Date Received: 2023-12-15
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My ex wife and I have a consolidated spousal loan from XXXX. We applied for forgiveness in XXXX after meeting the 156 monthly payment threshold. We met all the original criteria and did not need the waiver to qualify. We applied and in XXXX of XXXX my portion of the loan was forgiven. However, another XXXX of my ex wife 's portion remains. The information provided by our prior servicer XXXX was lost in the transfer to Mohela so in XXXX of XXXX we submitted the entire package again to verify my ex-wife 's XXXX since XXXX. Not long after that her employment dates were finally qualified per Mohela the roller coaster ride started. Mohela then told us contradictory information about where our loan was in review. Twice we were told they were complete with the review and her time and our 156 payments met the criteria to forgive the remaining balance. They said they had sent our file to Federal Student Aid for final review. When I inquired with FSA this summer they told me Mohela still had our file. In XXXX we received a response regarding a complaint we filed with XXXX XXXX 's office that Mohela didn't understand why we were applying for PSLF when our loan had been paid off in XXXX. I had to correct them and say no-our loan was consolidated that year. Most recently in a subsequent complaint to XXXX 's XXXX 's office Mohela claimed in their written response which was 95 % form letter and 5 % information unrelated to our needs that they hadn't sent the file to FSA for final review and that they were still reviewing it. I hope it's understandable why we are filing a complaint again about this arcane and inept process for public servants. Now I'm trying to get a mortgage and this XXXX balance is impacting my rate for the loan even though the remaining balance is for my ex-wife. There seems to be no consequences for this poor service by a government contractor let alone their feeble ability to manage our student loan file. I have no hope at at this point after 15 of years of fighting five different servicers over this program. Can you help us?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I received a letter from Mohela on XX/XX/2023 that my student loans have been forgiven. I kept watching the XXXX credit bureaus to see if the balance would drop to XXXX. I placed a dispute with all XXXX credit unions in XX/XX/2023. They came back with no change, full balance. I called XXXX on XX/XX/2023. They said it should be cleared off by XXXX. It still shows up on all XXXX reports as of today XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 384XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX and my enrollment status reflects this on the XXXX XXXX XXXX website. On Mohela 's website it says that I am in repayment ( now forbearance since XX/XX/XXXX ). I have contacted Mohela multiple times ( documentation attached ) to update my status to " in XXXX XXXX ''. When I email, I receive an automated message saying that they will respond to my message in XXXX days. I never get a response. I have called 5 times now and when I talk to someone, they tell me that they have put in a request for my account to be updated. They see that XXXX XXXX XXXX XXXX and that I have submitted the correct documentation. The reps are just as puzzled as I am as to why my account is still in repayment, but they are not allowed to make this change they have said. My enrollment documentation from my school was submitted on XX/XX/XXXX, but now when I check in Mohela 's website on the " documents I have submitted '' section, it is nowhere to be found, when it was there before. I have been calling and messaging since XX/XX/XXXX. My account still reflects that I am in repayment and I keep receiving bills in the mail. When I spoke to the last person on XX/XX/XXXX she said that whoever put in the request to change my status the first time in XXXX " did it wrong ''. I asked to speak to a supervisor, she let me know that I was not allowed to. The customer service reps are able to offer me forbearance and put me on forbearance, but they are unable to change my status from " repayment '' to " in school deferment '' when this is my status on the XXXX XXXX XXXX website. Their hands are tied. Makes no sense. The rep I talked to on XX/XX/XXXX said that my request submitted in XXXX was not even viewed yet by whoever needs to make this change. I need this to be updated. I need someone to actually fix this and not keep passing it on to another group who isn't doing what needs to be done. I initially filed a complaint against Mohela on XX/XX/XXXX but my case was closed. I am going to continue filing complaints against Mohela to CFPB, my XXXX XXXX and XXXX until this is taken care of. I have attached screen shots of their automated messages and lack of response. Please, can someone get this issue resolved?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78610
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Cant get ahold of anybody I have made 3 payments and they have reversed them for some reason stating they cant find my account number one of my XXXX dollar payments went thru so I know they know my account number but yet they still say Im past due on my payments. MOHELA is the worst serving company ever I have tried calling, messaging nothing no answer cant get thru to a real person.. even emailed them sent back undeliverable
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75092
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
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 discovered through our mortgage loan back ground check that I had a late payment in XXXX of XXXX that says I was 90 days late on payment. The status of my school loans has always been current and doesn't make any sense why in XXXX of XXXX I was 90 days late when the XXXX month shows current and XXXX as well. My score in XXXX of XXXX was XXXX and the mortgage lender is suggesting that the XXXX late payment was added recently. But I have never missed a payment. I contacted XXXX who has the loans and they said to contact Fed Loan Servicing which had my loans before. I never moved to XXXX that was done automatically by the gov.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I'm still having issues with my Loan Service Provider. I submitted an inquiry to Mohela XXXX and still haven't gotten a response. At this time, I also submitted a PSLF recertification form that I had questions about, but that form still has not been processed. 52 days is an unreasonable amount of time to process a PSLF recertification form ; it has been 52 days. That inquiry was followed up by a complaint submitted to Federal Student Aid on XX/XX/2023 ( see attached ). I was unable to follow up on that case today so I called Federal Student Aid who advised that my case was " escalated '' to MOHELA to respond to me. I haven't received a response. Concerningly, I thought payments have resumed. I was charged and assessed interest at hundreds of dollars, that is now gone with no explanation or information. It's unclear how or why I was assessed that amount or why it was removed. It is unclear if my account has been updated or not. I received this notice on my MOHELA Portal, " We are in the process of updating your account. For some or all of your loans, you will not be due for payment until after XX/XX/2023, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/2023. The months from XXXX through XX/XX/2023 will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. " This notice is not dated. I received this notice today XXXX. The notice advises that it could take up to 30 days for the updates to be completed and that my account needs to be updated and MOHELA is " in the process '' of doing just that. However, XX/XX/2023 ( date MOHELA says is anticipated end date ) is now within 30 days. My account has not been updated. I am still waiting for a response to my XXXX message to MOHELA. According to MOHELA the expected response time to messages is 3 days. I still have not received a direct response to my message. I do not even know if my message has been read. Federal Student Aid is telling me to call MOHELA. I've spent days on hold trying to get a hold of somebody at MOHELA and when I have reached somebody many questions are still left unanswered. As time goes on, more concerns and questions arise that are unable to be addressed. MOHELA still hasn't responded to my XX/XX/2023 message. Federal Student Aid leaves my complaint submitted XX/XX/2023 " escalated with MOHELA '' and does not agree to escalate my complaint submitted XXXX to an ombudsman and tells me to go to MOHELA. I go to the MOHELA website for PSLF. When I go there it tells me to call Federal Student Aid for " more information. I have received no communication from Federal Student Aid as to the status of 0 % deferment through XX/XX/2023 and this messaging from MOHELA DIRECTLY contradicts messaging from President Biden advising payment interest will resume in XXXX. This did appear to have happened, but doesn't anymore. I am confused. I am going in circles and am frustrated and losing faith in the system. I need probably at least 30 days to get my personal finances in order and it does not appear my student loan account has even been updated yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 548XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
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 discovered through our mortgage loan back ground check that I had a late payment in XXXX of XXXX that says I was 90 days late on payment. The status of my school loans has always been current and doesn't make any sense why in XXXX of XXXX I was 90 days late when the XXXX month shows current and XXXX as well. My score in XXXX of XXXX was XXXX and the mortgage lender is suggesting that the XXXX late payment was added recently. But I have never missed a payment. I contacted Mohela who has the loans and they said to contact XXXX XXXX XXXX which had my loans before. I never moved to Mohela that was done automatically by the gov.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I did not receive a billing statement for the month of XXXX, though Mohela did withdraw my loan payment on XX/XX/. In early XXXX, I read that Mohela was required to provide me with my billing statement 21 days prior to my due date, and that there were millions of other impacted borrowers. The Department of Education has directed Mohela to place all affected borrowers into administrative forbearance until the problem is fixed, and my account was not placed into administrative forbearance. I called Mohela on XX/XX/23, and after 40 minutes of being on hold, I spoke to a representative named XXXX at XXXX ( XXXX XXXX ). XXXX informed me that Mohela " was all caught up '' and wouldn't be placing anyone into an administrative forbearance for a bill being " a few days late ''. I told her that I didn't receive a bill in my Mohela portal, and she informed me that the bill had been mailed. I said that I had elected all communication to be done electronically, and that everything these past few months had been provided via the Mohela portal, including my auto debit updates and my IDR confirmations. I asked her to place a copy of my XXXX bill into my portal, and she said that she couldn't because it had been mailed to me. I said that I did not receive anything in the mail, and that I wanted a copy of my XXXX billing statement put into my portal, and she refused. I also informed her that my XXXX bill had just barely been posted that same day, XXXX, telling me that my amount was due on XXXX, and that it didn't meet the 21 day requirement, to which she said, " We aren't going to [ place you on administrative forbearance ] because your bill was a few days late. '' I told her that the Department of Education has directed Mohela to put affected borrowers into Administrative Forbearance. As I did not get an XXXX bill, and my XXXX bill was given to me only 4 days prior to my due date, I am an affected borrower and should be put into Administrative Forbearance. XXXX responded with, " No, we aren't going to do that. I haven't been told to do that. '' I let XXXX know that I would be submitting a complaint to the Department of Education, which was submitted on XX/XX/23. As can be seen in the included documentation, my XXXX billing statement has a fraudulent billing date of XX/XX/23. The billing statement was provided to me on XX/XX/23, NOT on XX/XX/23. My XXXX billing statement has a fraudulent billing date of XX/XX/23, but it was not provided to me until XX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85635
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX of XXXX. I sent a message request via the MOHELA app requesting refunds for payments made during the pandemic XX/XX/XXXX to XX/XX/XXXX under the CARES Act. The following payments were made to XXXX during the pandemic. XX/XX/XXXX - {$320.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$4400.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$2400.00} from XXXX Checking ending in XXXX XX/XX/XXXX - {$15000.00} from XXXX Savings ending in XXXX XX/XX/XXXX - {$14000.00} from XXXX Savings ending in XXXX XX/XX/XXXX - {$12000.00} from XXXX Savings ending in XXXX Total amount comes to {$49000.00}. These amounts were taking from my bank statements which I have copies of. I got a response via message on XX/XX/XXXX verifying my request, confirming that it was in process. My principal balance and interest increased within 2 weeks of the request. I called MOHELA on XX/XX/XXXX and was on hold for 1 hour and 49 mins until my call was dropped. I then message MOHELA via the app asking for an update. I never received any update via message. During the month prior to payments restarted I accumulated interest on my increased balance that I had not been paid. I enrolled in the SAVE plan but the interest that accrued prior to XXXX will be added to my balance. I called again on XX/XX/XXXX, a month later and was told it takes up to 3 months for Treasury to send out payments AND that they will receive a notification from the treasury when they send out the payments. That I could call them to check if that notification had been sent. So far as of today, on XX/XX/XXXX, well over past the 3 months they still have no answer. Despite adding this money back to my principal. On XX/XX/XXXX, I received a message from MOHELA via the app that I was noted to have called and therefore they assume my matter was handled. It was not. I called over a month after I sent the message that they never replied to, I did that because I couldn't get a hold of anyone on the phone. The gave me a non-reply over 40 days later. I called today ( XX/XX/XXXX ) and got the same misinformation and that it was not their problem. I requested the refund from MOHELA as I was required to do. It is their problem. I don't expect them to send me the checks, but it is their responsibility to make sure my request is being handled in a timely manner. There has been no verification if my request received by the treasury has any issues or not. I believe I have called MOHELA more than enough and I never get quite the same answer from them. I am owed {$49000.00} from MOHELA via the treasury. Please help me figure out how to complete this refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78602
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA, my loan servicer, has incorrectly placed me on the " SAVE-alternative '' plan, because according to them, I have failed to recertify my loans. However, I did not need to recertify because of the payment pause during the COVID-19 pandemic. I should have been placed on the " SAVE '' repayment plan. I have spoken with them on the phone and they acknowledged the issue back in XXXX XXXX and state that they would correctly change my repayment plan back to SAVE. It is now XX/XX/XXXX, and upon calling them, they deny any issues on their part, and deny their admission of error or any conversation over the phone we had back in XX/XX/XXXX, and continue to tell me that I must recertify my loans and apply for a new repayment plan when I clearly do not need to. They are unwilling to put my loans on administrative forbearance at this time. They need to change my repayment plan back to the " SAVE '' plan without me having to recertify or apply for a new repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A