apply all of the remaining weeks in order for my PSLF can be done and my loan can be process as being pay in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33830
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: In early XXXX, I mailed in a form to MOHELA to apply for the public service forgiveness program ( I work for the state and have, or have at least close to, 120 payments completed ). After waiting two months, I called and spoke to a very nice man who suggested that I fax the form in. I did so on XX/XX/XXXX, and have not heard a word from them since. You can track your form on their website, but they continually tell me that my form has not been received or processed, although it states that it takes ten business days for it to be put into their system. In the meantime, interest continues accruing on the account and I'm paying about $ XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The mentioned accounts egregiously violate several federal laws, notably within the framework of the Fair Credit Reporting Act ( FCRA ) and the Family Educational Rights and Privacy Act ( FERPA ). These violations are detailed as follows : XXXX. **Account # XXXX ( XXXX ) : ** - **15 USC 1681a ( FCRA - Accuracy of Consumer Information ) : ** The reported account falls short of the accuracy standards mandated by FCRA, constituting a breach. - **16 CFR 313 ( Code of Federal Regulations - Opt-Out Mechanism ) : ** Non-compliance is evident through the glaring absence of a clear and conspicuous opt-out mechanism, as required by 16 CFR 313. - **15 USC 6802 and 15 USC 6803 ( FCRA - Consent for Information Sharing ) : ** Blatant transgressions occur due to the lack of clear consent for information sharing, a direct infringement on privacy standards. - **15 USC 1681b ( FCRA - Permissible Purpose Requirements ) : ** The violation of 15 USC 1681b underscores a failure to adhere to permissible purpose requirements. - **20 USC 1232G & 34 CFR 99 ( FERPA ) : ** Reporting student loan information without explicit consent violates FERPA, which safeguards the privacy of student education records. XXXX. **Account # XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX : ** - The same violations as described for the XXXX account apply, encompassing breaches of FCRA and XXXX. XXXX. **Account # XXXX ( XXXX ) XXXX ** - The inclusion of this account in the credit report, without explicit consent, is a direct contravention of FCRA 's and FERPA 's requirements, echoing the violations detailed above. These violations collectively encompass illegal reporting of transactions, sharing consumer non-public information with non-affiliates, and unauthorized disclosure of educational records. Immediate corrective action, including account rectification and compliance with the stipulated laws, is demanded. Failure to address these violations promptly will result in legal action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have had XXXXXXXX loans since 2007. They are now owned by Mohela. I was in deferment for a lot of those years. I am currently working with the state and all my years that should have counted towards my PLSF are not showing as counted payments. I have reached out numerous times to them and they do not answer or disconnect immediately. They will not provide me with deferment dates or return calls. They have changed my payment schedule twice and I am receiving no notifications from them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Mohela began servicing my student loans in XXXX. They have not reported once to any credit agencies to reflect current balances which are significantly lower.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A