Date Received: 2024-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a letter from MOHELA on XX/XX/XXXX stating my account was in forbearance through XX/XX/XXXX. On XX/XX/XXXX I received a billing statement with a payment due date of XX/XX/XXXX for the amount of XXXX XXXX I called MOHELA on XX/XX/XXXX as I noted my account stated I was overdue. I spoke with XXXX. She was awful. She did not look into what I was asking about but she did advise me TWICE that since my account was overdue all information from this call would be sent to debt collectors. I asked to speak with a supervisor and was denied. After over an hour of being put on hold over and over so XXXX could research my account I was eventually transferred to a line to leave a message requesting a return call. I paid the amount due online out of fear of being reported to a credit agency, A supervisor named XXXX called me the next day and was hostile from the beginning because I would not provide my social security number to him. I did provide my account number. XXXX did not assist me with this issue or with the issue regarding my account reflecting that my XX/XX/XXXX was listed as mot eligible for PSLF due to being in forbearance. My financial well being is at the mercy of a company that is not equipped to do what they are tasked with doing. Between the hostility and the long wait times and the tactic of being put on hold over and over this is causing so much stress and anxiety.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89523
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: I have been in contact with Mohela since XXXX trying to be placed on the right repayment plan and nothing has been resolved in 7 months. This is unfair business practices. I have never had an issue like this before. I requested to be placed on the graduated repayment plan and that was denied. I spoke with a supervisor named XXXX and we worked to put loans 1 through 7 on the graduated repayment plan and loans 8 and 9 on the save plan. That was denied. I feel I am being unfairly mistreated and someone in the Mohela department is tampering with my account. Why would someone deny a request that a supervisor put in? I am never contacted and told why the requests are denied. I spoke with a supervisor name XXXX on XX/XX/XXXX and he stated that he would put all of my loans in forbearance until the issue is resolved. I received a message yesterday that loans 4 and 7 are due for repayment. I am lied to every time I call. This is extremely unfair treatment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76248
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I am submitting a complaint against my student loan servicer, Mohela. I applied for the IDR program in XX/XX/2023, and Mohela failed to process my paperwork promptly. Despite multiple calls, I was told my paperwork was still being processed. I had to call at least five times to place a forbearance on my loan while waiting for the paperwork. The first bill I received from Mohela in XXXX was just one week before the payment due date. Mohela only allowed me to place a forbearance for one month and continued billing me. I had to keep calling to extend the forbearance while the IDR was being processed. In XXXX, I was informed that the IDR was not sent to the correct department and had to be resubmitted. As of XX/XX/XXXX, it still stated that my IDR was being processed. Once again, I had to call Mohela to inquire and ask to put my loan on forbearance, as I received a bill with a XXXX due date. The representative couldn't help, and I was transferred to a supervisor who was supposed to call me back within 24 hours. The call didn't happen as promised. On XX/XX/XXXX at XXXX XXXX, a supervisor called me back, and after a 30-minute conversation, blamed the XXXX Department of Education for not forwarding my income verification. This contradicted my submission of all required information in XX/XX/2023. I was then asked to certify my income over the phone and have the IDR resubmitted for the third time. Mohela 's handling of applications and customer service is subpar, exhibiting disorganization, long hold times, delayed form processing, and errors necessitating multiple calls for forbearance due to their mistakes. Not to mention all the issues on them processing the student loan forgiveness applications in a timely manner. Please address this issue promptly. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33908
Submitted Via: Web
Date Sent: 2024-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been trying to submit XXXX Deferment forms to Mohela for years. As mentioned I am in treatment for XXXX XXXXXXXX. I have submitted XXXX deferment forms since XXXX of XXXX. Mohela says they accept the forms online, but then it isn't connected to their billing department or something. Mohela refuses to schedule a meeting with me, despite me making clear that I am unable to just answer the phone when they call because of treatment or knowing I can't devote over an hour of time at that moment to meeting with them. I find calling them to be traumatic. Each time, I end up with a random customer service agent who has to come up to speed on the situation ( 45 min ), I'm on the phone for an hour+, and no one explains what's happening or WHY I'm having trouble. The agents says " someone will call you, '' but when I say that options doesn't work for me, can we schedule a time over phone or email, they say Mohela doesn't do that. The agents ( now 5+ at least ) can't resolve the issue or have someone schedule a meeting with me ( for example XX/XX/XXXX XXXX or XX/XX/XXXX XXXX ). Agents I speak with are frustrated on my behalf because they can see in the system ( as can I ) that the forms are listed as received and approved ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ), but I'm still being billed and reported to credit as delinquent. The agents even describe the whole situation as odd because it is like the forms acceptance, despite taking months to approve, and the billing/delinquent system aren't communicating, yet no one on Mohela 's end is figuring it out. There are no letters stating " this is what isn't working with your form, '' just you're delinquent and being reported. In the meantime, they have reported to my credit ( 120 days ). It's my only negative report. I lodged a formal complaint with them ( XX/XX/XXXX ), and only response I received ( was to send me the same forms again without any clarification of what didn't qualify on the previous forms or why they had been accepted but not applied. In summary ( response attached ) from XX/XX/XXXX : " Our records indicate the date indicated on your deferment form request ended treatment on XX/XX/XXXX and would only be applicable for another 6 months. '' No acknowledgement of my conversations with staff in XXXX or XX/XX/XXXX when said it hadn't been processed, the accumulated delinquency, credit reporting XX/XX/XXXX- XX/XX/XXXX, when I should have been on either the XXXX deferment or the federal COVID forbearance. Mohela didn't apply the COVID relief forbearance appropriately in my case either. It was suppose to be in effect until XX/XX/XXXX. Note that all of this was being reported and happening PRIOR, and the agent told me I had to specifically request that COVID forbearance. I'm not sure if I should include all the forms as they have personal information, but I am more than willing to give you anything you need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62025
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XX/XX/2023, I requested a refund of my payments made during COVID ( XXXX XXXX XXXX ). As you know, payments were suspended during the pandemic, but I chose to continue to pay as I did not want to lose any ground. I am a XXXX and, eventually, I hope to have some or all of my loan forgiven. I found out that even if one did not pay during the pandemic, one could still have the credit for the time. I also found out that I could be refunded the money I paid in and keep the time. So, I called MOHELA and requested a refund. The amount would be around {$20000.00}. They asked a few questions and told me that I would get a check between 60 and 90 days. I did not receive my refund. I called again in XX/XX/2023. I sent an email in XXXX or XX/XX/2023 and called again. They claimed that they had processed the refund and it was in the hands of the Department of Treasury. I haven't yet received any money, but the amount owed was promptly ( in XXXX ) placed back on the account by MOHELA. Thank you for anything you can do for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my income based repayment plan in XX/XX/XXXX. It was approved by studentaid.gov shortly after. I also submitted an application with MOHELA in XX/XX/XXXX. I have been on administrative forbearance this whole time ( now XX/XX/XXXX ) and they still have not processed by application. Processing of this application should take a maximum of 30 days. It has now been almost 180 days. I keep calling MOHELA and I keep getting told the application will be processed in 5-10 business days and it is never processed. As of XX/XX/XXXX, I was told that there is an error message on my account which has locked staff out. I was told it would take 5-10 BUSINESS DAYS TO UNLOCK MY ACCOUNT. Then another 5-10 business days to process the application. I was told they can only put me on forbearance again until XX/XX/XXXX. After that I am expected to pay over {$1200.00} per month on the level plan despite this being almost 30 % of my income. I am a XXXX XXXX who lives in a high cost of living state. I CAN NOT afford this. No one at MOHELA can provide me consistent information. I can not let this loan default due to their gross negligence. Someone needs to hold MOHELA accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80122
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-28
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela is not crediting me with four of my payments. They said that I requested to be in administrative forbearance, which I did not. They originally weren't crediting me with nine payments, but they have adjusted that to four " ineligible payments ''. I started making my payments in XXXX, 2013 and other than during Covid, I have made every payment as scheduled. I made those four payments, but they are not crediting me with the payments made to reach the 120 total I need to quality for forgiveness. But why would I make the payments if I didn't want them to count? I have called and emailed Mohela, and I can not get a straight answer from them. They told me I had to contact studentaid.gov, which I did. They couldn't help me and referred me back to Mohela. Can you help me or steer me in the right direct? Thank you. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2024-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-27
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Mohela has been absolutely terrible since it became my loan provider : -It recently put me into forbearance for a month because it was unable to account for the increased volume of customers and sent out my bill late. -It does not provide access to the PSLF employment certification form on its website, but instead makes sends users through several different websites trying to find the form. I eventually gave up and instead just searched for the form directly through XXXX, finding it quickly on the Department of Education 's website. -Mohela also has inconsistent qualifying payment tracking for each of my loans, which is incorrect, given my steady employment history. This is setting me up to fail when I soon become eligible for loan forgiveness. Mohela 's incompetence is a complete waste of taxpayer dollars, given the contract that it received to serve as a loan provider.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2024-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On MOHELA 's website, my income driven repayment certification is XX/XX/XXXX. On StudentAid.gov, it is XX/XX/XXXX ( please see attached PDFs confirming both ). On XX/XX/XXXX, I called Mohela and asked them to update my renewal date to XX/XX/XXXX. This is based on the information listed on the StudentAid.gov website ( please see attached screenshot ). https : //studentaid.gov/announcements-events/covid-19 # when-to-recertify The representative I spoke to at Mohela on XX/XX/XXXX submitted a ticket to have my recertification date pushed back to XXXX, and he told me it would occur in 5 business days. It has been 10 business days. I am requesting that my IDR date be pushed back to XX/XX/XXXX Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2024-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When the loans came out of the Covid forbearance they ported loan XXXX and XXXX from REPAYE to SAVE correctly automatically. However loan XXXX was put into level even though all loans on REPAYE were supposed to be put into SAVE automatically. This led to a higher amount on loan XXXX than it should have been. On XX/XX/XXXX I sent a secure message to Mohela to fix the issue and put loan XXXX into SAVE correctly. When there was no response I filed a CFPB complaint XXXX on XX/XX/XXXX which led to them changing loan XXXX into SAVE correctly on XX/XX/XXXX. However, what's happened that it's come out of the month of admin forbearance during the change is that all three are in SAVE with payments much higher than previous starting XX/XX/XXXX. For loan XXXX it now is saying there will be upcoming payments of {$630.00}, XXXX {$300.00}, and XXXX {$240.00}. Before it was {$29.00} ( SAVE ), {$14.00} ( SAVE ), and {$170.00} ( level ) for loan XXXX, XXXX, and XXXX respectively XX/XX/XXXX. This is going the wrong direction and I am less than a year from loan forgiveness. The higher amounts will make it more difficult to pay and none left to be forgiven in the end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48371
Submitted Via: Web
Date Sent: 2024-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A