Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a billing statement for my student loan on XX/XX/XXXX, backdated to XX/XX/XXXX. My borrower account on MOHELA.com indicates that my next payment is due XX/XX/XXXX, which is less than 2 weeks after I received my billing statement. This is the second time I have received a late and backdated billing statement. Also, according to XXXX, my payment due date is XX/XX/XXXX. If this is the case, then my XX/XX/XXXX billing statement would not be untimely. But it's unclear by which date Mohela expects me to pay. I mentioned the late/backdated statement to a Mohela representative on the phone, and she informed me that they are in the process of transferring to a new system that should fix the issue of late/backdated statements. It's my understanding that Mohela has been in this process for months. As a borrower, it is frustrating to receive billing statements so close to the apparent due date of my bill, because it doesn't give me enough notice and time to prepare to pay my bill. Finally, I set up auto-pay in XXXX so that I would never miss a payment. Mohela auto-debited my account on XXXX XXXX despite my accounting being in administrative forbearance. In addition, despite owing {$0.00} to the administrative forbearance as of XX/XX/XXXX, I received a notification ( before I received the corresponding billing statement ) that my autopay would be debited for the regular monthly payment amount. This is frustrating ; why doesn't autopay reflect the actual amount due? I canceled auto-pay and will submit monthly payments manually until I am confident that I am being billed the correct amount at the correct time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 041XX
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: Trouble with how payments are being handled
Consumer Complaint: My husband and I sent a check to Mohela to pay off my student loan in full ( approximately {$140000.00} ). The envelope contained the proper letter with my loan information and the check with my account number and name included on the memo. They deposited the check on XX/XX/XXXX. It cleared our account and was not returned. The deposit was never applied to my account. My account balance was not adjusted but my payments went to XXXX and my past due went to XXXX. We assumed they were processing the payment as they said things were taking a long time. They have now resumed asking me to make payments and can not locate the check we sent even though we have provided them with the endorsed check and our bank account statement indicating it has not been returned to us. I have been placed on hold for hours when I asked to speak with a supervisor. They do not return phone calls when the phone call is dropped even though they say they will. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
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: Co-signer
Consumer Complaint: I did not cosign this loan, my identity was stolen for this loan, I went through similar problem with XXXX XXXX servicing in XXXX. All papers were submitted to verified my XXXX Mohela was writing me again on the loan I did not cosign
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94804
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the XXXX repayment plan on a joint application with my spouse through XXXX, and my payment went up from {$260.00} to {$550.00}, when XXXX had estimated my payment to go down. On XX/XX/23 they said that my new monthly payment would be {$170.00}, and then on XX/XX/23 they sent another letter saying that my payment amount chenged to {$550.00}. When I contacted XXXX for support with this, they recommended that I file a claim with you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60110
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: I have filled out numerous IDR applications because the initial monthly payment Mohela charged was incorrect under the SAVE plan. The information on the application has always been the same but the payment has changed with new applications but it still not correct. The last application I filled out with a Mohela representative over the phone. She told me I could be placed in forbearance but I would still accrue interest so I opted to make the payment. Under the SAVE plan some of the interest being charged to my account would be covered under the SAVE plan interest laws since it would exceed the initial amount of my original loans if Mohela was actually charging me the correct amount monthly based on my income and family size. I have called numerous times and today was on the phone with Mohela for over 5 hours before an automated message stated that a representative would not be able to answer my call today and if I would like a call back next business day to press # 1. I pressed # 1 and verified the phone number but Im not optimistic I will actually received a call back based on the multiple calls Ive already made and the messages Ive sent with no response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65109
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I received at letter from my student loan servicer yesterday instructing me to recertify my income or risk being removed from my IDR plan. ( attachment 1 ) I believe this letter was sent in error and fails to follow the IDR recertification rules listed on FSAs website. My IDR anniversary date or deadline is XX/XX/XXXX on both my FSA dashboard and MOHELAs customer portal. ( Attachments XXXX, XXXX and XXXX ) According to the FSA website, I have at least six months to recertify my income after the end of the payment pause ie not before XX/XX/XXXX. ( attachment XXXX ) FSA specifically says that recertification dates before XX/XX/XXXX will be pushed out by one year. ( attachment XXXX ) MOHELA has failed to follow FSAs rules. I need to be on IDR to remain eligible for PSLF. I can not get in touch with MOHELA because they dont answer the phone. Please correct my IDR recertification date to XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied to change over to the new SAVE repayment plan in XX/XX/XXXX before loan payments were set to restart in XX/XX/XXXX. My application was not timely processed. I received a XX/XX/XXXX letter indicating I was being placed on " administrative forbearance '' while the SAVE application was being reviewed. On XX/XX/XXXX I called and spoke with MOHELA after a 3-4 hour wait on hold. I told them that I did not want to be placed on forbearance if those forbearance months would not be counted towards the 120-month PSLF loan forgiveness threshold, even if it meant I would pay more for another month or two. They confirmed I would owe {$430.00} on XX/XX/XXXX and that they would process my SAVE repayment plan application timely. Well, they didn't take me off the forbearance, there was no payment shown as due and owing on my MOHELA website account for XX/XX/XXXX despite what they had told me on the phone, they didn't process my SAVE application, and I received another letter stating that XXXX and XX/XX/XXXX would not count towards the PSFL 120. I had called them again on XX/XX/XXXX. They promised me the SAVE application would be reviewed and have a decision within 7 business days. It was not, but at least they got it done this month. I received a letter stating my XX/XX/XXXX payment would be due at the rate of {$430.00}, and I just paid that today XX/XX/XXXX to avoid any credit reporting issues or missing another month towards the PSLF 120-month forgiveness threshold. On the XX/XX/XXXX phone call, I explained that I had seen the news about Biden and the Dept of Education requiring MOHELA to count " administrative forbearance '' months towards the 120-month PSLF requirement. The customer service person tried to argue with me that I was not actually on an " administrative forbearance '' but rather a " processing forbearance '' despite what their own XX/XX/XXXX letter to me stated. I received a letter confirming they were not going to count XX/XX/XXXX and XX/XX/XXXX towards the PSLF 120. I was also annoyed that I was not going to be paying at the new SAVE repayment rate for XX/XX/XXXX despite submitting my Application in XX/XX/XXXX and being told it would be promptly reviewed when I called in XX/XX/XXXX. Today I received a letter stating that my SAVE Application was approved, but I do not believe they calculated my repayment rate correctly. The repayment plan estimator calculator says I should be paying about $ XXXX. I make approximately {$62000.00} gross, and my husband and I file taxes as married filing separately. He has paid off his student loans. We have no dependents. We live in Illinois. The SAVE Application approval letter I received indicates my monthly rate starting XX/XX/XXXX will be {$250.00} instead of about {$160.00}. I can not afford to spend another 5 hours on the phone for them to keep lying to me, so I am trying to get help here at the CFPB. My husband 's name is XXXX XXXX, and you have my consent to speak with him as well. He is a lawyer and kept notes on all of these events, phone calls, and letters. His contact info is : XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-12-19
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: Received bad information about your loan
Consumer Complaint: In XX/XX/, I submitted a complaint to the CFPB about Moheal 's inability to answer basic questions about my student loans. ( XXXX ). I received an unexplained forbearance placed on my account in XX/XX/. XXXX did not notify me in any way, and they did not clarify if this forbearance would count towards my Public Service Loan Forgiveness ( PSLF ) credits. I messaged Moheala through their online portal and received no response. I decided to call Moheala and ask. In my complaint, I pointed out that Moheala provided me with terrible information from a brand-new employee who had no idea what she was doing ( no fault to her, as this is a training issue with Moheala ). The employee told me the SAVE program did not count for PSLF. However, she was wrong. She After several hours on the phone, I still never received my answer. I submitted my CFPB complaint, and two months later, I received an email response about my complaint. I logged in to see what Moheala would say, and to my surprise, there was no response. The file attached to my complaint was labeled " threat detected '' and " corrupt. '' There was no response. Of course, I don't agree with this bc there wasn't anything done, but CFPB closed my complaint. Fast forward to XX/XX/. A letter arrived from Mohela on XX/XX/XXXX. This letter, which took over two weeks to get to me, arrived, and guess what? The information Moheala mailed was utterly wrong. In the letter, Moheala writes that this was in response to my CFPB complaint ( that's right ). Moheala continues by saying that my complaint to CFPB was to REMOVE this forbearance because of my Borrower Defense to Repayment ( BDTR ) application. I have not filed a BDTR for these loans and do not have a BDTR on file. Further down the letter, Moheala notes my account was placed on forbearance because of BDTR and that they went ahead and notified the Dept of Education to remove this forbearance. My questions and complaints have always been about the SAVE program and PSLF. I never once mentioned BDTR. Moheala is incompetent. This organization is supposed to be one of the agencies that represent the DOE and collect millions of student loans. The company can not even address simple common questions with a mess up. People expect Moheala and the other student loan servicers to have their act together, but it's clear that this isn't the case. Moheala can not perform their duties to service the student loans, and it's an embarrassment. I still never received an answer from Moheala as to whether the forbearance will count for my PSLF. Thankfully, the Department of Education addressed this and has released it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33040
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: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/XXXX, I received an email from the U.S. Department of Education stating that I had missed a payment on my student loans. I logged on to Mohela on XX/XX/XXXX, and noted that I had an overdue balance of {$410.00}. However, I confirmed that my monthly auto-debit was active, and that I had received an auto-debit withdrawal confirmation from Mohela on XX/XX/XXXX. However, no payment was ever withdrawn from my bank account in XXXX. I attempted to call Mohela on XX/XX/XXXX, but could not get through to a representative. I also tried calling on XX/XX/XXXX and XX/XX/XXXX, but could not get through to a representative. I manually entered my payment for {$410.00} on XX/XX/XXXX and on XX/XX/XXXX, my payment of {$410.00} was posted on the Mohela website. My auto-debit of {$420.00}, which I had confirmed was active in XXXX, was withdrawn automatically by Mohela on XX/XX/XXXX. On XX/XX/XXXX, I logged on to Mohela and noted that my student loans were listed as being in forbearance. However, I never received any notification that my loans were going into forbearance. Additionally, my auto-debit of {$420.00} was never withdrawn for XXXX. My next auto-debit is listed as being planned for XX/XX/XXXX. I have not received any information or communication from Mohela regarding why my auto-debits are not being withdrawn monthly, particularly as it shows as being set up monthly on my account, nor any information about why my account is in forbearance. I attempted to call Mohela XX/XX/XXXX and again, could not get through to a representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 148XX
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: Co-signer
Consumer Complaint: The veterans affairs rebuffed in my payments for tuition as I just tried to get papers from there offices and they dont have any of my paperwork but refused to pay or provide any addition signiiture after ruining my schooling .Mohela also has charged me for loans that are in forbearance till XXXX through park being charged interest each time I deal with them its lie after lie I am trying to discharge my loans and now being called XXXX by these people in retaliation. Because Im not a nurse and have XXXX XXXX I want these loans discharged Im being lied too and charged interest in loans I really dont owe because they were not accredited
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A