Date Received: 2024-01-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been trying to get a correct payment amount for my student loans on the SAVE plan. I have submitted 4 Income Driven Repayment ( IDR ) plan requests to MOHELA, none of which have been processed/calculated correctly. I login to see the payment amount is {$77.00} a month when every estimate I've received from StudentAid.gov and from MOHELA themselves estimates my payment to be {$0.00} a month based on my income and filing status of MARRIED FILING SEPARATELY. I call to ask why this continues to be an issue and the front-line customer service representatives have no clue and just submit a new IDR application for me which continues to be incorrectly processed/calculated. Below are the dates of IDR applications I've submitted, and their outcomes according to MOHELAs website, all of which have not been calculated correctly. XXXX Approved XX/XX/2023 ( INCORECCT AMOUNT ) XXXX- XX/XX/2023 XXXX XXXX Canceled XX/XX/2023 ( NO REASON PROVIDED ) XXXX Canceled XX/XX/2023 ( NO REASON PROVIDED ) XXXX Processing XX/XX/2023 ( It has been 2 months with no progress on this request ) I have submitted these applications a variety of ways. I have submitted them via XXXX, via self-service portal on MOHELAs website, and over the phone with a customer service rep. None of these methods produced different results which leads me to believe that the teams that process these applications are doing them incorrectly. My issue is threefold - 1 ) I need a payment I can afford and I can not spend the HOURS it takes to wait on the phone for MOHELA because assumingly thousands of others are experiencing similar issues 2 ) When I do get someone on the phone they are untrained, unaware, and unhelpful. Most are totally unaware of the different provisions of the program I am applying to ( SAVE program allows for married couples filing separately to NOT include their spouse 's income, which most reps were surprised by or flat out told me I was wrong ) 3 ) StudentAid.gov and MOHELAS OWN CALCUALTOR ON THEIR WEBSITE say I should be paying a MUCH smaller amount than I am, yet every time it is processed the amount is VASTLY incorrect. Are the estimates provided by XXXX ( operated by DEPT of ED who own my debt ) and MOHELAs incorrect? That is a major issue if so. If they are correct, what calculations are being done behind the scenes to lead to such discrepancies?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40214
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: After a thorough examination of my credit report, I've identified discrepancies, including unfamiliar items, Student loans, addresses, and other details that do not match my records. Taking immediate action, I am filing a complaint with the Federal Trade Commission ( FTC ) to report suspected fraud and identity theft, as these accounts were not authorized or opened by me My information was sold and bought illegally because I was a victim of the XXXX data breach. I want these items Deleted from my credit reports effective immediately. I am attaching proof that XXXX has admitted that I was in fact a victim of this data breach and XXXX has done nothing.Please help me delete these illegal accounts from my credit reports. Mohela Department of EDU XXXX on my credit report fraud and identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10035
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: Received bad information about your loan
Consumer Complaint: I have not had a resolution to my complaint about my account from Mohela about my account balance or refund! I have called several times and send several emails. I received a response today on my Mohela account and here stating that my issue was resolved and here that my claim has been closed. Not resolved and no timeframe was given as to when I will receive a real answer. Anytime you call the customer service number you are given several different answers. I would like a real answer! How long can you possible need to get an answer? I have been on this since XX/XX/2023!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
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: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: Ive tried contacting MOHELA on several occasions to discuss forbearance/defferment. Ive waited on hold for hours and also sent messages through their secure message system. My account is now past due and XXXX afraid this will start to hurt my credit as well as create a bigger financial burden down the line. I initially contacted MOHELA in XXXX and to date have not heard anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06118
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: Received bad information about your loan
Consumer Complaint: I received a letter that they were forgiving part of my student loan because it was over XXXX XXXX XXXX. I called them to verify this was true and they said that it will be removed from my credit report in 90 days I pull up my credit report and find it says I owe more that I initially owed. So I go on there website pull up my account and there are all of these charges that I have never seen before. Please please please. I am thinking I owe XXXX and they have XXXX something. XXXX. I literally can't breath. How can they make crazy mistakes like this I have read hundreds of comments from people having issues with this loan servicer. As for dates and all of that I have the letter I have the screen shots from my credit report and from their website. Where do I send it?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73112
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 requested a refund for student loan payments made during the forbearance period. It was supposed to take 90 days to receive the refund, but I have yet to receive it. I called in to inquire about it, but all they could say was that I had to wait another 60 days, no reason why. The money is being held with no interest accruing which means I am in danger of receiving less than its expected value. The servicer never reached out about the delay nor did they process it at expedited recourse to resolve the issue when made aware of it. The timeframe of when I should have received my refund has long past expired.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90005
Submitted Via: Web
Date Sent: 2024-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I reached 120 qualifying payments in XX/XX/2023 for Public Service Loan Forgiveness. However, I was forced into forbearance that month because Mohela calculated my SAVE payment amount incorrectly. Mohela has accepted my qualifying employment through XX/XX/2023. XX/XX/2023 is still showing up as " ineligible '' for PSLF in Mohela 's system because " Deferment or forbearance exists this period. '' Mohela has stated, and continues to state, that my payment will count. I've spoken to a representative at Mohela and they are unable to even give me any idea of when that payment will count. I have fulfilled my obligations for Public Service Loan Forgiveness and therefore should not be forced to wait an indefinite amount of time before someone fixes the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: MOHELA is mishandling the PSLF program and it is now hindering my loan forgiveness timeline. I am enrolled in the PSLF program. I should be at 120 eligible payments as of this month ( XX/XX/XXXX ). Inexplicably, XXXX is showing up as ineligible toward PSLF due to forbearance, despite the fact that 1. I did not request forbearance and 2. the information provided by MOHELA states that the months of XXXX, XXXX, and XXXX of XXXX will count toward payments counts under the PSLF program. As it stands right now, I will need to submit at least one more payment ( XXXX ), if not more, as well as another Employment Certification Form after I make the XXXX payment, despite the fact that I already completed one after my XXXX payment since that is when my loans should have been eligible for forgiveness. I am also due a refund for my XXXX payment since the account was put into forbearance after I had made that payment. Any time I call customer service the rep is friendly but unable to provide any relevant information such as why this is happening or when it will be taken care of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80023
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: As a full-class member of the XXXX XXXX XXXXXXXX settlement agreement, my discharge and refunds were to be fully completed by XX/XX/XXXX, as part of the court order. My discharge did not happen and I have not received the refunds. According to both Mohela and DOE, Mohela was provided the necessary information from DOE to fully discharge my loans as of XX/XX/XXXX. It is now three months later and Mohela has still not followed through on their responsibilities. Further, in my previous complaint to CFPB, Mohela had advised they had received the information to discharge the loan and were " looking forward to discharging the loan in the next few weeks '' ( that was in XX/XX/XXXX ). Mohela has been dishonest to me and to CFPB. I am desperate to have this resolved and have my loans discharged, as I am legally entitled to under the XXXX XXXX XXXXXXXX settlement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 520XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan is currently being serviced by Mohela, and I am utilizing PSLF. I began repayment post COVID, with my first payment in XX/XX/XXXX, and my second in XXXX of XXXX. However, my XXXX payment did not get billed and I was notified in XXXX ( after I had made my payment ) that I was placed in administrative forbearance. I had several phone calls with Mohela to clarify this, and shared my intention was to complete by 120 payments in XX/XX/XXXX, so I did not want to do anything to jeopardize this. I was willing to make a XX/XX/XXXX payment, if they would just tell me the amount and enable a way for me to do this. This was declined and I was told that my XXXX payments also should not have been made, and that these could either be returned to me, or applied to a future payment. I requested they be applied to a future payment. However, in XXXX I was once again billed, and these were not applied to the XXXX payment, so I went ahead and made my XXXX payment. I called Mohela again and they told me that my request to apply to future payments was not processed and they would instead process a refund. The online system shows my payment count short of 120, with the XX/XX/XXXX payment showing as ineligible as I was in administrative forbearance - the forbearance I did not request to be put in, and the one that multiple representatives assured me would count towards my payment count, even though I was prevented from making an actual payment. I have already spent hours on the phone with Mohela trying to resolve these issues. I have just received a XXXX bill. I do not have my refund back for XXXX and XXXX yet. I feel like my only option is to go ahead and pay XXXX as well, because it does not seem that XXXX is going to be updated anytime soon, and I desperately want to get to the 120 payments and be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A