Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've messaged Mohela on 3 different occasions requesting a confirmation response. I'm hoping to direct my extra payments to my principal. I've been trying to do this since student loan payments began in XXXX since then I've been waiting for them to respond with no luck, all the while I'm being punished by my interest that continues to accrue. I messaged them in the beginning of XXXX, end of XXXX, and again this week. I attempted to call them by phone earlier this week and waited for over 2 hours without anyone picking up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97006
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023, I applied for the SAVE IDR plan on myfedloan.gov. I was approved for this plan at a $ XXXX monthly payment and my information was sent to MOHELA. On XX/XX/2023, I was placed on an " Administrative Forbearance '' by MOHELA. MOHELA has not placed me on the SAVE plan and has not provided any reason for not putting me on it. Interest has continued to accrue on all of my loans, despite the fact that I am qualified for the SAVE plan and this interest should not be accruing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans were consolidated in XX/XX/XXXX - eligible for refund after consolidation date. I submitted my PSLF in XX/XX/XXXX. My loans were transferred from XXXX to Mohela on XX/XX/XXXX. Mohela " received '' the PSLF application on XX/XX/XXXX. I've been calling consistently or emailing since XX/XX/XXXX to determine why my PSLF had not been approved ( as my employment w/ a non-profit organization was confirmed in the Spring XXXX ). I called Mohela on XX/XX/XXXXXXXX and asked them to review my application. Called back on XX/XX/XXXX. Mohela says that the application was " completed '' on XX/XX/XXXXXXXX and that I needed to wait 60 - 90 days until the payments were verified. I called on XX/XX/XXXXXXXX and was told that they only had page 2 of a 2 page document submitted on XX/XX/XXXXXXXX and that I needed to resubmit the form w/ page 1 in order for the payments to be certified ( of note, all pages were submitted to the previous servicer XXXX in XX/XX/XXXXXXXX and approved/verified ). This would take an additional 30 days to review. On XX/XX/XXXX, I called and spoke to Mohela again after noticing that a ~4 year block had not been verified. They said the requested payment dates ( XX/XX/XXXX - XX/XX/XXXX ) are still being processed. They recommended calling Federal Student Aid @ XXXX. This # was actually XXXX XXXX. XXXX XXXX referred me to FSA at XXXX. I spoke with FSA and they said they couldn't do anything. On XX/XX/XXXX, I called re : no payments being demonstrated between XX/XX/XXXX - XX/XX/XXXX. I was told by a Mohela agent that because my application had been approved the resubmitted requests were not being reprocessed so previous agents had not correctly idenitifed and worked on my concerns. On XX/XX/XXXX, supervisor on the escalation team confirmed mishap on XX/XX/XXXX in my records. I called on XX/XX/XXXX. The last update on the account was on XX/XX/XXXX. I was told Mohela was waiting to hear back from FSA. Servicer from XXXX or XXXX ( XXXX XXXX or XXXX?? ) - didn't update account properly. Status on my loan shows I was in a deferment from XX/XX/XXXXXXXX - XX/XX/XXXXXXXX ( although I was on automatic debits from my checking account to XXXX starting in XXXX and XXXX XXXX from XX/XX/XXXXXXXX ~ XX/XX/XXXXXXXX ). FSA has to approve. Once my account reflects 120 payments, I can request administrative forbearance until the forgiveness is applied. Discharge date of 60 - 90 days. I called again on XX/XX/XXXX. I was told I need to check studentaid.gov and make sure I'm not listed as in forbearance or deferment during this period. Studentaid.gov said the following : We do not have any information on payment history. All of your payment history was sent to Mohela when you applied. We do not have any payment history information. All of that is sent from your previous servicer. Mohela should have your payment history ( see chat attached to this complaint ). I called Mohela back. - 1st person : told to investigate XXXX - XX/XX/XXXXXXXX - 2nd person : didn't tell where it should go - 3rd person ( XX/XX/XXXXXXXX ) : XX/XX/XXXXXXXX - XX/XX/XXXX, please review and update. I was told this would be corrected in 5 - 7 days. On XX/XX/XXXX, I was told to go to studentaid.gov and request a PSLF reconsideration application. The rep said mohela can not do anything on their end b/c they only process ; student.gov has the final say on payment count. On XX/XX/XXXX, the Mohela rep said she would reach out to XXXX to clarify loans were not in deferment during the unaccounted for payment period and that the issue should be resolved within 30 days. On XX/XX/XXXX, I spoke with XXXX who agreed to check on the review case #. she sent me to a supervisor ( XXXX ) - case # for task management system : the account has been added to the XXXX request line to get this period eligible/it 's under review under the limited waiver rules. Spoke with XXXX on XX/XX/XXXX. Administrative forbearance on XX/XX/XXXX. Request for review processed on XX/XX/XXXX. I was placed on a processing forbearance while my income driven application was being processed. it was just processed on XX/XX/XXXX. processing forbearance until XX/XX/XXXX. - but i should hear back from Mohela w/ updated payment count before XXXX. On XX/XX/XXXX, I sent my XXXX payment statements to Mohela ( XXXX ; this statement is attached to this complaint ). On XX/XX/XXXX, I spoke w/ XXXX XXXX No updates and was told it would take up to 45 days for updates to show up on the payment tracker ( no updates yet ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38138
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a loan through Mohela and have been placed on Administrative Forbearance for several months so I am not allowed to make payments on my loans and this doesn't count toward PSLF. This is absolutely ridiculous. They had over a year to get their paperwork together while my loans just sat there over COVID and now I want to make payments to help decrease the amount of interest accruing BUT I CAN'T. This is a completely unfair practice. I did not agree to this when making my loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have called Mohela, my loan servicer, on 3 separate occasions after my loans were paid in full on XX/XX/23. I reached out to ask when the loans will be removed from my credit report. The representatives I spoke with all said they would call me back in a week after gathering more information however, I never received a call. I have been on hold for almost 4 hours with the loan servicer two out of three times. My credit score has taken a XXXX point hit since working with this loan servicer and has caused distress and confusion as payments on their website are not up to date. Please assist me with collecting an accurate timeline for when my loans, which have been paid in full since early XXXX, will be removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My federal student loans were transferred to MOHELA from XXXX because I am pursuing XXXX. When I consolidated, I selected the then-REPAYE ( now XXXX ) payment plan. However, after consolidation, my loans remained on the XXXX XXXX. I applied again for XXXX in XX/XX/2023 and my application was marked duplicate. Then, MOHELA moved my repayment plan from XXXX to level, increasing my payment from less than $ XXXX to {$320.00}. I applied again for SAVE in XXXX, and my application is still showing as processing through XXXX. On XXXX, my application is marked processed, so it appears that XXXX indicated to the Department of Education that they had processed my application- when, in fact, they had not. During this time, I learned that there were issues with the IRS retrieval tool ( which I had used ), so I submitted a new XXXX application for the XXXX repayment plan, and manually uploaded my tax transcripts for the last 3 years. Inexplicably, in XXXX, all of those documents were marked duplicate, while my XXXX application stayed processing. During this time, MOHELA placed me on administrative forbearance - meaning that while I did not have a payment due, the months of forbearance would not count towards my XXXX forgiveness. This is important because my payment will be {$0.00} under the XXXX XXXX, and interest will not accrue! Instead of putting me on the correct plan, MOHELA has added hundreds of dollars of interest to the balance of my loans, forfeited XXXX months towards XXXX, and now, theyve still not processed my application and my administrative forbearance has ended. I owe them {$320.00} under the level plan on XX/XX/XXXX. I have sent multiple messages, submitted formal complaints to both MOHELA themselves and about them to XXXX. All Ive heard back is that they will review my complaint within XXXX business days - never mind that all the while, my loans are accruing interest and the clock is ticking faster towards a payment I can not afford and should not have to make, if they would just process my applications. I have tried to call several times, but have not been able to get through on the phones. Whenever they reply to a message, they just tell me to call them- but I would have to take a day off work to sit on hold for the hours that would take.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted an income driven repayment plan to MOHELA ( student loan servicer ) via government student loan website with 1 month forbearance. on XX/XX/XXXX. When I tried to contact MOHELA the hold wait time is 2 hours with a dead-end call. Additionally, my account as of XX/XX/XXXXXXXX shows that Undue interest is accruing. I am in a Grace period granted through forbearance under the SAVE plan. No interest charges apply to my account. My account currently has no payment plan and undue interest charges. I simply want to be placed in SAVE plan with proper payment schedule. Respectfully, Worried student loan client
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94509
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have tried several times to get in touch with Mohela. I have spoken to XXXX different representatives because I can not afford my monthly payments. So I extended the loan to the most years you can every time I call them they say my loan is still being processed. Ive been trying since XXXX to resolve this issue. I can not afford {$760.00} a month, XXXX person told me that my payment will go down to XXXX. The other one told me something else but nothing gets done. Ive been trying to call them now for the past month and I have not been able to get in touch with anyone because the whole times are over an hour or XXXX. Sometimes when you call the person picks up the phone and hangs up the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07410
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were on the REPAYE plan which was supposed to be converted to SAVE. All of my loans were initially converted to SAVE but then without explanation several were taken off of the SAVE plan. I have spent hours on hold and finally spoke to someone that said I would need to reapply for the SAVE plan. I reapplied and now they are telling me it could take up to 90 days to resolve this issue. Today they debited my account for one amount that doesn't match the amount due, an amount that is far higher than it should be. I want my loans immediately put back on the SAVE plan, and the correct payment account calculated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48532
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My federal student loans through Mohela were forgiven XX/XX/2023 but are still being reported as if not closed and show original balanced. I have asked the company to update all three credit bureaus and have been ignored. This information is inaccurate and needs to be updated immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A