Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Before the XXXX pause on student loan repayments in early XXXX, I was paying approx. $ XXXX on my loan consolidation to the US Dept of Education . Sometime during the pause, my loans were transferred to MOHELA for servicing. When payments were due to start back up in XX/XX/XXXX, I received a message from MOHELA that my monthly payments were $ XXXX. I sent a complaint to MOHELA almost immediately inquiring as to why my payments more than doubled after the pause when everything being reported via news outlets was that monthly payment amounts should not change when repayment starts back up due to no interest accumulating during the pause. ( I have detailed the entire timeline below. ) I was panicked trying to get an answer before I had to make my first payment, so I contacted the Ohio Attorney General for assistance after reading an article about several Attorneys General filing a request for administrative forbearance on repayments because so many people were dealing with similar issues to what I was seeing. The Office of the Ohio Attorney General referred me to this avenue for assistance. In a further attempt to get answers before my payment was due, I also then reached out to the US Dept of Education directly via their website begging them to assist me with getting my monthly payment amount corrected. Dept of Education closed my complaint almost instantly directing me to contact the servicer even after I stated I was getting no response from them. I then resigned myself to not make a payment until this was fixed, and luckily my loans were somehow sent to administrative forbearance with no explanation as to why. The loans are in forbearance until next month, XX/XX/XXXX. Last night, XXXX XXXX, I get a secured message from MOHELA, and I opened it with excitement that they have corrected my payment amount. Instead, they claim that " upon further review '' I do not owe $ XXXX ; they say I actually owe $ XXXX. I am in absolute awe as to what is happening here, and I am getting NO answers. I sent a rather rude email response to MOHELA because I was extremely upset. This truly feels like a joke. Now, I do have a daughter at Ohio State, and I have take out a few parent loans for her education. However, that should not be affecting my payments yet as those loans are in deferment through at least the end of XXXX ( XXXX ). I plan on calling MOHELA at some point today, but I am not willing to sit by and wait any longer for them to " fix '' this issue when their " fix '' is to double the payment amount that I was already contesting as incorrect. Please help me. It feels like they are purposely manipulating my payment amounts so that I will be forced to pay off the full amount and not be able to take advantage of XXXX. ( I work as a civilian for the XXXX, and I have XXXX years of service to them. ) Thank you. XXXX XX/XX/XXXX - complaint to MOHELA via app as requested in their general statements about how best to contact them XXXX XX/XX/XXXX - complaint to Ohio Attorney General XXXX XX/XX/XXXX - complaint to US Dept of Education XXXX XX/XX/XXXX - response from US Dept of Education XXXX XX/XX/XXXX - response from Ohio Attorney General XXXX XX/XX/XXXX - complaint to MOHELA again via app about non-response to previous complaint XXXX XX/XX/XXXX - loans sent to administrative forbearance until Jan 2024 15 XX/XX/XXXX - message received from MOHELA that they are reviewing my message sent on XX/XX/XXXX XX/XX/XXXX - received response from MOHELA to my XX/XX/XXXX follow-up
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45385
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I keep receiving repayment notices ( via email ) saying I owe them a payment. Due to the fact that my loans are from XXXX XXXX XXXX, I am a part of the Sweet vs. Cardona lawsuit, and the Presidents request in XXXX that all predatory loans from closed schools be discharged, I shouldn't have any payments due. My loans were automatically put into forbearance until XXXX, I have not heard from Mohela that this has been changed, and if it has, why?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55104
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have 15 direct loans. I requested that MOHELA place all my loans on the SAVE plan on XX/XX/2022. MOHELA did not place loans XXXX on the SAVE plan. I have called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to request that my loans be placed on the SAVE plan. Each time, they tell me that my loans are " not eligible, '' but will put in a request to be put on the SAVE plan because they are direct loans. On XX/XX/XXXX, I put in a request to be put on SAVE through FSA. MOHELA " cancelled '' that request. I am entitled to the SAVE plan. Loans will come due soon, and MOHELA is forcing me to pay more on my loans than is necessary by keeping me on the level repayment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Last week I am not sure the date I made a double payment to Mohela which was taken out of my municipal credit union account XXXX days ago I received a reminder I did not make a payment when I did. I also sent MOHELA my original Employment certification form they told me they have not received it either. Mohela customer service is horrible they make you wait for over XXXX minutes on the phone I want proof and confirmation that my account is up to date and do not want to be charged late fees on my credit report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11205
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans were transferred to Mohela after registering for XXXX XXXX XXXX XXXX. When loan payments were restarted after the extended pause resulting from federal Covid policy, I expected my payments to resume. Instead I found that my loans were put into forbearance, which I did not request. Because I am seeking XXXX XXXX XXXX XXXX, making each of my monthly payments is crucially important. I attempted to contact customer service through email and their website 's messaging function and did not receive a reply. My attempts to call have found either extremely long wait times ( XXXX hours ) or that they were not receiving calls during their stated business hours. On XX/XX/23, I received a reply to my online message that I had sent on XX/XX/23 ( XXXX weeks later ) saying I could expect a response within the next 15 days ( they claim a response time within 3 days on their website ). I still have not received a response and have no way to reach them to correct their error. Each month that passes that I am unable to make a payment will result in hundreds of extra dollars of interest accrued in the life of my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55406
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: my employer forms for PLSF were submitted XX/XX/XXXX and XX/XX/XXXX and neither have been processed. i have sent follow up messages asking why they have not processed this given they day it takes up to 30 days. i have sent follow up messages in XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98199
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela sent me a letter saying I would not be charged interest and no payments are due but they are still charging be interest and demanding payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My XXXX loans were put on the SAVE plan a few months ago, meaning my monthly payment would be {$0.00}. However, I had to consolidate my loans. I did that through studentaid.gov, applied for loan consolidation and made sure that I specified that it needed to have the SAVE plan applied to it after the consolidation was done. However, when the consolidation went through, MOHELA completely deleted the SAVE plan from my account, disregarding my previously applied SAVE plan as well as the SAVE plan that should have been applied to my loans when the consolidation finished, resulting in me now accruing interest that I would not otherwise be accruing on the SAVE plan, as well as having a $ XXXX monthly payment for a loan I already got the approval for reducing with the Income-Driven Repayment plan. I attempting to contact MOHELA about this issue but have received nothing but silence back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84721
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan went into repayment in XXXX with Mohela, and i tried to set up autopay. It says it was was successful, but them I kept getting emails that said your financial institution has returned a payment and my principal wasnt going down. I tried to do manual payments but they also failed. Finally, one of my payments posted on XX/XX/2023, but no money was taken from my savings or checking account. When i tried to call customer service on XX/XX/XXXX, I was placed on a long hold, hung up on, and not called back. My problem was not solved, and I still dont know how to pay my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43078
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I made a payment of {$500.00} the end of XX/XX/2023 to MOHELA, in XXXX my loan was placed on administrative forebearance meaning that payment was not necessary. I requested a refund almost 2 months ago and have not yet been refunded. My PSLF payment tracker has also not been updated in 3 months and does not show correct PSLF payments. I have emailed MOHELA several times about both issues and their automated response says " 2 days for a response ''. It has now been several months with no response from MOHELA, no refund, and no updated XXXX count. I would like my refund to be processed as well as an updated and correct PSLF count. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A