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/XXXX th XXXX a payment of XXXX was pulled from my account. Then on XX/XX/XXXX another withdraw was taken from my account im the amount of XXXX. I am signed up for ACH payments and the XXXX funds were pulled without authorization. I called on XX/XX/XXXX and was told since two payment were taken out at once it would be escalated and I would receive a refund 7-10 business days. As of XX/XX/XXXX I have not received anything and now being told it would be 60 days for a refund. Not to mention I have been in the phone for over three hours, transferring to multiple different departments then hung up on with no resolution and no call back after giving permission for them to call me back. There customer service is horrible and now I have another payment coming up that I dont have money to pay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I received a billing statement on XX/XX/XXXX, at XXXX with updated loan details and due date of XXXX. I am enrolled in auto debit, but it wasn't clear why this new statement was generated. I spent an hour on the phone with a representative asking for clarification on why my payment amount was changed, if my loan repayment plan was changed ( I did not request that ), and if my auto debit amount that was already scheduled for XXXX would still be charged. I received two notices in early and XXXX that auto-debit payments would occur, but no notice that they had been canceled/adjusted. I am still unclear if the auto-debits scheduled for XXXX and XX/XX/XXXX are still scheduled. The rep was courteous and kept asking to put me on hold to " review my file. '' After an hour the called ended abruptly and sent me to a satisfaction survey. At the start of the call the representative asked if they could call me back if we were disconnected. They did not call me back. This is not my first time trying to get information from MOHELA. I feel badly for their customer service representatives, but they seem unable to provide answers to basic questions about changes to my loan payment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11720
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA refuses to count my payments towards PSLF in XXXX. They have my loans listed at being in deferment at that time. THIS IS THEIR ERROR. I was not in school and had not been in school since XXXX. I worked and provided my PSLF form numerous times. I have asked for this to be corrected with them refusing or telling me to prove I wasn't in school. How can I prove I wasn't in school other than by providing my graduation of XX/XX/XXXX. Not counting these months or processing my most recent uploads recommended by Studeentaid.gov is keeping me from qualifying. I am losing this benefit because they will not fit their clerical error
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40272
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have made several complaints on Federal Student Aid website and requested that my complaint be escalated to the Ombudsman Group on XX/XX/year>. The website was faulty and would not show/save my message so I screen shot it and attached it to the complaint. I have made many attempts to call mohela and request information. I requested a full summary of my loan status, but a document in text format was delivered. The original problem is that Mohela 's PSLF qualifying payments were up to XXXX payments on multiple loans. I called multiple times to inquire about overages, how I would get them back. I was told a check would be issued by the US department of treasury for the overages once Federal Student Aid approved my status. Once my status was approved, I was locked out of my Mohela account for " maintenance ''. I could not and still can not view my qualifying PSLF counts. I have requested that information and have received no communication.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/year>, I was told by MOHELA my loans were forgiven under PSLF. I was told I have a credit of {$280000.00} and to expect a refund. I have been waiting since for my refund. I have been in contact with MOHELA- keep being told at first 30-90 days. Now I'm told there is no timeline when I'll receive it. I was in contact with them XX/XX/year>, XX/XX/year> and XX/XX/year> regarding this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19468
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX : Submitted XXXX for work from XXXX XXXX ( XXXX ) to XXXX XXXX ( employer is out of business ) XX/XX/XXXX : Called XXXX to check on status, they said it was denied because I didn't submit W2s ( there were no instructions to do this ). I submitted W2s. XX/XX/XXXX : Called again to check on status, they said employer was rejected as not qualifying, but they looked it up and said it was a mistake. They submitted for re-review and said my loans would not move to MOHELA until this was settled. XX/XX/XXXX : All loans were transferred to MOHELA. I uploaded XXXX XXXX XXXX and XXXX to MOHELA. 3 months later this was marked as " duplicate '' form. XX/XX/XXXX : Re-submitted W2s and XXXX. XX/XX/XXXX : Called MOHELA. They said I needed to submit proof of 501 ( 3 ) c status. Submitted. XX/XX/XXXX : Was told that employer was approved ( it was now listed under employment periods ) and payment count ( 25 additional payments ) would be updated soon. Re-work was submitted. XX/XX/XXXX : Was told that prior person submitted the wrong form. Worker submitted " data feed '' document to request update. Should receive update in 3-5 days. XX/XX/XXXX : Agent submitted another re-work when count didn't update, said it should update in 90 days. XX/XX/XXXX : MOHELA said still pending XX/XX/XXXX : MOHELA not sure why it's not updating. Submitted another re-work of application. Said 30-60 days. XX/XX/XXXX : Agent said she thought it might be a signature issue where the form was electronically signed and should be a wet signature. But now they are accepted. XX/XX/XXXX : Status changed to " processed '' but no update on count. Called MOHELA who said it was denied again but couldn't tell me why.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA does not attend to the issue I am having regarding employment history. I already told them that I am serving with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. But MOHELA still states that I was employed with the XXXX from XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX which is not correct. My contract and orders already display my application acceptance date, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and expected contract length date. I do not know what else I need to provide for supporting documentation. They may visit in-person at XXXX XXXX and check documentation with my Chain of Command if necessary. *** Student loan is from XXXX XXXX XXXX XXXX. It was not an option on the School menu.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73521
Submitted Via: Web
Date Sent: 2024-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I hope this message finds you well. I am writing to urgently bring to your attention a significant issue I have been facing with my student loans serviced by Mohela. I initially filed for the XXXX XXXX plan and was subsequently transitioned to the XXXX plan. Following my first payment in XX/XX/XXXX, I encountered an unexpected problem. XXXX of my XXXX loans were randomly switched to the " XXXX '' plan without my authorization or clear communication from MOHELA. The lack of notice became apparent when my XXXX bill suddenly reflected a monthly payment XXXX times greater than the payment in XXXX. Despite multiple attempts to resolve the issue by contacting MOHELA, the situation persists. During each call, I am transferred " up the ladder '' to various supervisors, enduring hold times often exceeding XXXX hour. None of the MOHELA representatives I spoke with could explain how or why the error occurred in transitioning XXXX of my loans to the " LEVEL '' plan, and the matter was not corrected during the call. In XXXX, the proposed solution was to place my loans into a processing forbearance until XX/XX/XXXX, with the assurance that this would allow ample time for investigation and correction. However, the processing forbearance has just expired, and unfortunately, nothing has been corrected. Additionally, every attempt to speak with someone who has the authority to correct the issue has been thwarted. Despite being told I am being transferred to a supervisor during each phone correspondence, I end up on hold with the automated system disconnecting my call while waiting to speak to a supervisor. Regrettably, I have neither received a callback nor been provided with a direct means to contact a supervisor. Consequently, I must call back, reiterate my situation, be transferred multiple times, only to face disconnection again, resulting in hours wasted. Thank you for your time and assistance. I sincerely hope for a prompt resolution and look forward to hearing from you soon.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90042
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: Trouble with how payments are being handled
Consumer Complaint: My loans were previously with XXXX and were transferred to Mohela when XXXX stopped servicing student loan accounts. Everything was ok until I recently incurred about missing pay statements for XX/XX/XXXX ( XX/XX/XXXX is also missing ). I was emailed that those payments had not be loaded but I would not receive credit toward PSLF because I was in XXXX XXXX bankruptcy. I inquired about this in XXXX by filing a complaint through this platform and was advised certain language had to be included. My attorney then filed a motion to add that language to the bankruptcy. I was allowed to participate In PSLF after paying almost {$700.00} to add that language. Now Mohela is saying I can not participate in the PSLF program because I'm in bankruptcy. I am only 4 payments away from forgiveness. This is not ethical.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31705
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 am re-paying federal student loans using the PSLF program. This program requires income recertification yearly. This recertification was put on pause during the pandemic along with the monthly payment, which had been in forbearance. Beginning XX/XX/XXXX, the payment pause ended and the stipulation that income recertification would restart XX/XX/XXXX unless your assigned recertification date fell prior to XX/XX/XXXX. People with recertification dates prior to XX/XX/XXXX would have their date extended by 1 year. For example, my recertification date was XX/XX/XXXX. This date is prior to XX/XX/XXXX and therefore per the FSA website the date should be extended to XX/XX/XXXX. The loan company MOHELA was contacted on XX/XX/XXXX and agreed the date should be extended to XXXX. The MOHELA representative stated this would be corrected in 2-3 days. It was not. MOHELA was recontacted on XX/XX/XXXX, they again agreed the date should be extended to XXXX but reported this takes XXXX business days. The date was not changed. MOHELA was again contacted on XX/XX/XXXX at which time the MOHELA representative reported MOHELA was unable to change dates and reported the Federal Student Aid office would have to change the date. All phone numbers provided to this office reach an automated message that disconnects at the end of the message. Live chatting was attempted with a representative from this office ( Federal Student Aid office ) on XX/XX/XXXX however they reported I should contact MOHELA and provided no further assistance. To this point it seems the program is violating its own terms with no accountable party. XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46220
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A