Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to express my dissatisfaction with the handling of my student loans since their consolidation on XX/XX/XXXX. I applied for loan consolidation to become eligible for the Public Service Loan Forgiveness ( PSLF ) program and requested placement on the SAVE Plan. However, I have faced numerous issues since then : On XX/XX/XXXX, I was informed that my consolidation was complete, and Mohela would be my new servicer, but I have been repeatedly placed on incorrect payment plans. Despite following their instructions and resubmitting the SAVE application five times, I have been placed on the Standard Payment Plan, IBR-C Payment Plan, and now the Level Payment Plan, resulting in monthly payments over {$800.00}, which is significantly higher than what I qualify for under the SAVE Plan. Due to Mohela 's errors, I have been placed in forbearance every month from XX/XX/XXXX to XX/XX/XXXX, causing these months not to count towards my PSLF payments. I am eligible for the SAVE Plan, and these issues are jeopardizing my ability to have these loans forgiven within a reasonable amount of time and significantly adding to mental stress and anguish.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XX/XX/2023, I received an email from Mohela stating I was placed on an administrative forbearance ending on XX/XX/2023. That same communication confirmed that the month of XXXX would still be counted towards PSLF. Since that time, the month of XXXX has been marked as ineligible on my PSLF tracker. I contacted Mohela to correct this in mid XXXX. Despite the representative looking at every available option, she was instructed that there was no manual override option, or place for her to submit my request, despite agreeing that XXXX should have been marked as eligible. I was instructed that I needed to wait for the company to correct this en masse. There is no time frame for this supposed correction to occur, and in the meantime, I have now made 120 payments and am ready to finalize my application for PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX Submitted application for XXXX payment plan on Mohela website. Mohela cancelled application because they needed supporting documentation which was not asked for during application process online. XX/XX/XXXX submitted supporting documentation. XXXX was put into administrative XXXX while application pending XX/XX/XXXX administrative XXXX expires and XXXX application not approved XX/XX/XXXX After XXXX XXXX on the phone being disconnected multiple times, customer service said that XXXX application was approved in the system in XX/XX/XXXX but not entered into my account. Representative said they are expediting rush to enter in my account. XX/XX/XXXX is my payment due date. If it is not resolved by then and adjusted to the new plan, my payments will not count towards XXXX XXXX XXXX XXXX. If they put me on another forbearance to figure it out again, it will also not count for XXXX XXXX during that XXXX because it would be called a processing XXXX which is not the same as an administrative XXXX. I have XXXX XXXX left until loans are forgiven. I should not be penalized and not granted credit towards forgiveness when I did everything correctly and Mohela is making mistakes on their end. This should not take over XXXX XXXX to complete. My previous loan servicer made changes in less than XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93405
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Back in XXXX, before my payments were meant to start in XXXX, I filled out an application to have my payment amount lowered, since I can't afford it. The application was never processed, even after calling numerous times to check on the status. I was then put on forbearance from XX/XX/XXXX, until after XX/XX/XXXX, and they assured me it would be processed by then. I got an email on XX/XX/XXXX stating my repayment schedule was changed, and now on some pages of their website, it says my payment is due, while on others it says it's due XX/XX/XXXX. Which is it? And it still has not been lowered to the amount I applied for. This is getting ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Federal Student Loan Servicer ( Mohela ) Refusal to Comply with Department of Education Guidelines Regarding Income-Driven Repayment Plan Recertification Dates : XX/XX/XXXX - Mohela notification by email to recertify Income-driven repayment ( IDR ) plan by XX/XX/XXXX or be kicked off IDR plan, which means monthly payment will increase XXXX % XX/XX/XXXX - 1st phone call with Mohela customer service ( XXXX XXXX # XXXX ) when I explained my renewal date for my IDR plan is scheduled as XX/XX/XXXX, and according to Department of Education and Federal Student Aid XXXX whom Mohela has referred me to repeatedly for further information regarding re-entering repayment after emergency Covid-19 administrative forbearance for all federal student loan borrowers according to CARES Act ), renewal dates that fall before XX/XX/XXXX will be pushed by one year. I was transferred to XXXX # XXXX who transferred me to resolution team at which time the call was disconnected due to be after operational hours at this point after being on the phone for 4 hours ( XXXX XXXX to XXXX XXXX ) XX/XX/XXXX - 2nd call answered by XXXX # XXXX. I explained the situation again and she communicated with supervisor XXXX # XXXX who submitted an IDR processing adjustment to push renewal date in accordance with Department of Education. I was told to wait up to 30 days for this to process. XX/XX/XXXX - 3rd call to check status of request answered by XXXX # XXXX who confirmed my IDR recertification date adjustment ticket was in place. I was transferred to XXXX # XXXX who confirmed my recertification date will be pushed out by 1 year in accordance with the official guidelines from the Department of Education and Federal Student Aid. She advised me to wait 5-7 days for the adjustment to update in Mohela 's system. XX/XX/XXXX - 4th call to check status as update had not occurred yet. Spoke with XXXX # XXXX who informed me that my recertification date had been pushed by one year already but that the system was not updated yet. She stated that Mohela had received communication from the Office of Federal Student Aid on XX/XX/XXXX confirming that my renewal date should be pushed by one year to XX/XX/XXXX. She assured me that I would not be kicked off my IDR plan and there was nothing else I needed to do for this to finish updating in their system. XX/XX/XXXX - 5th call after noticing Mohela account is still not updated and previous IDR processing request to push renewal date has now been cancelled. Spoke with XXXX # XXXX who messaged supervisor XXXX # XXXX. She explained to me that my renewal date has now been pushed to XX/XX/XXXX instead of XX/XX/XXXX and now I do not qualify to have my renewal date pushed by one year as previously assured by Mohela and Department of Education and Office of Federal Student Aid. I explained that my renewal date is XX/XX/XXXX and has not changed in either online system. She confirmed this on her end and stated she does not see that my renewal date has changed either. She could not explain how my renewal date was pushed by Mohela to XXXX in order to avoid pushing the renewal date by one year. I asked to speak with a supervisor and was transferred to the resolution team where an automated message stated I would be called back. I have not received a call back. The Department of Education and Office of Federal Student Aid have published their guidelines regarding entering repayment after the Covid-19 administrative forbearance in which they clearly state that any renewal dates that fall prior to XX/XX/XXXX will be pushed by one year. This can be found at https : //studentaid.govXXXX. Mohela has referred me to this website in almost all correspondence received during the Covid pandemic for any further questions I might have. The negligence and failure to process corrections to borrowers accounts in accordance with the official instructions by the Department of Education and Office of Federal Student Aid have deprived me of the relief provided by the CARES Act which was signed into law on XX/XX/XXXX. My repeated attempts to have this corrected have been unsuccessful so far. The average time spent on the phone during each call trying to correct this is greater than 3 hours. I am concerned that the inability of Mohela to provide accurate information or apply changes to borrowers accounts in accordance with the Department of Education may constitute negligence at the expense of federal student loan borrowers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39440
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2024, I made a payment to Mohela for my student loans. I paid the required {$230.00} and received confirmation on XX/XX/2024. They pulled the {$230.00} out of my bank account on XX/XX/2024. The money has not been applied to my account on Mohela for some reason, even though I no longer have the money in my bank account. I called Mohela on XX/XX/2024 to see what the issue was. They said that they were able to see that there was payment made, however, it was not applied to my account and they were unsure why. They said this payment wasn't showing up as a pending payment and that they weren't sure what was going on. They said they were going to review my account, however, I have not heard anything back from them yet about what is going on. This is an issue I would like to have addressed to avoid any negative consequences that could come. Mohela and the US Department of Education are already emailing me saying I am delinquent, however I am certainly not because the payment was made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 762XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Im currently XXXX XXXX XXXX and MOHELA is still trying to charge me even though I'm XXXX and XXXX XXXX. Ive informed them multiple times that I'm XXXX but they continue to charge me interest on subsidized loans that SHOULD NOT accrue interest while I'm XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06010
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was cursed with Mohela after the XXXX XXXX XXXX on student loans. They were my assigned servicer. They are absolutely horrible. Months go by if you send them an electronic message to which they only respond that they are reviewing your message. You never get an actual answer. You will spend most of your work day, from the job you need to pay off your student loans, on hold trying to get a customer service rep. Due to Mohela, my loans were put on another forbearance ( after the XXXX one ended ) until XX/XX/XXXX because they were being fined by the government for not handling business correctly. Back in XXXX XXXX in preparation for my student loans coming out of forbearance again, I went to the Mohela website and signed up for email/text notifications of all payments due, past due or auto debited from my account and also signed up for auto debit of all future payments to come directly out of my checking account. I never received any communication from them but in XX/XX/XXXX I went to their website and it showed that my auto debit was all set up for my payment to come out for my XXXX XXXX payment. Today, XX/XX/XXXX, I realized I have never received a notice from my bank about my payment being drafted. NOR have I received a single text or email from Mohela about my payment being due or being late. I log on to the website and low & behold they are saying my payment is delinquent. My auto debit on the screen shows nothing and I have no messages on their site either. I call customer service, was told it would be a 41 minute wait, at 59 minutes, I had to end my call to take a call from my child who was stranded on the side of the road with his vehicle. I called again and requested a call back. ( By the way, you have to sit in the que for almost 5 minutes just for the option to request a call back. ) The rep called me back 42 minutes later. She offered nothing. She said her system showed her that I received every text notification about my payments & that they sent me a letter XX/XX/XXXX saying that my auto debit would not be ready until XXXX XXXX. I never received this. Had I received this, I would of immediately made my XXXX of XXXX payment until the auto debit kicked in for XXXX. The rep read off my phone number, my email and my mailing address, yet she had no possible idea why I haven't received a single communication from them. Nor have I received any electronic communication from them regarding this XXXX of XXXX payment. This company is fraudulent. I made my XXXX payment this morning and specifically warned the rep that if my " delinquent '' payment is posted to my credit report, I will be contacting legislators. Furthermore, this particular " customer service '' rep HUNG UP ON ME... .simply for pointing out that with the thousands of complaints against them, they won't have a job much longer. If this goes on my credit report, another complaint is coming to you guys and the XXXX which I also reported them too. I am not trying to not pay, I just don't want to be forced to work with crooks. They are not working for us, they are making it impossible for us to take care of our obligations. You can already see the thousands of complaints on this site and the XXXX regarding how Mohela is doing business and how they are hurting the consumer. I am not deliquent, I did my due diligence and signed up for the auto debit as they suggested on their site so that I do not miss payments. I also signed up for all electronic alerts so that I could stay on top of my payments and this company wants to treat me like I am trying to hide from my payments. They are only going to continue to lie to the consumers and say that they did everything on their end, when they clearly have not. I encourage everyone that deals with them like I had to, to voice their complaint and take it as high as you can.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: 596XX
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 I consolidated my loans per Federal Student Aid and Mohelas advice. I was advised to consolidate because per the PSLF program I am currently in I had 118 out of 120 payments needed for forgivenness per the program. Mohela recommended I consolidate in which case I would have one loan and get my 118 qualiying payments back in addition to being put on an IDR plan for my last two payments. I took these actions and since then not only will Mohela not give me my 118 PSLF qualifying payments back, but they will not allow me to go on an IDR plan for the last two payments, instead they are charging me over {$1100.00} for a monthly payment when I payment should only be {$130.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-30
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Mohela was sent a check for {$6500.00} from the state of Illinois as an award from on my behalf for the social work shortage that exists in the state of Illinois. Mohela never debited the check to my account. In addition, Mohela has yet to check my public service loan forgiveness application and they are currently charging me monthly payments even though I should be in forbearance for being in school at XXXX XXXX. When I contact MOHELA on their website through their messaging portal, they never respond and have deleted past messages that I sent them from my account. In addition, they do not answer the phone when options are clicked for a customer customer service representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2024-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A