Date Received: 2023-12-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I paid off all of my XXXX loans ( serviced by Mohela as of this fall ). The balance showed {$0.00}. I reached out to Mohela to ask about how to close out my account and if there was anything I needed to do on my end to do so. I wanted a notification/ letter from them that stated my loans were completely paid off. They have completely ignored all my requests and their phone answering system has hung up on me. I can not get ahold of anyone despite my best efforts. About a month after my balance read {$0.00} I was charged over XXXX dollars in interest. I have reached out to them again and again asking how to rectify this and close out my account since I paid everything off so my empty account does not keep accruing interest. They have not responded to anything from me and I have not been able to get a hold of anyone on the phone. This feels criminal. Are they going to keep charging me interest forever? How can they even charge interest on an account where the entire balance including principal and interest is {$0.00}? Isn't XXXX still XXXX? Even if my balance wasn't completely paid off and I wasn't having this issue, it feels criminal that they are not responding to my messages and make it so impossible to get anyone on the phone. They are completely unreachable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92102
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 was signed up for automatic payment - I submitted this paperwork well in advance of loan payment restart in XXXX. They apparently did not process my automatic payment ( though I received documentation that my auto payment should have started by XX/XX/10 ) so I was told it was late. I paid the loan the day I received notification ( but not before XX/XX/10 because I was told automatic payments should start ). My automatic payment on XX/XX/10 came out with no issues. I have now logged into my loan account to make sure that there would be no issues with my XXXX payment to see that I have been put into a forbearance. I did not request a forbearance. I did not get any notification my loan would be put into a forbearance. I have received no communication from Mohela about this whatsoever and do not know why this happened. I now have 2 payments ( XXXX and XXXX ) that will not be counting towards my PSLF. This is ABSOLUTELY RIDICULOUS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11101
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: 2023-12-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for a SAVE IDR Plan on XX/XX/XXXX with XXXX. I was then directed to XXXX student loan servicing where my payments were supposed to reflect the $ XXXX. I added a PSLF certification on XX/XX/XXXX and then all my loans were moved from XXXX to MOHELA. It took them a few weeks to implement this change and then I logged on to see $ XXXX reflected until I received information I have a payment due on XX/XX/XXXX of {$500.00}. When I access their website my next payment date is not present, but when I log onto XXXX it says I am due on XX/XX/XXXX. I have not received a letter finalizing anything for an amount due this month? When I go into my loan details in MOHELA it shows XXXX different loans showing a " current due '' totaling {$500.00}. This is simply outrageous. Like how should I pay that every month?? I put in another IDR request to MOHELA and they still have not adjusted their error. I put in another direct loan app on their website today XX/XX/XXXX. They have defaulted XXXX of my loans that I can not pay. I am not paying MOHELA a single XXXX till my payments are resolved properly. I have all the proof on my XXXX and have uploaded the original document of my approved SAVE plan online. There is no reason anything should be changing with a PSLF cert. Ridiculous nor should I be waiting for centuries on a resolution that should have never happened when they switched to MOHELA. LOAN SHOULD REMAIN THE SAME ON SAVE PLAN. Please check my XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80013
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: XXXX XXXX XXXX XXXX XXXX XXXX, working for the same institution for over 20 years. The Public Service Loan Forgiveness program was a godsend, after earning the degrees necessary to enter the XXXX XXXX. Once on the program, I certified my employment and verified our income in order to maintain the terms of the program. Despite XXXX XXXX mishandling, we were relieved the bulk of our remaining balance was forgiven after ten years of never missing a payment. The remaining balance could not be explained, so XXXX had me on administrative forbearance until they could work it out. Then my account was transferred to MOHELA. We were thrilled to receive a letter in XX/XX/2023 from MOHELA stating that the remainder of our loans had been discharged and we were no longer required to pay. Imagine my surprise when I was given notice in XXXX that I would resume payments. Since then, I have been on the phone with MOHELA for hours, missing multiple days of work trying to figure out what went wrong. Worse, at the end of XXXX, the US Dept. of Education made an automatic withdrawal of approx {$550.00} in repayment of the loan. This was money I had set aside for groceries for my family of XXXX. I have spoken to countless representatives at MOHELA at varying levels. No one can explain why I am in repayment. All assure me that they will place my account on PSLF forbearance and it doesn't happen. I currently " owe '' a loan payment at the end of the month despite multiple assurances that I will be placed on forbearance. In the meantime, I have worked with my US Representative, XXXX XXXX XXXX office. They communicated through their congressional liason my complaint and indicated that many people have complained about MOHELA. I also filed a complaint with the Federal Student Aid Ombudsman. When I spoke to XXXX ( XX/XX/2023 ) who presumably is in the ombudsman office, he indicated that not only had I satisfied the terms of the loan, but according to the National Student Loan Data System, I had made 135 qualifying payments! Please help me make MOHELA accountable. I have met and exceeded my obligations according to every representative I speak to - yet, they still send me bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47401
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: Hello, I am concerned as to when my recertification date for my IDR plan is. It is to my understanding that the recertification anniversaries have been pushed back for a year into XXXX if it is within 6 months of the restart of the payment pause ( so any time before XX/XX/XXXX ). According to my loan details, I do not see a recertification date but a date that my loans will revert back to the standard repayment plan : XX/XX/XXXX. XXXX this be reverted to XXXX by now? I am trying to rectify this since I am in the PSLF and I am trying to continue to minimize the amount my monthly payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22043
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 was previously on the XXXX plan with MOHELA. I consolidated my loans and used the same XXXX application alongside it, in which federal student aid said I was still eligible for XXXX. However, upon consolidation, MOHELA placed me on a level payment plan without my request or consent. My consolidation went through XX/XX/23, and just days later on XX/XX/23 I received my bill stating I owe the level amount they assigned me on XX/XX/23. This billing amount is more than what I would pay on XXXX, and is NOT what I had anticipated. I have requested that I go back on my XXXX plan in which Im qualified for, but they have yet to respond. In the meantime, I have sent another XXXX application via XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01702
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: Received bad information about your loan
Consumer Complaint: On XXXX I logged into my studentaid.gov account and noticed there was incorrect information on my dashboard as well as on the downloaded NSLDS report. I called the Dept of Ed who told me to call my servicer. I explained that Mohela had the correct information on my online Mohela account and that it was the Dept of Ed who had the incorrect information. Dept of Ed said that if the information on my studentaid.gov account and my NSLDS was incorrect it was up to Mohela to provide the correct information to Dept. of Ed. I called Mohela who said they are, in fact, sending correct information about my account to the Dept of Ed but to go ahead a make an online complaint with Mohela. I made the following complaint on XXXX : " Hello, Please send my most recent loan information to the Department of Education. My studentaid.gov account has inaccurate information and requires an update from Mohela regarding my loans. On my studentaid.gov account under " Upcoming Payments '' the Due Date is XX/XX/XXXX. Under " My Activity '' it indicates an IDR Plan Request " In Review '' from XXXX. Also, in my My XXXX Data its showing a Delinquent Date of XX/XX/XXXX. Again, please send my most recent loan information to the Department of Education so they can update my studentaid.gov account with correct information. '' As of XXXX I had not heard back from Mohela so I sent the exact same complaint again. Its now XXXX and I haven't heard back. Again, my account with Mohela is correct. It indicates that I've been making the correct payments on time and am enrolled in the SAVE program correctly. It is my account with Dept of Ed that is wrong and I believe may be why my loans haven't been forgiven with the one-time IDR account adjustment. I first went into repayment on a SLS loan in XX/XX/XXXX,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I recently received a bill for an unpaid balance on a student loan that I do not believe I ever took out. I communicated with the creditor and, after some difficulty, was told that they were collecting for another company. The information they had correctly identified my XXXXXXXX XXXX name, the last four digits of her Social Security number and the institution where she earned her degree. This debt has now also appeared on my credit report. The credit report shows a history of payments but, these are not payments that I ever made. I have no recollection of this debt and I can find no records of it. Apparently the debt was taken out in XXXX but we have not previously received any bills from this company or from the place they claim originated the loan. I have asked for verification of this debt but I have not received any. If I took this debt on and have forgotten about it, I'll pay it but I have yet to see any proof that I ever did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Received account alert : " We are in the process of updating your account. For some or all of your loans, you will not be due for payment until after XX/XX/XXXX, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/XXXX. The months from XXXX through XX/XX/XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. '' I also received a letter stating that I was put on Administrative Forbearance until XX/XX/XXXX and no payment would be due. I happened to log in to my Mohela account today and my loans are back in repayment and I have a total due XX/XX/XXXX. I did not receive a bill or any notification that my loans were placed back into repayment despite being told no bill would be due until XX/XX/XXXX. If I hadn't logged in today I would have no reason to believe my loans were back in repayment since I have a letter that states otherwise. Also, I submitted my PSLF employer verification for a number of months and was told only one month qualifies which is completely incorrect. I will attempt to contact Mohela when they're open but I have already tried contacting them previously and waited hours on hold before giving up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I originally called mohela to set up an IDR payment plan through the XXXX program. I make very little money and I was told my payment would be {$0.00} but then they started charging me my old payment amount through auto debit. I did not catch this mistake until XXXX. I called again XX/XX/XXXX and I was told they didnt have my original application for XXXX so we re did it and I was promised payments of {$0.00}. But then XX/XX/XXXX received notice I would be charged {$10.00} a month, even though I make less than {$1000.00} a month which I had been told would qualify me for {$0.00} payments. Each time I have to call them the wait time is insane.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2023-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A