Date Received: 2023-12-05
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: To Whom It May Concern, I recently reviewed my credit profile and noticed quite a few inaccuracies, falsifications, incomplete information, as well as accounts that are Un-Verified and more. According to the Fair Credit Reporting Act, Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all of the information that is inaccurate, incomplete, or which can not be verified. It is also my understanding that Under the FCRA 15 U.S.C 1681i, every single one even each any or all of the unproven, non-compliant, incomplete, untrue, incorrect, and or unverified aspects of any alleged derogatory accounts must be promptly negated in its entirety or the alleged accounts are to be completely deleted. The FOLLOWING derogatory accounts allegations are either UNTRUE, UNVERIFIED, INCORRECT, INCOMPLETE, UNTIMELY, NOT MINE, NOT MY RESPONSIBILITY, or otherwise NOT PROVEN COMPLIANT to regulatory federal reporting laws and or standards and MUST be removed immediate The infractions are as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Not only is it illegal for a 3rd party collection agency to even reach out to me to pay an old debt, the information is 100 % false! - inaccurate. I never gave anyone my written consent for anything.i DONT NOT OWE THEM!! NOT ONLY THAT WHY ARE CLOSE ACCOUNTS STILLS HOWING UP? I have no clue who that is. I WASNT EVEN IN SCHOOL ANY OF THOSE YEARS. I DEMAND YOU ALL TO DELETE THAT. I am demanding that both of these accounts be updated to paid as agreed and Never Late By the provisions of the Fair Credit Reporting Act and per the standards of reporting compliance implemented with the CRSA enacted CDIA Metro 2 COMPLIACE regulations, I demand that these above mentioned derogatory items be investigated and permanently removed from my report. My name is wrong!!!!! I also want to know where the fake names originated from. That is a lot of violations. There are XXXX name violations that are inaccurate as well!!!! No
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 761XX
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My SAVE program application has been in process since XXXX. After an administrative forebearance my loan application status has not changed. I applied for forebearance on XXXX to take effect on XXXX. That application has not been processed either. Ive sent two messages asking what a reasonable timeline for each would be and have had no response. Ive since been making payments at the higher payment amount. My wife uses XXXX and her SAVE program application was approved in two days. Our household income is the same. I dont understand why itd take a different servicer over two months to process an application for the same household.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32533
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with monetary relief
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: Dear CFPB, I am writing to file a formal complaint against MOHELA, my student loan servicer, for significant and concerning issues with my account that have had severe repercussions on my financial situation, particularly during a crucial time in my lifepurchasing a home. On XX/XX/2023, I made a payment on my student loan account ( account ending in XXXX ) as part of the resumed student loan payments. Subsequently, due to a holiday oversight, I allowed a payment to slip by a few days. Upon realizing this, I promptly made the payment, only to discover several irregularities in my MOHELA account. Late Fee and Pending Payments : a. A late fee was assessed, as expected, but the payment was still listed as pending, and the upcoming XXXX payment was added to the past-due balance. b. Since the other payment was pending, I thought it would be a good idea to go ahead and make the XXXX payment early. However, when attempting to make the XXXX payment, I noticed that all account information was deleted. This is when I realized that the XXXX payment was showing as coming from an entirely different account, ending in XXXX, which was not the account the payment should have come from, nor was it the account the XX/XX/XXXX payment came from. Unauthorized Modification of Account Information : a. Without any notification, my account information, including the linked bank account, was modified. b. The account information changed without my authorization, violating the law requiring immediate notification of any unauthorized changes to my account. Lack of Notification : a. MOHELA failed to provide any notification regarding the change in account information, a violation of legal requirements. Inability to Reach MOHELA for Resolution : a. Despite numerous attempts, I have been unable to reach MOHELA representatives to resolve this issue over nearly three hours on XX/XX/2023. Impact on Credit and Home Purchase : a. The erroneous delinquency status MOHELA has placed on my account poses a significant threat to my ability to complete the home purchase process. Mohela has failed to reach out to me to advise me of any issues on my account, and when speaking to them to resolve any issues on my account, they have provided unsatisfactory customer service, and seem to deliberately evade allowing me to speak to someone with the proper level of authority to identify what is happening with my account. This gross negligence could jeopardize my home buying process, by showing the account balance as higher than it should be when I sign my closing documentation. I am seeking your assistance in holding MOHELA accountable for these actions, rectifying the unauthorized changes to my account information, and ensuring that I am protected against any retaliatory actions, such as reporting inaccurate information to credit bureaus. I have attached relevant documentation, including proof of payments, bank statements, and any communications with MOHELA. Thank you for your prompt attention to this matter. I look forward to a swift resolution to prevent further harm to my financial standing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78741
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: Problem with customer service
Consumer Complaint: This complaint is regarding MOHELA and PSLF. Current loans total {$60000.00} and my account is in the SAVE repayment program with a monthly payment of and an interest rate of 6.625 %. Loans were disbursed on XX/XX/XXXX. On XX/XX/XXXX I submitted a PSLF E-Sign application, which is still being processed. MOHELA states on its website that the form should take 30 days to process. My current payment count is stuck at XXXX, although I have surpassed XXXX eligible payments. For some reason, the staff is unable to verify my current employment, even though the form was signed and uploaded on XX/XX/XXXX. Calls to MOHELA include a wait time of over an hour, and representatives often give conflicting answers and guidance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10591
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 made over {$44000.00} in voluntary payments to XXXX on XXXX during the payment pause ( see attached ). Since then, my loan servicer changed to Mohela. I requested a full refund from Mohela in XX/XX/XXXX and so far have received {$110.00}. Several calls and emails have made to Mohela over the last 15 months regarding the rest of my refund ( I attached a few screenshots, just to show the dates ). XXXX response I got from Mohela was they are only responsible for submitting the refund request, and that I needed to contact Federal Student Aid to check the " National Student Loan Database '' to figure out why we only received {$110.00}. I made the phone call to Federal Student Aid as advised, and was told Mohela is responsible for my refund request. I have spoken to different people at Mohela and received responses such as " we have a lot of refunds to process, wait XXXX weeks, '' or " you need to contact XXXX. '' The most recent response I received from Mohela ( from a supervisor named XXXX on XX/XX/XXXX ) is that since some of the loan groups were paid in full and closed at XXXX, they were never transferred to Mohela. Therefore, I needed to " request the refund from XXXX ''. I spoke to a supervisor at XXXX ( XXXX ) on XX/XX/XXXX, and he says Mohela has the ability to request refunds from the Dept of Treasury for any voluntary payment made in XXXX, even if the loan was paid through XXXX. He also mentioned the cutoff to request a refund from XXXX was XX/XX/XXXX, and the messages I send ( including the refund request I sent months ago ) " don't always attach '' to my accounts, even if I am logged in on the portal. XXXX also does not show a " sent messages '' folder, so I am unable to provide screenshots of the messages I have sent to them. Mohela and XXXX have both been denying responsibility for my refund request for over a year, and XXXX of them is giving inaccurate information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 305XX
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: Trouble with how payments are being handled
Consumer Complaint: I made payments on my student loans in XXXX and XX/XX/XXXX. My account was put into forbearance by MOHELA in early XX/XX/XXXX due to my bill for XX/XX/XXXX having not been sent on time. As part of the new PSLF rules as published online ( https : //studentaid.gov/manage-loans/forgiveness-cancellation/public-service/questions # qualifying-payments ), additional payments can be handled as follows : " You may prepay, or make lump-sum payments, which first apply to any months during which you missed a payment and then would apply to future months up to your next income-driven payment ( IDR ) plan certification date or 12 months. For example, if you recertified your IDR and your monthly payment was {$100.00}, but you paid {$1200.00} for the first months payment, that payment would count as 12 separate monthly payments for that year. You would not need to make another payment until the next 12-month cycle when you have to re-certify your income for IDR. These payments would count as qualifying payments toward PSLF forgiveness once you certified your employment with a qualifying employer for the same 12-month period ( which you cant do in advance ). '' In reviewing my payment history, I noticed MOHELA applied my XXXX and XX/XX/XXXX payments to principal only even though I previously indicated in my account that I want additional payments to be applied to paid ahead status. When I called MOHELA to confirm my payments from XXXX and XXXX should be applied to my payments due in XX/XX/XXXX and XX/XX/XXXX, I was told this is not possible and the only option was to have them applied to the principal balance. My income re-certification is due in XX/XX/XXXX. I attempted to escalate this concern to a manager but was unable to connect with one. Based on the information published on studentaid.gov, MOHELA 's management of my payment is not in congruence with current standards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
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: 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 XXXX plan. I have submitted XXXX Income Driven Repayment ( XXXX ) plan requests to MOHELA, none of which have been processed/calculated correctly. I login to see the payment amount is {$370.00} a month when every estimate I've received from StudentAid.gov and from MOHELA themselves estimates me at about $ XXXX a month. 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 XXXX application for me which continues to be incorrectly processed/calculated. Below are the dates of XXXX applications I've submitted, and their outcomes according to MOHELAs website, all of which have not been calculated incorrectly. XXXX XX/XX/2023 Cancelled XXXX XX/XX/2023 Approved ( Provided more in-depth income info from tax returns and amount still incorrect ) XXXX XX/XX/2023 Canceled XXXX XX/XX/2023 Denied XXXX XX/XX/2023 Canceled XXXX XX/XX/2023 Approved ( switched from XXXX plan XXXX SAVE plan, but amount incorrect ) XXXX XX/XX/2023 Denied 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 XXXX 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 - XXXX ) 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 XXXX ) 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 ) XXXX ) 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 XXXX of XXXX 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? I could understand if my estimate was {$20.00} a month and it ended up being {$50.00} that is reasonable. {$370.00} a month isn't a rounding error, that is a fundamental miscalculation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40214
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: MOHELA randomly placed my loan in forbearance without my consent or disclosing this action to me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84721
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Payments resumed following the end of the COVID payment pause in XX/XX/2023. I was notified in my account of a payment due and paid on XX/XX/2023 and XX/XX/2023. I am still seeing a payment due on XX/XX/2023. However, not once since payments resumed, have I received an actual billing statement. I have not at any time received any formal notification of a bill due, just a " payment due date '' in my account. MOHELA is legally required to provide a billing statement at least 21 days in advance of my billing due date, but I have received none. This is a widespread issue, I know. Many who were impacted received an administrative forbearance for the months that this happened ( XXXX - XX/XX/2023 ). However, my account remains in repayment and my bills remained due, even though I was impacted by MOHELA 's failure to provide timely billing statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27511
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I have numerous requested over and over same product to be either placed in deferment or fir with deferment as I am currently awaiting my ssdi and unemployment due to XXXX disabilitys. As I am very ill rn I have documents of this if needed Im on stronger meds and more rehab structured life after my bills Im barely paying for gas to go to my Apptd and foods and other meds due to stolen mail at usps also
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A