Date Received: 2023-11-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of 2023, my student loans were discharged as part of the XXXX XXXX XXXX XXXX. I am entitled a refund for the amounts paid over the years. I have requested this information on multiple occasions directly with Mohela with no response. I have called multiple times to be hung up on or eventually disconnected after waiting on hold for hours as the agents are unable to answer my question and require research.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have XXXX federal loans serviced through Mohela, all eligible and being counted for XXXX. XXXX of my loans ( Loan # 's XXXX and XXXX ) have already met qualifying criteria for forgiveness. I have been waiting on Mohela to process the paperwork for my employment certification ( submitted on XX/XX/23 ). Hence I have been charged for these loans in XXXX, XXXX and it appears again in XXXX even though I should have XXXX qualifying payments. To make matters worse, Mohela strangely put my remaining loans in forebearance, meaning I am not getting any credit for payment on these AND am being charged interest. I have called at least XXXX times to get this corrected with each representative giving me different and conflicting information. I have asked to speak to a supervisor and no one will let me. I have sent emails on XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, and XX/XX/23 with no response. So Mohela is charging me on loans that should be closed and disallowing me from paying loans that I need to pay to meet my XXXX qualifying payment count, and charging me interest. It feels like this company is intentionally stealing from it's consumers. I've raised this issue with my congresspersons and am advancing it here for hopeful resolution. Mohela has acted with complete disregard every time I've called to try and gain resolution and I refuse to continue to be taken advantage of like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela is illegally trying to force borrowers to recertify before they are required to even though it says on the Student Aid. Gov website that borrowers did not have to recertify during to the pandemic or for 6 months after. Because of Mohelas illegal behavior, I am now in forbearance waiting to be placed back on the IDR plan I was on before the COVID pause. My loans have accumulated interest that they should not have because of this. I have already filed one complaint and I am still waiting to for Mohela to correct their mistake. I believe Mohela is committing a crime by intentionally giving out misinformation that is easily verifiable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Company placed my loans on forbearance without my permission. They made mistake with documentation. I have used both their service and have called. Each time I have either gotten no response or response that is completely irrelevant to the questions I proposed or someone who told me they would fix the problem within five business days and yet it has never been done. I have been working on getting a response now for over two months and yet have not heard a word overall, my impression is that this company is completely incompetent. I am also perturbed that they have continuously made decisions about my loans without my permission, and without notification about such decisions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am on PSLF program. I was placed on forbearance. I never asked to be placed in forbearance. It was done without my knowledge. I have twice requested to be taken off forbearance by phone. Twice no action taken and I am still in forbearance. I have missed one month of payment and thus 1 month has been added to how long I am with PSLF. Mohela is not taking me off forbearance. Mohela is not responding to my emails. Please help as this is now costing me time. Thank you : )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 87108
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In early XXXX, I applied for all XXXX of my XXXX XXXX XXXX XXXX MOHELA to be put on the XXXX XXXX XXXX XXXX anticipation that XXXX would become XXXX On XX/XX/XXXX, all XXXX were approved for XXXX. On XX/XX/XXXX, I received a letter saying only XXXX of my loans were switched to XXXX, while the other XXXX were still on XXXX. I received no follow up emails. On the weekend of XX/XX/XXXX, I logged into MOHELA to check the status of the loans, and say that the XXXX that were on XXXX were switched to XXXX without any notification. The payment amount is somewhere around XXXX what it would be under XXXX. I called them on XX/XX/XXXX to try and rectify the issue, and was told that " there is just no notes on the account so they can't see what happened. '' and I would need to re-apply for XXXX. They made no guarantee this same thing would not happen again, or that the I would be approved in time of my forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44514
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX I inquired with Mohela regarding refunding payments made during the payment pause for COVID-19. I received an automated response stating that the request for refunds had been submitted and there was nothing I needed to do. I subsequently called Mohela a few days later and spoke with someone who told me there would be 2 refunds : one for payments made directly to Mohela and the other for payments made to XXXX during the period of XX/XX/XXXX to XX/XX/XXXX. I received the refund from the payments to Mohela on XX/XX/XXXX, but was told that the XXXX refund could take 90 days. After 90 days passed I subsequently called again in Late XXXX/Early XXXX to ask for a status of that refund. I was told they accidentally closed out the refund request and would re-open it. I messaged them again on XX/XX/XXXX and again XX/XX/XXXX with no response. Today I called ( XX/XX/XXXX ) and was told my refund request was cancelled as it passed a date of XX/XX/XXXX. Even though my original message and request was in XXXX I am now being unfairly treated for money that was overpaid during a very hard financial time seeing prices increase for everything. Now I am struggling trying to make ends meet while counting on receiving this refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I hope this message finds you well. I am writing to bring to your attention an issue I have encountered with my student loan account. Currently enrolled in the Save plan, I was surprised to discover that I had been automatically signed up for deferment without my knowledge or consent. Despite being on the Save plan with a zero payment, I noticed that interest is accruing daily on my total loan amount. This situation is perplexing to me, as my understanding is that the Save plan should waive it once the scheduled payment is done. I urgently seek clarification on this matter, as the interest on my account has been steadily increasing. I previously called and spoke to Mohela staff, but unfortunately, their responses were contradictory. One representative mentioned that the increased interest is due to existing interest and that that is only happening on that, citing a figure of {$360.00}, while another suggested it was because of deferment, which I explicitly did not request. I requested to remove that, and she said it would be 5 to 7 days, but the other person said 30 to 45 days. I find it alarming that the interest has risen from XXXX to XXXX in just one month, a rate that seems implausible even with a 10 percent interest rate ( my interest rate is 5.05 % ). I am concerned and would like to request an explanation for this discrepancy. Furthermore, despite my attempts to address this issue through phone calls again, I have been unsuccessful in reaching Mohela customer service. After being on hold for an hour, I was unable to connect with a representative. I request their prompt attention to this matter, an explanation for the unexpected deferment, and clarification on the daily interest accrual. I would also like to be answered in written format, as the customer service staff gave me misinformation. Additionally, I would appreciate your assistance in waiving the accrued interest, as I did not request nor authorize the deferment. Thank you for your immediate attention to this urgent matter. I look forward to your prompt response and resolution. Sincerely, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My grievance is with the loan servicer Mohela. I should be at XXXX payments of my loans this month ( XX/XX/2023 ), however I was placed in a random forced forbearance in beginning of XXXX. I waited on hold for XXXX XXXX hours to get the forbearance lifted. I was told that my XXXX payment ( already paid ) would retroactively count towards XXXX despite their mess up. XXXX forbearance was lifted. XXXX weeks after that I got a email stating that I missed my XXXX payment. I signed back in to find that Im again in forbearance until XX/XX/. My XXXX count still shows only XXXX out of XXXX, but now also shows XXXX ineligible payment ( my XXXX payment ). I did not receive any letter, stating that interest does not accrue during this current forbearance, or that it will count towards XXXX. I actually got a letter stating that interest will continue to accrue during this time of forbearance, not mentioning anything about XXXX. It is almost impossible to get anyone who can actually help on the phone for XXXX reasons ; XXXX. It takes hours of holding to actually get anyone on the phone, and XXXX. Once they answer they are generally training so do not know how to help you. This is too time consuming for someone with a full time job. Irritatingly, different people you talk to give you different answers for the same question.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27104
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: First, there are extremely long wait times to talk with Mohela representatives. I waited 45 minutes today to speak with someone who couldn't fix the issues. Once on the call, I was put on hold for another 45 minutes, waiting for a supervisor. Second, I have set up auto debit payments on my Mohela account. The financial information is correct because I can make one-time payments. In XXXX and XXXX, I received email notifications that my financial institution had declined the payment request. I contacted my bank and they have no record of a payment request. They did have the record of the one-time payments that I made late. The financial information for the monthly payment and the one-time payments are exactly the same. Apparently, Mohela can receive one-time payments but their auto debit system is not working and they are threatening to report me to credit reporting agencies. Third, on XX/XX/XXXX I submitted a PSLF Employment Verification letter. I have confirmation from the Department of Education that this letter was sent to Mohela on XX/XX/XXXX. This verification confirms my employment over the last 2 years and will affect the number of payments that I have yet to make. They said that it could take up to 90 days to process this ( which is an unacceptable amount of time to begin with ). After 100+ days and 1.5 hours on hold, they said that there was an issue with the employer signature. After asking them what the issue was, they couldn't tell me. This system of hiring out for-profit companies to manage student loans is crazy. What incentives do these companies have to provide adequate personnel and services? I'm literally still on hold after asking to talk with a supervisor to try to figure out what else I can do to have my auto payments work and to see why my PSLF verification hasn't been processed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97520
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A