Date Received: 2023-12-04
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I have been attempting to get the remaining loan forgiven through the Public Service Loan Forgiveness program, unsuccessfully. It seems that Mohela has not updated their payment counts and as a result, I haven't had the loan forgiveness that I am due. The issue is that there is a large block of payments that have been made, and were qualifying, but haven't been applied to my account. What's somewhat odd about this, is that there have been payments prior to this block of time that have been applied, and a block of payments after this time period that were applied, but for some reason there is about a seven year block ( some of that time I was in school ) that counts weren't being counted. I pulled all of my student loan payment records through the FOIA and have included screenshots of the qualifying payments that I've made, as well as a screen shot of Mohela 's payment count. I have also reached out to my Senator and asked them to inquire on my behalf. Information was sent to them on XXXX XXXX, and I have not heard anything back yet. Multiple attempts to inquire with Mohela have gone unanswered in that they can not seem to understand why those counts haven't been applied yet. They refer me to FSA - Federal Student Aid indicating that FSA is responsible for informing Mohela what payments should be applied. When I call FSA, they refer me back to Mohela indicating that Mohela is responsible for the payment counts. No one seems to be able to find any answers here, and as such, I hopeful that CFPB can. Screenshot 12 - That is a picture of my payment counts in Mohela - You can see the gap in counts, as it goes from XXXX to XXXX. Screenshots 13 - 17 should prove that the payments were made, and were qualifying. Further, these payments would push my count over the 120 payment count for my last loan and it would be forgiven. My student loan should be forgiven due to PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 665XX
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I originally submitted my ECFs for all my payments from inception of loans. I submitted these in XXXX and XXXX of XXXX. These were not processed our updated to my account in full until XX/XX/XXXX. One entire employer submission was entirely overlooked. Thankfully I had all submissions XXXX copied to my personal inbox and had the original fax submission that was clearly dated and time stamped when my employer sent over my completed XXXX. Resubmitted and pointed out their error and my payment count was then finally updated to include all my submissions on XX/XX/XXXX. XXXX out of my XXXX loans had counts updated to XXXX and my other XXXX account were updated to XXXX/XXXX. I immediately Mohela for guidance in next steps regarding the XXXX ADJUSTMENT and this is where Mohela continued to XXXX up on their end. From XX/XX/XXXX thru XXXX XXXX I have called Mohela numerous times and each time was supplied different information. Finally got concrete information from Department of Education so I called Mohela back and advised them that I consolidated all my loans on XX/XX/XXXX and to take advantage of the XXXX time IDR adjustment and that I would like my XXXX loans that are at forgiveness level to NOT BE FORGIVEN at this time. That request was placed and verbally confirmed by XXXX Mohela reps. Unfortunately, there is no tracking of this request even though I asked Mohela both times for a receipt of this request. I was told no. Mind you- in these XXXX weeks I was told to not consolidate, I was told to consolidate, I was told to cancel my loan consolidation paperwork with Aidvantage which I did, but then Dept of Ed finally supplied the masses with a video outlining requirements that showed you must consolidate. So now I am in limbo with XXXX and my loan consolidation due to the misinformation from Mohela. I should not penalized for the delays in processing time from Mohela or from their misinformation on this adjustment. My XXXX loans XXXX be forgiven before my loan consolation even processes and that is due to their lengthy processing times and misinformation. XX/XX/XXXX was when my final counts updated to : Loans XXXX & XXXX : XXXX/XXXX Loans XXXX & XXXX : XXXX XX/XX/XXXX first call placed. Told to consolidate and call back to request loans XXXX to not be forgiven. XXXX XXXX : called XXXX to place request in loans XXXX and that rep told me to CANCEL MY LOAN CONSOLIDATION with Aidvatge and XXXX them back to alert them. XX/XX/XXXX : called XXXX to cancel and this rep placed request to cancel. XX/XX/XXXX : called Mohela back to let them know this was cancelled. That rep alerted me to the misinformation I was given and instructed me to call XXXX back to have them NOT cancel my loan consolidation paperwork. This rep placed my request to NOT forgive my loans at this time. XX/XX/XXXX : called XXXX to not have them cancel my loan consolidation paperwork and request was placed. XX/XX/XXXX : called Mohela to confirm my request for loans XXXX to not be forgiven was sent. Confirmed with this rep that my request was sent to not process my forgiveness. XX/XX/XXXX : FSA site shows loans XXXX in forgiveness state. Loan consolidation paperwork is still processing. Mohela misinformation and delays should not have a negative on my loans. I did everything right. Their people are misadvising and causing massive errors. Additionally, the dates they supply on their paperwork does NOT match to the date in which they were actually supplied. Many documents are retro dated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89139
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I've spent days on hold with MOHELA with absolutely no way to speak to a human being for assistance. I've literally spent hours on hold listening to the same circular hold music and " guidance. '' I applied for the REPAYE plan well within the required timeline and have not yet seen any response. I applied for REPAYE in XXXX and again in XXXX because MOHELA showed no previous application. Now it shows two applications, both pending for between two and three months now. I've recently been sent a letter stating that my payments will begin on XX/XX/2023 at a rate that's three times what I was told my payments would be under REPAYE. My REPAYE amount should be {$170.00} but I'm being told I'll be auto-debited the amount of {$460.00} which is absolutely not affordable for my family. MOHELA will not respond to any of my queries and there's now no way to chat with support personnel or connect with a person on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 548XX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a bill from Mohela on XX/XX/XXXX at XXXX XXXX. for around five times more than what my loan payment is supposed to be under my income-based plan ( SAVE ). The due date was XX/XX/XXXX -- less than a month from the date of the bill. I am XXXX and have no income, so the payment is based on my husband 's, the XXXX XXXX XXXX XXXX XXXX. But it is currently at nearly 25 % of his pay, even though I am enrolled in the SAVE plan. I had enrolled in the SAVE plan the first day it became available and received confirmation the application had been received XX/XX/XXXX. I have had two concussions and have auditory processing issues and must use the secure messaging system to contact Mohela since I can't use the phone. Starting XX/XX/XXXX, I have sent five messages to Mohela asking them to correct the billing error. The website indicates there will be a response from them within three business days after sending a message. None of my messages have received any kind of response. I filed a complaint with Mohela on XX/XX/XXXX and with the XXXX on XX/XX/XXXX and have not yet received any response except a request through the XXXX to fill out a privacy release, which I did. My payment is now past due because I could not pay the erroneously high amount, which was due only because of the loan provider 's error. Mohela 's refusal to provide accessibility in communication is discriminatory and ableist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I am writing to file a formal complain against MOHELA for the constant negligence and disregard of my student loan processing. I submitted my IDR application XXXX XXXX XXXX. My application has been pending review for over 90 days. I have called this servicer 50+ times and have received misinformation constantly. I have waited for 3-4 hours daily to speak to a representative. I have scheduled over 30 call backs that have not been returned. I have been promised this matter would be escalated to supervisor/escalation units and have been blatantly hung up on. I have been promised processing times of 2-3 days, 5-7 days, and 10 days all amongst XXXX that which have NONE been adhered to. This loan servicers constantly has tried to push forbearance on my account multiple times. They have refused to reprocess a new IDR plan over the phone. I have sent complaint messages on XXXX XXXX XXXX XXXX which note will be responded to within 2-3 days, NONE of which have been responded to. I requested a full audit of this account which yet has not been provided. There is absolutely no way to get a hold of this servicer as when promised a call back- the call directly goes to VM where the agent attempts to report they called to respond - when they haven't. I have received the call back, placed into the waiting que, and have been forcedly disconnected and somehow the agent still has access to leave a VM? I was guaranteed the latest processing would be XXXX XXXX and its still not processed however payment is due tomorrow. Not to mention my monthly payment has fluctuated for 3 months and MOHELA reps have no explanation as to why. There are so many discrepancies regarding my account, and it needs to be examined thoroughly and this servicer needs to be held accountable for all the false promises they have guaranteed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06614
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX I obtained a private loan to pay down a Parent Plus loan with the federal government. During that time my account was going through consolidation. The total amounts to be consolidated was reduced by student aid.gov to {$61000.00}. The private loan company sent Mohela {$45000.00}. Balance should be {$15000.00}. Mohela is still showing a balance of {$61000.00} plus interest. It is in forbearance but the interest is still accumulating. I have called multiple times since XXXX to ask them to clear up my account so I can begin paying down what I actually own. XX/XX/XXXX - XXXX stated it was being reviewed to reapply it the consolidated loan and it should be fixed by XX/XX/XXXX. XXXX - XXXX spoke to supervisor XXXX who stated stated it was sent to a supervisor for review. XX/XX/XXXX - XXXX stated the request was incorrect and they had to request a pre-conversion review. She believes the {$45000.00} was applied to older loans. This request has to go to the Federal Accounts Department. ***All of my older loans were paid that is why I only consolidated 3 loans. I also spoke to XXXX on XX/XX/XXXX who stated it should have been corrected in XXXX as well. Now I have a private loan plus the federal parent plus loans which the balance is not correct. I also have a opened a compliant with my state senator, the ombudsman and student aid.gov. I would like to make a formal compliant to show I have tried multiple times to get this issue corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06606
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: Problem with your payment plan
Consumer Complaint: Account # XXXX I was trying multiple times to ask Mohela why it took so long ( more than 3 months ) to approve the request for changing payment plan to XXXX plan ; so far no response. The agents told me that there was a technical issue that prevent the reviewer to realize I submitted the plan back in XXXX so they had to renew that request. As a result, my accrued interest YTD is {$3200.00}. Please expedite the process of approving my request as it is too late now and also waive that minus {$700.00} because had I been approved the plan timely and made the payments above those remaining interest had been waived. This is the fault of Mohela and they should rectify to protect my rights. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 018XX
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I SUBMITTED A RECERTIFICATION ON XX/XX/23 TO UPDATE MY ACCOUNT TO REFLECT THE RIGHT PSLF PAYMENT COUNT. I CALLED AND CALLED AND NEVER GET TO ANYONE. THEN I GET A MESSAGE FROM MOHELA VIA THE WEBSITE. THEY XXXX SAY " OH WE SEE YOU CALLED IN AND SPOKE TO SOMEONE, SO WE ASSUME YOUR PROBLEM IS RESOLVED. '' ITS NOT RESOLVED AND THIS IS HOW THEY TREAT STUDENT LOAN BORROWERS. THIS LOAN COMPANY IS TERRIBLE AND INCOMPETENT. THEY EVEN HAVE WRONG NUMBERS AND EXTENSION ON PRINTED MATERIAL! THEY ALSO HAVE NO CLUE ABOUT MY IDR 1 TIME ACCOUNT ADJUSTMENT! THEY HAVE NO CLUE ABOUT ANYTHING AND I AM GETTING TIRED OF DEALING WITH THEM!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 483XX
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: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: This is not a duplicate complaint. My previous comment complaint was closed but the company did not address my concern. This is a repeated issue with them where they seem to misunderstand the question and provide a response that isn't what I am asking about or needing them to fix.. they have done this repeatedly to me via their online portal and now here and at this point it seems like a tactic to not kick the can down the road and not resolve the issue. My issue is that the actual discharge of my student loans under PSLF is extremely late. My XXXX payment period was XXXX XXXX XXXX my last ECF was sent in XXXX XXXX, my counts update on Mohela 's site in XXXX XXXX, and my loans STILL have not been discharged. Mohela 's said they have sent the stuff at least twice to Federal Student Aid. Can Mohela please address whatever the hold up is and discharge my loans and provide a timeline for that? This is impacting my financially in a variety of ways. To be very clear my question is NOT how many payments I have certified, whether I qualify for forgiveness, or whether they have sent that info on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97333
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: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I qualify for PSLF. I have submitted the needed documentation over the years. Well I have finally met the XXXX payments. The PSLF tracker though is stuck on XXXX payments. I have resubmitted my employment verification twice but MOHELA has not updated my account. I am now over XXXX payments and still having to make them because of their error. When I try to go to the federal loan site, it says that I have not yet made all XXXX payments, therefore I can not apply for the forgiveness. I would like the tracker updated, the loans forgiven, and a refund of both payments over XXXX and amounts paid during the pandemic pause. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A