Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: In XXXX, XXXX,XX/XX/XXXX, and XXXX, XXXX, XXXX and XX/XX/XXXX, I had late payments on my student loans when I was unemployed, still in school or barely making any money. As of XX/XX/XXXX I have paid all of my loans in full. I called MOHELA on XX/XX/XXXX and they said I need to file a complaint/dispute with them so they can investigate further into the exact reason I didn't pay on the intended date and then they can perhaps proceed to remove my bad credit on my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The student loan Account from MOHELA Balance is reporting inaccurately and needs to be updated as paid with a XXXX balance. Under the Fair Credit Reporting Act, as outlined in 15 USC 1681, it's explicitly mandated that consumer reporting agencies like XXXX, XXXX, and XXXX must handle their responsibilities with fairness, impartiality, and a profound respect for consumer privacy. As a consumer, I have an inherent right to safeguard my private information, backed by 15 USC 6801, which underscores the obligation of financial institutions to uphold customer privacy and protect their nonpublic personal information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 784XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently on the extended graduated repayment plan with Mohela. I was placed on this plan during Covid forbearance. Once payments were scheduled to begin, I requested the switch to the standard repayment option so that my payments would qualify for PSLF. I made the request online in my account in XX/XX/2023, followed up by multiple phone calls and emails. My account was placed in administrative forbearance in XX/XX/2023 with payments scheduled to resume in XX/XX/2023. The repayment change has still not been made despite multiple calls to Mohela and assurances that the repayment change will take place within 48 hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In a follow up to my previous complaints, today I noticed my mohela account finally showed I was placed on the SAVE repayment plan. However, the payment amount, XXXX, is the payment for the LEVEL repayment plan. My most recent IDR application on XX/XX/2023 stated my SAVE repayment amount is about {$180.00} dollars. I called customer support and the first agent was unable to answer why the discrepancy. 1 ). Why is my account showing the level repayment ammount while I'm in SAVE? 2 ). How is is possible that the SAVE repayment ammojnt is only {$13.00} less than the LEVEL amount? No one can answer the questions. This is umnaceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Before Covid stopped student loan payments my loan was XXXX and now it is XXXX. My loan amount is wrong. XXXX before CoVID and now loans were doubled since Mohela has taken over. This is not correct. XXXX also had a breach of student loan customers and their private information. i had fraud on my information. Im would like to see the loan corrected
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA changed my payment amount to the wrong amount, after a previous ( successful ) resolution to a CFPB complaint about the amount being incorrect. My payment should be {$58.00}. My account was updated to this amount and it's been correct until today ( XX/XX/XXXX ). Last week ( XXXX ) I received a letter from MOHELA stating that my payment will be {$58.00} until XX/XX/XXXX. This letter was sent in response to the original complaint filed with CFPB. Today I logged on to my account and the payment has been increased to {$150.00}. There was no explanation or notice given, and my payments are set to resume in a few weeks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97008
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a payment on XX/XX/23 of {$7900.00} that was supposed to satisfy my outstanding interest but it was never properly applied. When I discovered the error I was told I could request a reimbursement and have the payment re-applied correctly which I did and it was still applied incorrectly. I requested a 2nd reimbursement and again the same issue occurred. My next payment of {$5000.00} on XX/XX/23 was also not properly allocated. This has been the pattern for all my payments since the first payment. I make extra payments towards my loans with the goal of paying them off but it has been a struggle dealing with my student loan servicer MOHELA. They have made errors in allocating my payments when I have sent instructions. For example, they have erroneously put money towards the principal instead of the interest and vice versa or applied money towards loans I didn't specify when I have been trying to target specific loans. Their payoff calculator was also not working for an extended period of time, forcing me to call in order to payoff a loan. I was unable to get in touch with a representative and had to wait over the weekend as interest accrued before waiting excessively long on the phone in order to pay it off. This is poor customer service and affecting my ability to properly plan my debt repayment. They have also provided inaccurate due dates on their site and given me inaccurate information over the phone. For at least 3 months I have been trying to resolve the same issue with my student loan servicer MOHELA. I have sent messages and called at least 10 times and I am spending on average 1-2 hours per call. Even as I'm writing this letter I was speaking with a representative that put me on hold for at least 30 minutes and then transferred me to a supervisor I was never able to speak to as my call was dropped after waiting for an hour. On XX/XX/XXXX I provided MOHELA with a detailed table showcasing how my payments should have been applied and they have yet to accurately apply my payments. I am making additional payments in order to pay off my loans and these constant errors have prevented me from making additional payments for fear of misallocation. I am also concerned that my credit report will be negatively impacted as my balances are in constant flux. I believe MOHELA has had enough time to fix this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I had my loans switched over from Fedloan to Mohela since the payments were reinstated I signed up right away for autopay. The autopay says it was confirmed on their site however the payment for XXXX said it was processed then a week later got an email that it failed. So I tried to manually pay it and it said it was processing then again a week later I get another email the payment failed. Completely ridiculous now I have to waste my time on hold for hours to fix something that is clearly their issue because I have seen multiple people complaining of the same issue. Never had one problem with Fedloan when they had my loan why would they switch it to a company that can not handle this volume of people and process simple payments. Then they think they are going to charge fees and interest on top of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07726
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have signed up for auto debit. My auto debit was approved ( see attachment ). On XX/XX/21 I received notification that my payment was late because my auto debit was never processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans have recently been transferred to a new service provider, MOHELA. Upon restarting payments in XXXX. I have been diligent in making sure my automatic payments where established before repayment began. I also made an extra payment in XXXX to cover the interest that accrued for that month. When I logged into my account 2 weeks later, I noticed there was a balance of an additional {$50.00}. So, I paid the {$50.00} dollars at that time. From there, I fully expected for my automatic payments to take over and for my account up-to-date. I checked my account today and not only has MOHELA skipped a payment for the month of XXXX. They are incorrectly calculating the interest payment and applying my payment to the interest only. Nothing has been applied to my principle. I called MOHELA today, XX/XX/2023. After navigating through a series of convoluted auto responses for 20 minutes. I was able to request to talk to a representative to which I was placed on a 1hour and 30 minute hold. When I was finally able to take to a person. I detailed my issue and the rep and I both calculated what the interest should be. We both came to the same number. She then escalated it to another department who denied wrong doing. I would like for this company to be investigated and audited for negligent and erroneous loan mismanagement. As I type to compliant, I am currently still on hold waiting to talk to a supervisor. I have hold for an additional 2 hours and 30 minutes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A