Date Received: 2023-12-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In took 1 quarter at XXXX XXXX. In that quarter I had a subsidized loan for {$1000.00} and an unsubsidized for {$1300.00}. In 2018 my wages were garnished to repay XXXX XXXX. I've spoke with them and they agree my debt is 100 % paid. Also in 2018 my federal tax refund was offset by XXXX Department of Education for {$2300.00}. This account is XXXX years old, over those 11 years I have also made monthly payments. I'm not 100 % certain of a total amount at this time. As my account keeps getting forwarded to new servicing agency 's. XXXX XXXX then XXXX XXXX and now Mohela. I've tried many times to resolve this issue with Mohela. I've call customer service, I've sent emails and documentation prove of my paid debts yet no one can assist me and I am still paying every month. According to Mohela I still owe {$920.00} for the subsidized and {$1200.00} for the unsubsidized. U.S. Department of Education says I have a zero balance and need to contact mohela. They will not help. I do not know where to go from here. Who would have know a {$2400.00} loan would cost so much and take 11 years to repay. At this rate it will never be paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 457XX
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 submitted ( and Mohela received ) my SAVE income-based repayment application on XX/XX/2023. The status has been " Processing '' ever since. Multiple calls over the months and they have confirmed every time that nothing else is needed from me ; they just have too many applications to review and haven't gotten to it. As a result, I was placed into an administrative forbearance. However, that has since ended, and Mohela wanted me to start paying the loan back monthly at a very significantly higher amount ( almost twice as much ), since Mohela has not had time to review ( apparently 3+ months is not enough time ). I called and asked for another administrative forbearance, however while I am off the hook for paying, the interest is capitalizing on the loan. There is literally no incentive for them to process my application if my interest is capitalizing. Why should I have to pay more over the life of the loan because they can't get their applications in order? I don't understand why they are able to capitalize the interest. I read online recently that the government disallowed Mohela specifically from charging interest when mistakes are made. Would this not be similar to a mistake, taking forever to process an income-based application? Is Mohela allowed to charge me interest based on their inability to process my application in a reasonable amount of time?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53703
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: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: MOHELA is responsible for my loans and I contacted them when the XXXX XXXX was announced. I asked specifically if I would need to do anything to have my loans recalculated since I was on the REPAYE-Alternative plan. They told me no that I would automatically be enrolled in it, no action needed. Their website says no action needed on their banner about the XXXX XXXX. It took me talking to XXXX separate people last night to be told the Alternative meant that at some point I missed recertifying for the plan. Probably pre-COVID. They could verify when even though supposedly they were supposed to have all my documentation from XXXX. Nowhere on the site does it mention needing to recertify. They could have easily sent documentation about needing to recertify instead of charging me {$190.00} instead of the {$53.00} my bill would be under XXXX. They're charging me almost quadruple what I should be charged. They say that they'll fix it going forward if my application is approved, but that's not good enough. They need to fix the prior months. I shouldn't be penalized for MOHELA 's predatory practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have several PLUS loans. I requested that all the loans be under the same type of repayment plan. In other words, a request to change some of the loans from the standard repayment plan to the extended payment plan. This request was made on XX/XX/2023, and has not been processed yet. It is now XX/XX/2023. At the same time, they put my loans in forebearance although I didnt request it. I have made the payments to all of the loans, since repayment started in XXXX. Also, I it looks like they are overcharging interest on XXXX of my loans. They are as follows : principal, {$15000.00}, interest accrued {$4300.00} ; principal {$16000.00}, interest accrued {$4600.00} ; principal {$12000.00}, interest accrued {$3500.00}. Please help me to get all my PLUS loans under the same repayment plan, Extended Repayment Plan. Also, please help me to get Mohela to correct the interest accrued on the loans identified. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2023-12-06
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: Good Morning, I am currently in the process of applying for Public Student Loan Forgiveness ( PSLF ). Upon review of my loan repayment history, I identified a period from XX/XX/XXXXXXXX XXXX XXXX to XX/XX/XXXXXXXX XXXX XXXX during which my loans were incorrectly placed into an educational deferment status. During that time, I was in a medical residency program thus I met criteria for the loans to be placed into mandatory forbearance status and I did not qualify for an educational deferment. I was not offered IDR at that time. I was only offered deferment or standard repayment. My current loan servicer is Mohela. Per Mohelas recommendations, I submitted recommended paperwork on XX/XX/XXXX. After speaking to Mohelas customer service representatives and managers numerous times since submission of my initial paperwork on XX/XX/XXXX, I submitted a follow up cover letter and resubmitted suggested paper work on XX/XX/XXXX. On XX/XX/XXXX, I received written correspondence from Mohela stating that the forbearance was applied from XX/XX/XXXX to XX/XX/XXXX. I called Mohela and was told the deferment to forbearance change was actually applied XX/XX/XXXX to XX/XX/XXXX and the next step was to wait 2-5 business days for my PSLF counts to be updated under the IDR waiver. From XX/XX/XXXX to XX/XX/XXXX, I continued to call Mohela weekly to check on the status of the counts of forbearance. On XX/XX/XXXX, I spoke to another Mohela customer service advocate who said that Mohela is unable to update my counts. They explained that prior customer service advocates should have flagged my account to be sent to the Department of Education for application of the IDR waiver once the updated forbearance status from XX/XX/XXXX to XX/XX/XXXX was applied. My grievance is that my account has been mishandled multiple times. I have been ill advised too many times by student loan companies including Mohela. I was given vastly different instructions ranging from just sit and wait to complete a separate form ; just to be told to not sign or do anything because Mohela has adequate documentation on their end to make the adjustment. Then to be told that nothing can be done and the incorrect application of educational deferment to my account in the past can not be corrected without doing irreparable damage to my credit. I literally received a different response every time I called. I am worried that Mohela, again, has not followed the appropriate steps in order to have my account reviewed by the Department of Education with the new 36 months of consecutive forbearance. Of note, I was working for a non-profit organization at the time and Mohela has by employment certification for that time period. Such a review would result in this 36-month period qualifying for PSLF under the newly updated guidance from the Department of Education and subsequent forgiveness. I fear I am again undergoing loan steering and my account was purposefully stalled so it goes into repayment. To that end, I have included with this letter the correspondence from Mohela stating XX/XX/XXXXXXXX XXXX XXXX XXXX are now correctly classified as being in forbearance. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I got an email saying the total amount of my loan was forgiven back in XX/XX/2023. My loan balance shows that I owe XXXX dollars on my account but the servicer refuses to answer my phone calls and when I disputed the loan balance on my credit report the servicer reported I still owed the money even though the loan was forgiven and my account shows XXXX dollars owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I need help! I am writing to express my deep concern and frustration regarding my application for XXXX XXXX XXXX XXXX ( XXXX ). I have been diligently paying my student loans to XXXX since graduating from college in XXXX and have dedicated the past 20 years to serving as a public school XXXX for the New York XXXX Department of Education. As such, I believe I clearly meet the requirements for XXXX. Unfortunately, I have encountered several confusing interactions with representatives and a complete lack of clarity regarding my application status. Despite submitting my application and providing all required documentation, I have been unable to get a definitive answer regarding my eligibility for forgiveness. I have been continuously directed to apply for consolidations without any explanation for why these additional steps are necessary. This lack of communication and transparency is extremely stressful and disheartening. After faithfully fulfilling my commitment to public service and diligently making loan payments for over 20 years, I find it unacceptable that my application remains in limbo without any clear explanation or path to resolution. I urge you to review my application and provide a detailed explanation of why my loans are not being forgiven. Additionally, I request that you investigate the communication breakdown I have experienced and ensure that I am connected with a knowledgeable representative who can address my specific concerns and provide clear guidance on next steps. According to XXXX website XXXX XXXX XXXX XX/XX/XXXX. I am available to provide any additional information requested and look forward to your prompt and thorough investigation into this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I was under the impression that I had to reapply annually for my XXXX plan - so I reapplied in XX/XX/XXXX. However, I apparently did not need to reapply until XXXX of XXXX. Because I prematurely submitted an application that was approved I now owe $ XXXX instead of $ XXXX. I have reached out to my servicer ( MOHELA ) multiple times, sat on hold on the phone for hours ( including right now ) only to be told that they have no way of reverting my loans back to my previous status. I was on the phone for about XXXX hours on XXXX, sent a message to them through their portal on XXXX, and am currently on the phone with them XXXX for almost an hour and still waiting. They continue to deny having any ability to change my loans since my application was submitted and approved. I have been dissuaded by multiple representatives from speaking with a supervisor, and have yet to reach one because of the incredible wait time. I do not see how this is fair. If I owed {$0.00} per month until XX/XX/XXXX when I would be required to resubmit my application I should not HAVE to pay until then, but MOHELA refuses to work with me. I am also on the XXXX program, which means any qualifying payments count towards the program - I would like for what should be {$0.00} payments until XX/XX/XXXX to count towards the program qualifying payments. This is a huge increase in what I owe monthly based on their lack of clarity on when I was required to reapply. Nobody at MOHELA is able to tell me exactly why they can not revert my loans back to their previous status. Nor have I been successful in speaking with a supervisor after being sent through multiple representatives who have not been helpful or encouraging.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My loan was Forgiven effective XX/XX/XXXX, I received the confirmation letter on XX/XX/XXXX. The letter states that the credit bureaus would be notified by the end of the month and my status updated. I followed up with Mohela in XXXX because I did not see a change on my credit report the next month and was told on the first initial to send the credit bureaus the letter I received and to dispute the item, but that they had reported on the XXXX of that month and I should see the change in XXXX, I did this and the credit report investigated and said that Mohela had confirmed that the account was still open and owed and did not remove it from my credit report. I contacted Mohela again and was subsequently told it takes sixty days from the time the loan was forgiven to be removed from the credit report and that it should be reported at the end of XXXX and I should see an update to my credit score in early XXXX, when XXXX came and there was still no update to my credit report I contacted Mohela again and was subsequently told that it takes 90 days from the date of the letter for them to update my credit report and that since my letter was dated XX/XX/XXXX that XX/XX/XXXX would constitute 90 days and that after that If I had not seen a change to my credit report by the beginning of XXXX I could contact model and that is when they would have to take action. When XXXX rolled around and there was still no change in My credit report, I contacted Mohela again and this time was told that all the prior information I had received again was incorrect and that it takes 90 business days for them to report the status to the credit bureaus. I have been given incorrect and false information every step of the way and it seems they keep changing the timeframe based on rules that I am not made privy to. However what I do know is that before my loan was forgiven it was reported accurately every month on the last day of the month like clockwork, yet for whatever reason now they are unable to report it for 4 months going on five and according to their new calculation 6 months, which seems unnecessarily long to manufacture an update that has been confirmed with several letters and clear statement showing I have a XXXX balance. I am complaining about the lack of valid information I have received, the inability of the servicer to practice due diligence and the long timeframe that basically is negating everything having a loan paid off should do, because if they are not updating it with the credit bureaus it still looks like I am carrying that debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had applied to consolidate my loans and selected the XXXX plan, but Standard payment was lower than XXXX, so when my consolidation was process and posted, it showed the standard repayment plan amount in the repayment schedule/disclosure file of {$150.00} I believe. It also showed that on my Mohela account after processing. A couple of weeks later and it was changed to SAVE, where my payment is higher. I did submit a payment plan change to Standard online on the Mohela website, but nothing has been done and calls keep getting disconnected while on hold. Also, I was put on an admin forbearance and interest was being charged this whole time ( which I recently made a payment for ) I would like for the payment plan to be switched back to Standard as it originally was and should be as well as some type of bill credit for being charged interest when I wasn't supposed to be during that admin forbearance. Documentation is attached.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A