Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is coming up with a loan amount over double what their calculator states it should be. I have requested multiple times what they are using to determine this number and they aren't responding with this information. They are giving a lot of nothing in their response letters. I would like this to be escalated to the ombudsman. This has been months. I have also asked them to call me to discuss, but they just want me to call and spend hours on the phone on hold, or get disconnected when it should be transferred to a rep and then have to call all over again. Also there is nowhere on their website that has the numbers they are using to determine this inflated amount of monthly payment, this isn't transparent and fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: After complaint XXXX where Mohela charged my account twice and refused to refund me UNTIL CFBP intervened, the loan services has been withdrawing from my bank account insufficient funds to meet the monthly minimum required under the XXXX Plan. In XXXX they withdrew {$1.00} less than what was needed which created threats to put my account on default, which can have lasting and extremely damaging consequences to my finances. In doing so it also nulls the benefit of the XXXX plan of waiving interest since the minimum is not being met. I performed an additional payment to meet that amount. However, During the XXXX auto-debit they charge {$0.00} less than what was required, creating the same problem. In both cases I have called and they start by telling me that I MUST pay my amount due immediately. They also provide no valid reason for this continuing issue. At this point I have spent XXXX hours, more than a days ' worth of hours on hold trying to solve these issues. Mohela has shown incapable to manage these loans or XXXX be doing this on purpose to prevent the interest waive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested Mohela to take me out of forbearance once the XXXX pause ended. Mohela did not take me off forbearance and is still processing the request ( it has been months ). I am involved in XXXX and also involved in the XXXXXXXX XXXX XXXX XXXX lawsuit. My due date for my loans is XXXX/XXXX currently and my loans are accruing interest. I do not have a payment currently due to the forbearance. I work in healthcare and am frontline. I was told that I want to be taken off forbearance because my payment will be {$0.00} until I recertify in XX/XX/XXXX ( because I was in school in XXXX and did not have an income ). They said I would not gain interest between now and XX/XX/XXXX if taken off forbearance. I am concerned because Mohela is still processing my forbearance and I am actively gaining interest. I have saved a XXXX XXXX of me repeatedly asking to be taken off forbearance. I am concerned this will impact my XXXX status and hinder my progress. I am concerned that I am accruing interest on my loans when I should not be.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Although I am on the SAVE Plan with a {$0.00} payment, I am still being incorrectly charged interest on my student loan. I have called numerous times and spent hours on the phone to get this corrected and each time I am given various excuses on why it has not been corrected and a new timeline on when it will happen. I am one of the numerous people that never received my bill for XXXX which started the issues. I was assured the interest would be removed from my account, I would receive a copy of my billing statement, and I would receive credit for the month but none of those items has occurred. I still have not received a copy of a billing statement or any documentation after multiple requests to prove that I am receiving credit towards PSLF or income driven payments with my {$0.00} SAVE plan payments so I have no faith that they are correctly tracking those items. MOHELA is not following the stipulations of the SAVE plan as evidenced by my ballooning loan balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am applying for the Public Service Loan Forgiveness ( PSLF ) program for my XXXXXXXX loans ( at Mohela ) and submitted my final PSLF Employment Certification Form ( ECF ) on XX/XX/XXXX, which covered my employment ( at my current employer ) from XX/XX/XXXX to XX/XX/XXXX. The form was finally processed by Mohela on XX/XX/XXXX, however the monthly counts by Mohela were only updated to XXXX ( it should have been 120 months, which is the amount required for loan forgiveness ). The month that was not counted ( listed as " Employment not certified '' ) was XXXX of XXXX, which should have been certified by the last ECF form submitted. I called Mohela on XX/XX/XXXX about the error and was told that in order for 10/2022 to count they would need an additional employer verification with resubmittal of a new ECF form. I was told the new form would take at least 60 days ( even though I just waited 60+ days for my last ECF ). Despite me asking to speak directly with a supervisor, I was never allowed to do so. As a result of this error, I will now need to continue paying loan payments despite the fact that I have reached XXXX payments and therefore my loans should be in the process of being forgiven.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am asking for someone to look at the paperwork Ive submitted several times to the FSA. Mohela did not keep track of my loans. I am unable to apply for loan forgiveness as only 3 payments since XXXX were accounted for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62221
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX my father and I sent in a check in the mail for {$10000.00} to my MOHELA student loan as we are ready to pay it off in full. The check had my account info and a letter enclosed of what the check was for. The check was cashed on XX/XX/16. After calling MOHELA customer service XXXX times, being left on hold for XXXX hours daily, and submitting proof of the check being cashed customer service has not helped one bit in telling me why my money has not only not been applied to my account but it is lost in their system. MOHELA cashed my check and refuses to document that anywhere. Upon hours with unhelpful XXXX, we learned that MOHELA is marketing their new platform on their current platform and we apparently sent the check to their new XXXX XXXX XXXX though it was listed on their website to send checks to. MOHELA said they would submit a claim which could take XXXX business days but I am not sure this will go anywhere. There is no reason why MOHELA cant note to submit my payment to the correct XXXX XXXX XXXX few towns over or refund my payment. I am left paying more interest on this loan and XXXX negligence is causing mental and financial stress on my family as this loan should have been paid off by now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: See case XXXX Today it will be 4 months of complaints against Mohela My loan payments should be {$50.00} a month They continue to be unresponsive or truthful with your agency or me Recently they claimed I was in school ( not true ) I am attaching the current bill in excess of {$600.00} a month
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 949XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: First, I have two extra loans that I have never gotten an answer for, as I never applied for them. I only was supposed to have 2 loans, and now I have 4 with all different interest rates. Second, I applied for the SAVE program to lower my monthly payments for student loans in XXXX. Originally, the amount was close to {$400.00} a month for a loan that was not very big. The SAVE option was supposed to lower that amount so that I could feasibly afford it each month. Ive gotten several messages about delays in processing my application, even after providing tax and employer information. The application is processing but my monthly payment is still {$380.00} by XXXX XXXX, 2023. I was informed of this amount on XX/XX/2023. I called Mohela to discuss this monthly amount, which I am UNABLE to afford. I was on hold for 2 1/2 hours before the line cut out. I called again after work and was on hold until I had to go to sleep 2 hours later. I have gotten no response from them about this. I am not able to pay the full amount for this loan, and should not be expected to until they have processed my application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a mail from the US Department of Education stating that me loan has been discharged as shown in the attachment, if Mohela have alternative information that contradicts this please provide it. Otherwise please update the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A