Date Received: 2023-11-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried on several occasions to change my repayment plan from level to extended fixed. I originally requested this in XX/XX/XXXX ( I dont have the exact date given they didnt send receipt ) through mohelas site and repayment calculation tool. Mohela did not process my original claim, nor send any receipt of my request. Instead, they placed my loan into administrative forbearance. After the forbearance period ended they still had not changed my repayment plan. Despite spending hours on the phone I have not been able to contact anyone at Mohela to address this and have resubmitted my request to change ( XX/XX/XXXX ) my repayment plan structure.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The issue I am having : XXXX out of my XXXX total federal student loans are currently being reported twice as duplicate accounts on my XXXX credit report. There are XXXX federal student loan accounts being reported under Dept of EdXXXX and the same XXXX accounts are also being reported a second time under Mohela/Dept of Ed . The duplicated accounts listed twice under both XXXX & MOHELA are all reporting as open with a balance. The loan servicer changed from XXXX to Mohela earlier this year. I previously had an issue with XXXX of my federal student loan accounts being duplicated on my XXXX XXXX XXXX credit reports, which was resolved after submitting a credit dispute. However, the issue with XXXX is much more serious, as my total federal student loan debt is now incorrectly being reported as XXXX instead of XXXX and XXXX has not corrected issue with my federal student loan accounts being duplicated even after submitting a dispute multiple times. I sent a message to MOHELA customer support on XX/XX/23 informing them of credit reporting issue. I also submitted a complaint on XX/XX/23 with the U.S. Department of Educations Federal Student Aid Office ( studentaid.gov ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Since XX/XX/XXXX ( XXXX ), I have been applying to be on the REPAYE/SAVE program, both through MOHELA 's XXXX and through the Federal Student Aid application, in order to pursue PSLF. Nevertheless, my multiple applications had been rejected or cancelled since then. I recently talked with a MOHELA representative on XX/XX/XXXX, who stated that it was due to errors with social security number not populating ( on my end, all demographic information was auto populated when completing those applications and there was no missing information ) and that my tax information was not uploaded ( when XXXX was, in fact, able to pull my XXXX tax information to calculate my payment ). Without my consent, and while my XXXX of many XXXX applications was still processing, I was put on the Level repayment plan and was expected to start making payments that far exceeded what I would be expected to pay on XXXX, given my XXXX. I called MOHELA and sent a letter on XX/XX/XXXX specifically requesting to be put on administrative forbearance while my application was processing. This forbearance was approved up until XX/XX/XXXX. My most recent application from early XXXX was finally processed and approved over the XXXX holiday. However, I noticed the plan does not go into effect until XXXX, so I am expected to make payments on the level plan to which MOHELA defaulted me despite my numerous attempts at trying to get on an XXXX plan that was affordable. I started trying to apply for REPAYE/SAVE prior to the XXXX payment restart so that I would not be in a situation like this. The amount that I am expected to pay for the Level repayment plan drastically exceeds what I am expected to pay on the XXXX plan ( {$0.00} ), given my XXXX. It does not make sense to me why it would take over a month to reflect the change to an IDR payment plan, given that it is already approved. MOHELA should either allow me to start the XXXX plan for this upcoming month of XXXX to begin my repayment process or allow my administrative forbearance be extended during the time period, given that they apparently still need more time to process this IDR application. It has taken MOHELA months to process my IDR requests and they have explicitly lied about reasons as to why my applications were cancelled or denied ( which I was able to check on through my portal in Federal Student Aid ). I have spent far too much time try to resolve the countless errors that MOHELA has made and all I would like is to pay the correct payment amount for the plan that I requested months ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied to the SAVE program in XXXX through studentaid.gov because XXXX website was down. They got my application 5 days later and it has been processing ever since. I have gotten XXXX word or updates to why there could be any delays. When I called, and asked if this forbearance would count toward my PSLF they said No, which is incorrect. My forbearance has run out as of today with no communication regarding my SAVE application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97005
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In Fall XXXX, I had XXXX payments counting towards my PSLF. I submitted an Employment Certification to MOHELA on XX/XX/XXXX as I was approaching XXXX payments. When following up on that employment certification, I was advised of conflicting information by MOHELA- first that the certification would be processed within 30 days, then 45 days, then 45 business days. Dealing with the scenario, led to the current situation. My dealing with MOHELA relating to this situation have led me to question whether they are meeting their fiduciary obligations to borrowers. I signed into my MOHELA account on Monday XX/XX/XXXX, and there was no information aside from a message that my loans were in good standing. The balances were XXXX out, and there was no PSLF payment tracker. Any other information related to the loan was not available. When i called MOHELA to inquire, I was told that my loans had be deconverted. I was not given any specific reasoning for this, but was told that this happens when : loans go into default ( mine were not in default ), when there was a request to consolidate ( had not requested consolidation for many, many years ), and when the servicer changes ( had not requested a change in servicer, and I am enrolled in PSLF so MOHELA is the default servicer ). Since none of these scenarios applied to me, I continued to question why my loans had been deconverted. After a substantial amount of time speaking with customer service, and being transferred multiple times, i was told my loans were deconverted due to a need to change the interest rate- my loans have a fixed interest rate. Eventually, I was told my loans will come back online in 3-5 days. There was no explanation as to why this event occurred, and it was clear from speaking with MOHELA 's customer service, that they have no idea why this occurred either. Or, worse, if they do know why this occurred, they would not tell me. I repeatedly asked for documentation related to the conversion and who directed it and why. I was told that I am not permitted access to that information. As I continue to track my account, as of today XX/XX/XXXX, my PSLF tracker has gone DOWN from XXXX payments, to XXXX payments, and there are NO payments showing from XXXX XXXX. I have PAID my loans every month of every year, since enrolling in PSLF. I have not been in any forbearance, and have paid- even when not required. Whatever MOHELA did related to this deconversion has completely altered and messed up my standing in the PSLF program and with my account as general. There is no transparency and dealing with their customer service is truly a nightmare. On XX/XX/XXXX I spent over 3 hours on the phone with MOHELA, the MAJORITY of this time was spent on hold. The following documentation is included : - the e-sign application for my XX/XX/XXXX employment certification. - screenshots of time spent with MOHELA on the phone on XX/XX/XXXX ( 2 screenshots ) -prior communication from XXXX counting my PSLF payments- as you can see from the documentation, I had payments above and beyond XXXX which is what MOHELA currently lists . -Employment tracker- showing that i have continuously been employed in public service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19601
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: On XX/XX/XXXX, MOHELA processed and updated my employment verification on my loans ( sequences XXXX and XXXX ). This information put me over the required 120 payments as a part of the PSLF program. However, as of XX/XX/XXXX, the amount owed information on my account summary page does not reflect the forgiveness of these loans and still shows I owe an overall balance of {$100000.00}. My account summary is also showing that I have accrued {$6600.00} of interest as of XX/XX/XXXX. These amounts are incorrectly reported, with loan sequences XXXX and XXXX being forgiving ( 121 of 120 payments applied to my account ), I should have a remaining balance of {$31.00}, XXXX. The amount of accrued interest is based on the incorrect amount of {$100000.00}. I have called MOHELA to have these numbers adjusted correctly for my account on XXXX XXXX and XXXX XXXX. These incorrectly reported numbers are also inaccurately appearing on my credit report, affecting my debt-to-income ratio, thus effecting my overall credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 41017
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: PSLF : I work for XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX and it is listed as undetermined, which is impacting the status of my PSLF. I have uploaded supporting documents and completed the application to have my employer approved ( many times ). My employer is still listed as undetermined which is directly impacting the amount of payments I have left for the PSLF. I have waited on hold for 3 hours at a time to try to get this resolved. From last year until present day, I have never received any update on this. I just recently received a letter stating that I have to complete a full application for a review to of employement to be completed. I can not complete any other applications as it will not let me move on without the eligiblity of my employer. My 2 former employers have signed and completed it. I also tracked my activity and it states that one of the PSLF applications is a duplicate form and one was processed, even though they are 2 different employers. The one on XX/XX/23 was processed form the XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX is listed as a duplicate form on XX/XX/23. I was then changed to a payment plan that was not eligible undeer PSLF. I spent hours on the phone and to get this resolved and put it into forebearanace until this was resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I was XXXX to a XXXX XXXX in XXXX and informed Mohela. They let my account accrue interest over this time period over my objection. I paid {$10000.00} at the end of the XXXX, a large portion of this paid the interest that accrued during the XXXX. I have had many problems with this company over the years and have addressed this issue to them several times. I again messaged them about this interest charge specifically again on XX/XX/XXXX. At that point I asked for a review of my account for the period of the XXXX and a refund of the interest paid. Since then, I have written Mohela 7 times asking for updates and have received several answers that clearly dont address the issue. The last several responses have only stated the information is being reviewed. This has now gone on without a response for over 7 months and I havent heard anything from the company in 6 weeks. This company goes out of its way to be unhelpful and get as much from the accounts it services as possible, even if it has to ignore the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently started a XXXX XXXX XXXX XXXX XXXX, so I signed up for the Public Service Loan Forgiveness ( PSLF ) program. To do this, I was required to consolidate my loans and be placed on an income driven repayment plan ( IDR ). My loan servicer was changed to MOHELA. Ever since my loan servicer was changed to MOHELA, I have had nothing but issues including being told blatantly incorrect information that contradicts information on this website ( department of education ). First, MOHELA denied my IDR application with because " you do not qualify for the repayment plan you requested '' with no further explanation. When I called to ask about this, they also provided no explanation and forced me to verbally submit a new IDR application for the SAVE plan, instead of the PAYE plan I originally requested. Second, because I had to submit this new application, I was told my account would be placed in administrative forbearance until XXXX or XXXX of XXXX to allow them to process this new application AND that no payments would be due, no new interest would accrue, and these months would count towards PSLF. Well, that wasn't the case because a week later, I was notified that I had a payment due for XX/XX/XXXX. I called again and was told that I have a payment due because I am not on an IDR and that my original application was denied. I explained that I was told that I would be put in administrative forbearance, but the individual I spoke to told me that my interest would accrue and my payment would be due and that the payment would not count towards PSLF because I was not on an IDR. See the problem here? MOHELA is completely incompetent at handling my and many others student loans. Finally, I was told that for my account, they can place a new administrative forbearance until XXXX while they review my new IDR application. Who knows if my interest will accrue or these months will count towards PSLF? Their system is very unclear with communication and what exactly will count as eligible payments, interest, and PSLF. I will be filing a complaint with the consumer financial protection bureau, and contacting my representatives and senators as well. This is an outrageous company to be dealing with and causing me undue stress as I attempt to get PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Hello, I have tried to log into XXXX but continue to get an error message. However, I am able to pull up my free credit report from XXXX. After making a payment of {$10000.00} to my loan servicer ( formerly XXXX ) in XXXX, I monitored my credit for changes. I didn't see any changes that concerned me. After a refund was requested on the {$10000.00} payment to Mohela ( formerly XXXX ), my loan servicer, in XX/XX/XXXX, my once Excellent credit score dropped about XXXX points ( formerly XXXX but it used to be higher however the credit health function on the XXXX XXXX website does not let me view beyond 1 year ). While XXXX XXXX had a note that this was due to a balance increase, I was never provided documentation from either XXXX or XXXX detailing why it dropped so much upon request. From my understanding, the payment history has the highest impact and I have never missed a payment according to my credit report ( see attachment ). I reviewed my financial history and credit report and I have reason to believe that my loan servicer did not provide accurate information to XXXX or XXXX which resulted in a drastic decrease to my XXXX score. As of XXXXXXXX XXXX XXXXXXXX, my loans have been paid in full and this is still not reflected in my recent credit report and my credit score has never returned to what it was before. I would like to request an investigation or a detailed explanation as to why, without a history of missed payments, my credit score has decreased drastically. I understand the balance increase after the refund was requested, but from my understanding, a balance increase only temporarily decreases your XXXX score and is not considered as high impact as missed payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A