Date Received: 2023-11-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am encountering a number of egregious practices on MOHELA 's part to prevent me from qualifying for PSLF. I've been working for 10 years without a gap in employment in public universities and now that I have actually met the 120 qualifying payments, the first issue I encountered with MOHELA was they somehow missed counting 5 months of my certified employment ( which was odd since I saw the paperwork provided by my employer and dates were typed and difficult to misinterpret ). I called MOHELA 's PSLF department on and had my form re-processed on XXXX and on XXXX my PSLF tracker reflected 120 qualifying payments. The second issue, and the most egregious, is now that MOEHLA acknowledged my 120 qualifying payments and while I thought my account was being reviewed by the Federal Student Aid department, I was just notified ( XXXX ) that MOHELA put my account on an " Administrative Forbearance '' which was applied retroactively to my XXXX and XXXX payments ( which was previously a qualifying payment, I have documentation of this ) now putting me at 119 qualifying payments- coincidentally one payment away from qualifying for PSLF. I don't know how it is legal to put my account retroactively on an administrative forbearance, without any information or consent, and take away my qualifying payment?! I have copies of my 120 qualifying payments in their system since I printed the pages to pdf and documentation of the payments I made on time. I feel completely powerless against this lender and I will now sit for a day on hold trying to sort this out. I believe these actions are evidence of MOHELA 's attempts to prevent me, and undoubtedly others, from receiving student debt relief that they qualify for via PSLF.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84403
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I am a young professional beginning to process of repaying federal student loans after the repayment pause from the era of the COVID19 pandemic. I applied for the XXXX repayment plan on XX/XX/2023 through the service provider XXXX and was approved. I then began applying for XXXX XXXX XXXX XXXX ( PSLF ) on XX/XX/2023 and was transferred to the service provider MOHELA. My PSLF payments were approved. Currently, my loans are under a mystery repayment plan called " SAVE-Alternative '' that does not reflect the payment amount promised in my approved application from XXXX or XXXX my account with the federal government. All attempts to contact MOHELA via phone and portal messaging to gain more information about this payment plan have failed thus far. Additionally, my new application ( submitted XX/XX/2023 ) to correct my repayment plan to SAVE have been met with significant and unreasonable delays of up to 90 days, and my loans are still showing as being due on XX/XX/2023 despite the fact that they should be in forbearance while my application is being processed. Please help me come to a reasonable resolution with an unreasonable institution called MOHELA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48108
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-26
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: On XX/XX/23 submitted an application to be placed on an income driven repayment plan. Was placed on one that was still not within my affordable budget. Now I have a larger payment than before and are placed back on the standard, level payment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied to the SAVE repayment plan in XXXX XXXX times. In XX/XX/2023 my application was finally processed and I was placed in the SAVE plan. I was also automatically entered in deferment due to being in school. I requested and filled out paperwork in XX/XX/2023 to have automatic deferment removed from my account. This was not correctly processed and In XX/XX/2023 I was removed from deferment and the save plan and placed back into a local plan. I just want to be placed on the SAVE plan and not automatically be entered into deferment. I have been attempting this since XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21236
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: OnXX/XX/XXXX, I sent the following message to MOHELA, and as ofXX/XX/XXXX, MOHELA has not responded to my request for information : " Hello, I received conflicting information from MOHELA about the status of my repayment. I got a letter in the mail on XX/XX/, which said my repayment under XXXX was correctly recalculated to {$200.00} and my initial repayment was due on XX/XX/ Also, under my online PSLF payment tracker it shows that XX/XX/ was not an eligible month that counts toward my PSLF payment count. However, my online account has this message posted by MOHELA : 'We are in the process of updating your account. For some or all of your loans, you will not be due for payment until afteXXXX XXXX XXXX, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/. The months from XXXX through XXXX XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness [ PSLF ], 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 need clarification on whether my initial repayment of {$200.00} is due on XX/XX/, or whether my repayment will not start until after XX/XX/. And please confirm that all months from XX/XX/ through XXXX XXXX will count toward PSLF. Thank you. Sincerely, [ XXXX and XXXX XXXX ] ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/2023 I was informed MOHELA has placed an Administrative Forbearance on your account. I called on XX/XX/2023 to see why, and was told it was a processing forbearance. I have been on the standard/level repayment plan for over a month at this point and an auto debit under this plan was actually withdrawn on XX/XX/2023. This is the payment plan I requested to be put on after I was denied PSLF eligibility for my current employer. Mohela has no reason to place my account under this administrative forbearance and in doing so, has removed my auto debit and subsequently the 0.25 % interest rate deduction. Meaning I am paying and accruing more interest until this forbearance is lifted from my account, which I was told could take 45 days or longer. This HAS to be illegal placing someone on a forbearance against their will and STILL allowing higher interest rates to accrue. After being escalated to a supervisor, I was told it would be escalated to be removed quicker and still no explanation was provided why the processing/administrative forbearance was placed on my account when I was on the standard plan and did not apply for any other plan. Mohela needs to be investigated for predatory behavior and charging higher interest rates from forced forbearances. Furthermore, if an administrative forbearance was placed on my account on XX/XX/2023 according to the documents attached, HOW and WHY was auto debit still happening on XX/XX/2023? This makes NO SENSE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77833
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: This is a problem with MOHELA and an incorrect monthly payment. My loans were originally through XXXX. After I made first payment for XXXX, I was switched to MOHELA verifying my employment for PSLF. On XX/XX/XXXX, I got my first email from MOHELA confirming that my loan was transferred, and I needed to set up my account. On XX/XX/XXXX, I got a second email saying my loan payment was past due. When I checked my account on XX/XX/XXXX, my account had a past due payment for {$1300.00}, when my payment under PAYE should be {$330.00}. On my account under the " Income Driven Repayment Details '' tab, it is still showing the correct information under PAYE. I called MOHELA XX/XX/XXXX and was on hold for 100 minutes before I was able to speak to someone about my issue. After they spoke to a supervisor, they were still unsure why it was showing the correct information in my IDR Details, but that's not what they charged me. They said they would re-run my information and that should fix the issue. When I asked how long that would take, they told me 3-5 days. Just now, XX/XX/XXXX, I got a letter dated XX/XX/XXXX from MOHELA that my request was received and will be processed in the next 90 days. My next payment is due XX/XX/XXXX, which I also haven't gotten a statement for. I can't pay the {$1300.00} past due on my account, let alone the payment due XX/XX/XXXX when I should be paying {$330.00}. I have auto debit set up, and if the {$1300.00} had been taken out of my account, it would have overdrawn. I believe the only reason it didn't do that was because MOHELA didn't my have my account set up at the time the payment was due. I don't want to remove auto debit so I can get the discount on the interest rate, but I'm going to so I don't get charged unnecessarily. I also qualify for a loan assistance repayment program through the University XXXX XXXX XXXX XXXX and need to submit my application for that by XX/XX/XXXX. I need to submit my latest statement as part of the application, and I'm concerned I'll be denied if the statement isn't accurate to what my payments should be. Because of my income, the university should be paying 100 % of my student loans as long as I'm approved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have 2 federal student loans serviced by MOHELA. When the SAVE plan was announced, I immediately filed an application to switch my payment plan to the SAVE plan, as I would save over {$100.00} a month. MOHELA confirmed receipt of this application on XX/XX/. MOHELA did not process the application in a timely manner, and placed me on an administrative forbearance through the end of XXXX to give them time to process the application. I received a bill for my first payment on XX/XX/, due XX/XX/, with the amount I was paying on my original plan due. The following day, my SAVE application was processed, and my new monthly payment was put into effect, but did not apply to the bill I was issued the day before. I called MOHELA and they told me that because the bill was generated before the SAVE application was processed, they could not retroactively apply the new payment amount to the generated bill. They waited literally 1 day until after the bill was issued to process the application... for an application that I put in several months before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I consolidated my student loans in XXXX with XXXXXXXX XXXX and then reconsolidated them again in XXXX with XXXXXXXX XXXXk for which i am still repaying at a rate of {$390.00} per month. Now I am getting bills stating I still owe an additional {$28000.00} by MOEHLA and they are asking for {$330.00} per month. I am unsure why i am now being told I owe the original amount when i consolidated everything. I am a registered nurse, and i have been working non-stop since graduating school in XX/XX/XXXX. I am currently enrolled in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXXXXXX University in NJ. I believe the bills i am receiving are a mistake AND i also am still in school so i should not be charged repayment at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Loan has been fully discharged by the US Department of Education XX/XX/2023 yet is still carried as Open with Delinquencies by XXXX and XXXX credit bureaus. Information cleared on XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32792
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A