Date Received: 2023-12-03
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I applied for the XXXX in XX/XX/2021. I have been given the run around and excuses for the past two years. I qualify for the loan forgiveness. I have called MOHELA many, many times. This has been a two year nightmare. I recently received a letter finally saying I have qualifying payments but now my dates are not eligible. This has been a two year nightmare. Not trying to get some help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
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: I sent a payment on XX/XX/2023 to pay off my loan with Loan Number XXXX, Loan Type Direct Unsubsidized Consolidation, and Payoff Amount {$540.00}. I printed a Payoff Payment Confirmation from the Mohela website that noted that this payment would be effective XX/XX/2023. Now the Mohela webiste says that this loan has a balance of {$0.00}. This is incorrect. Mohela needs to fix this by correcting the balance to {$0.00}. Mohela also needs to update my name. I sent the name change form on XX/XX/2023. I sent a follow up message on XX/XX/2023 XXXX XXXX because they have not changed my name and it has been over XXXX months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal unsubsidized student loans were taken over by Mohela from XXXX in XX/XX/XXXX. I was previously enrolled in the Revised Pay as You Earn program which would have required me to pay ~ {$60.00} dollars a month under my income prior to that time. Because of the COVID pause on payments, I had been making qualifying payments of XXXX dollars until Mohela took over my loans and continued with these XXXX dollar payments until the COVID payment pause ended in XXXX, XXXX. When Mohela updated their expected payment amount in XX/XX/XXXX, they incorrectly placed me in the Level Payment Plan and gave me an estimated monthly payment of ~ {$2000.00}, despite their responsibility to place me in the SAVE plan ( since I was confirmed previously enrolled in the REPAYE plan ). I spoke to Mohela on XX/XX/XXXX explaining their error, shared proof of my prior enrollment in REPAYE ( through my National Student Loan Data System document from Studentaid.gov ), and they placed my on administrative forbearance and said that they would correct the error. One month later they had not made any corrections and did not notify me of any missing information. On XX/XX/XXXX they notified me that I was still on the Level payment plan with the ~ {$2000.00} payment due in XXXX. I called them again on XX/XX/XXXX and they said that they needed more proof of my prior enrollment in REPAYE, despite that already having been confirmed with them in the past. They recommended I could simply re-certify my income, however this would lead to a higher payment due to my new marital status and higher spousal income ( and re-certifying should not be needed until XX/XX/XXXX at the earliest had Mohela not incorrectly placed me in the level payment plan ). Since payments have resumed, Mohela has allowed my interest to accrue under administrative forbearance which had added to my student loan burden, when I should have been able to make 2-3 payments of ~ {$60.00} to avoid any interest accrual under the SAVE program that I should have been placed in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is my loan service for my student loans. My income driven repayment income renewal date on the Mohela website is XX/XX/XXXX ( or XX/XX/XXXX depending on where you look on the website ). According to studentaid.gov ( representing the Department of Education ), the earliest you renewal date can be is XX/XX/XXXX. If your renewal date is before XX/XX/XXXX, your date gets pushed out a full year. This can be found under the " Income Driven Repayment '' section of this webpage : https : XXXX I called Mohela XX/XX/XXXX to confirm I would then renew XXXX of XXXX. The customer service agent had no idea what I was talking about and gave me the run around giving a lot of excuses that made no sense. I told her I needed her to talk to a supervisor since she wasn't aware of the rule at all. After talking to said " supervisor '', she starts telling me that date listed as my IDR renewal due date is just a 60 day notice and that my renewal is actually in XXXX. This was so interesting that she and her supervisor came up with this after I told them about the rule above- when I first brought it up they did not even know it existed. I told her that was awfully coincidental and suspicious that all of a sudden thats not my real renewal date and it just happens to be actually in XXXX and that I needed the website to reflect that if that is the case. They are telling me that they can't do that. I then told her I needed to speak directly to a supervisor. I was " approved '' to do this ( what?? ) and sat on hold. About 30 minutes later a supervisor picked up, I told her about my renewal date and the info on studentaid.gov. She said she wasn't aware of this rule and would look into it, putting me on a brief hold. I then sat on hold for the next 3.5 hours before the phone got disconnected. I tried calling back and long story short got disconnected again after about an hour.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: For the past XXXX plus years, I have been contacting Mohela via chat, phone and secure messages. I began work on XX/XX/16 and have worked at my employer the entire time, full time with XXXX time off. Even during XXXX, we were full time working in person. For some reason, my XXXX keeps showing up at XXXX months which is over 1 year less than what I should be credit with. I know I am not ready for full forgivness yet, but with my payment count being incorrect, when I do qualify, I will have to go through this hassle. Prior to Mohela, I was with XXXX XXXX and certified once a year with XXXX issues. Now, Mohela can not seem to get my payment count corrected. I have talked to agents on XXXX separate occasions, and XXXX of the times, the agent has sent my file off for manual review because they do not understand why my count is not updated. It seems they are missing an entire year of qualifications. Again, I certify every year, around the third week of XXXX. They also had me re-submit multiple certifications which seem to mess my account up further. It seems that if someone would actually look at my account, it is fairly easy to see I was employed since XX/XX/16 and am still currently employed. This should not be this difficult and I fear when I hot my 10 years, I will have more trouble trying to get this corrected. I am requesting someone look at my account as well as all my certifications and updated it to the correct number of qualified payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 629XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Loan sequence XXXX / XXXX. Last scheduled payment was XX/XX/XXXX for {$220.00} taken from auto-debit ( XXXX : " Pending Payment ... '' ) A ) On XX/XX/XXXX, I made a payment that included all loans in the XXXX sequence for which I am liable ( XXXX : " Auto Debit Screen as of XXXX '' ). The total is {$220.00} and the payment was due XX/XX/XXXX. The XXXX XXXX ' section confirms that all loans ( loan sequence XXXX - XXXX ) are billed to bank account ending XXXX. The payment was queued to process at the time of the screenshot. B ) On XX/XX/XXXX I received a message from MOHELA backdated to XX/XX/XXXX informing me that XXXX loans were now in LEVEL status. These loans ( generally listed as Loan Sequence XXXX and XXXX in MOHELA 's website documentation ) will hereafter be called the XXXX loans '. - See ( XXXX : " Confirming Backdated Messsage '' ) - See ( PDF : " Informing of Change to LEVEL '' ) - See ( XXXX : " Loan Overview Screen as of XXXX '' ) C ) As per this message, these XXXX loans placed in LEVEL are : - Owner : DEPT OF EDUCATION ; Loan Program : DLUNST ; Disbursement Date : XX/XX/XXXX ; Original Balance : {$9800.00} ; Current Balance : {$11000.00} - Owner : DEPT OF EDUCAITON ; Loan Program : DLUNST ; Disbursement Date : XX/XX/XXXX ; Original Balance : {$7.00} ; Current Balance : {$8900.00} D ) Significantly, in the change to LEVEL, the payment amount for these XXXX loans rises to {$410.00} + {$310.00} = or {$730.00}, which is more than the payment dated XX/XX/XXXX ( see A ). This further confirms an increase in amount due. XXXX ) I never asked for or authorized a change to LEVEL for XXXX -- and only XXXX -- of my loans. Over the course of XXXX, I was repeatedly informed via email and special bulletins on MOHELA 's front page that those fulfilling loan obligations through REPAYE would be automatically transferred to SAVE. - XXXX ( XXXX : " Save Confirmation '' ), taken XXXX. F ) My loans were all previously associated with REPAYE. XXXX ) On XX/XX/XXXX I received a message from MOHELA backdated to XX/XX/XXXX informing me that XXXX of my loans were previously repaying by XXXX, and had been transferred to SAVE. - See ( XXXX : " PDF Informing of Change to SAVE '' ) H ) It is clear that these XXXX loans were simply 'forgotten about " in the move from XXXX XXXX SAVE, and defaulted to LEVEL. I challenge MOHELA to provide evidence that I requested, or by policy was required, to revert to LEVEL on these XXXX loans. I ) MOHELA should properly place these XXXX loans into the XXXX plan as they had stated they would do in ( H ). J ) On XXXX using self-certification of income, I applied through the Federal Student Aid website to be placed on an income driven plan for all of my loans. The FSA system did not recognize that XXXX of my loans were placed on LEVEL. Rather, after putting all of my information in, it indicated that I was on the XXXX plan. I was given the choice to keep the same plan or move to a new one. As I wanted the plan indicated that the FSA website associated with me ( XXXX ), I selected the option to keep the same plan. The request was listed as " In Progress '' and Request Type " Recalculating Plan '' - and then indicating " Servicer will choose plan ; user provided documentation of income. '' Of course, the FSA generated application does not seem to include the supplemental verification of income in its .PDF, or my wife 's signature, so who knows what delays might take place. - See ( XXXX : " FSA website XXXX '' ) - See ( PDF : " IncomeDrivenRepaymentApplication '' J ) I then recertified my income through MOHELA 's XXXX XXXX, which at that point linked to the fed XXXX website. The recertification was rejected because I allegedly did not include the necessary self certification. I did so. I received the rejection after weeks of processing and almost immediately prior to my payment due date under the LEVEL plan for these loans on XXXX. At that point I opted to file a comlplaint and seek external resolution.. XXXX ) Now, I attempted to re-apply for XXXX for all loans through MOHELA.com. MOHELA 's system took my information but would not accept my spouse 's information. I was unable to see this until the item was submitted. I put the information in correctly, but the website could not generate the form without creating a dead link and disconnecting me. So
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My husband and I paid off all of our federal student loans through Mohela and XXXX in XXXX. Using the payoff calculator, we submitted the full amounts requested. I then had a - {$0.00} balance with Mohela. The same thing happened with my husbands loans through XXXX, but with a larger balance of less than {$3.00}. Neither of us have been able to get the refunded amounts. My concern isn't the amount of money, it's the fact that : 1. Services are overcharging and not automatically reimbursing borrowers. Students are penalized for under and late payments, but why not the servicers? This is a dangerous double standard at best, and at worst is a form of financial fraud known as " salami slicing '' and it needs to be addressed with the same urgency that students are consistently faced with. My Mohela account doesn't even reflect the difference anymore. It just says that the amount owed is {$0.00}, which is further proof that these servicers are both taking advantage and sloppy. 2. We have not been able to get help through messaging through our accounts. We have also not been able to get answers via phone. I could not reach Mohela via phone. My husband called XXXX twice and they had to file some paperwork for him to get reimbursed and after XXXX phone calls, no one was able to properly help him and they never followed up. Both times, he waited several hours to speak to a representative. The fact that they couldn't help him twice was bad enough. Why aren't these transactions automated? 3. People in our position with non-urgent calls are forced to increase the phone wait times when it's already impossible to reach customer service. 4. The government should hold services accountable and reimburse students promptly. Students who overpay and are owed funds should earn interest on funds being held by sevicers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is my loan servicer. They have an alert on my account to recertify my income for my income-based repayment plan. Mohela is requesting that I recertify by XX/XX/XXXX. The federal guidelines from the Federal Student Aid website are : " If your recertification date falls between now and XX/XX/XXXX, it will be pushed out by XXXX year. For example, if your account says your recertification date is XXXX XXXX, XXXX, that date will be pushed out to XXXX XXXX, XXXX. '' I have sent two messages to Mohela about this issue, one message on XX/XX/XXXX and another on XX/XX/XXXX. I have no received a response to either message and the recertification date is still wrong on my account. Recertifying my income early will have a massive impact on my tax filing status for XXXX taxes. This needs an immediate resolution and Mohela is not following federal guidelines. I have tried contacting them via phone but the hold times are often 3+ hours, which is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filed my XXXX paperwork and it was processed on XX/XX/XXXX. MOHELA never notified me. I consolidated all my loans into XXXX loans with XXXX so that they would be ready to transfer to MOHELA once my XXXX paperwork was processed and it was determined that I was eligible. I was deemed eligible for XXXX, but my loans still haven't transferred ( as of XX/XX/XXXX ). Whenever I call MOHELA and ask to talk to a supervisor, I am placed on hold for a long period of time. For example, as I am writing this, I have been on hold for XXXX hour and XXXX minutes. I have yet to reach a supervisor, and the call center folks just keep repeating the same lines such as " it takes time for your loans to transfer. '' I understand this, but it has been almost XXXX months, and they have tried to do a XXXX transfer XXXX times. When I talk to XXXX, they tell me they haven't heard from MOHELA and they can't do anything to help with this process. I recently discovered that MOHELA was reaching out to XXXX to get my loans sent over. When I questioned them as to why they were reaching to XXXX, they couldn't tell me why. XXXX has never been my loan servicer. So over the past XXXX I've called both MOHELA and XXXX, and listened to each of these services blame the other. When I suggested we do a conference call, with a supervisor from MOHELA and XXXX, I was assured that that would not help resolve the situation. I also asked if I should resubmit the paperwork, but was told that is not the issue. Yet, when I ask them what the hold up is, they can't seem to pinpoint the issue, and, therefore, we seem to be at an impasse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99577
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE plan in XXXX of XXXX. MOHELA did not approve the application until the XX/XX/XXXX payment. Their delay in processing cost me hundreds of dollars in interest that would not have accrued had they approved my SAVE plan application in a timely manner. They are unwilling to reimburse the interest accrued during their processing delay.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A