Date Received: 2023-11-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX XXXX XXXX When is the deadline to apply? The deadline to apply for a refund is XX/XX/2023. I received no noticed that the last day to ask for a CARES ACT refund was XX/XX/23. I requested in XX/XX/2023 from MOHELA and FSA complaint and I was declined a refunded stating I applied beyond deadline of XX/XX/2023 whereas I was operating under the guidance of this public XXXX reliable source of end of XX/XX/2023. I am extremely disappointed b/c MOHELA and FSA didn't appropriately OR adequately advertise this XX/XX/23 deadline and I had full reason to believe the deadline was XX/XX/23. THey should honor the XX/XX/23 deadline. Please help. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33167
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: I have Mohela as my student loan server. I was given a monthly payment of just over {$8.00} due to my IDR. I was also given a payment of {$340.00}, I have contacted them several times due to inconsistencies. I was approved for my IDR and given the low payment only to be emailed my higher payment is due. I have emails from them showing the different amounts. I am EXHAUSTED from dealing with this company. I emailed them AGAIN last night, however every time I log on my payment is different. Their emails show different amounts. Who do I contact to deal with this? Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 67037
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I made a payment of XXXX to be applied to my XXXX payment due after the student loan payment pause. Mohela put my account on forbearance XX/XX/2023 and XX/XX/2023 without my knowledge or consent which caused the payment to be incorrectly applied to my account. There was numerous correspondence that they ignored for XXXX weeks in my attempts to have my account fixed. I received a message from Mohela and spoke with XXXX reps who said my account was corrected. On XX/XX/2023, Mohela put my account into forbearance without my knowledge or consent. This is interfering with my path to student loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 184XX
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Mohela has consistently failed to properly calculate the correct payment amount for the SAVE plan, and after multiple email and phone call attempts, the problem remains unresolved. Earlier this year, like many people, MOHELA switched my previous IDR payment ( under REPAYE ) to SAVE. In doing so, they used my previously provided income information, but made two extremely puzzling errors : 1 ) they calculated the payments using a 1 person family poverty line ( I filed taxes married filing jointly and have no other dependents, so this should be the 2 person poverty line ), and 2 ) the entire household SAVE payment was allocated to me ( my spouse also has direct student loans and is on SAVE, and so the total household payment should be split between us ). In XXXX I was finally able to talk with a MOHELA rep, who manually took down all of this information, quoted me the correct SAVE payment, and placed my account on administrative forbearance. This week, the payment change was applied, but the payment amount remains incorrect. The payment amount now accurately reflects the correct poverty line, but still is not accurately splitting the total SAVE payment between spouses ; instead, I have the entire household SAVE payment shown as my amount due. The SAVE formula is not difficult, and MOHELA has received all of the information needed to calculate this extremely simple math problem TWICE. There is no reason to believe that this is merely incompetence, I have to believe its malice. Otherwise, MOHELA should simply not be allowed to exist as an entity serving the US public.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: It is my understanding that we are supposed to receive at least 2 weeks notice before a student loan bill. Mohela sent me a welcome email on XX/XX/XXXX with a link to my account. I clicked the link to view my account and it said that my bill was due that same day ( XX/XX/XXXX ). I reached out to inquire about receiving a bill without notice and never received a response. Instead, 5 days later ( XX/XX/XXXX ), I revived an updated statement adding on the next month bill - doubling the amount that I owe ( XXXX + XXXX ) and considering the XX/XX/XXXX statement past due/delinquent. My account should not be delinquent considering I received no notice for the bill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a large payment on XX/XX/2023 that was supposed to be distributed over 11 loans that I have with Mohela. They did not distribute the loans correctly, and made significant errors. I have now called them 3 times to fix the error and they keep making more mistakes. Each time I call I have to wait on hold for over 3-hours. I have tried multiple times to fix this problem and they keep making the same mistakes, please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03820
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: I word as a XXXX XXXX and worked most of my career in XXXX XXXX XXXX. I enrolled in the Public Service Forgiveness Program, a program offered through the Education Department to have my loans dismissed after working for a non profit community health center which required yearly verifications. I met the criteria and in XXXX but do to the COVID pandemic the dismissal of my student loans was delayed. During COVID my loans were transferred to MOHELA. I received multiple emails and letters from MOHELA stating that my loans had been forgiven and that by the end of XXXX they ( MOHELA ) would be reporting to all three credit agencies that my loans were, " PAID IN FULL. '' I have been in the process of trying to buy a new home but was told due to the amount owed on my student loans that my loan amount to purchase would be lowered until it was reported that they were paid in full. I looked at all three credit bureaus, XXXX, XXXX, and XXXX on XX/XX/XXXX and saw that MOHELA did not notify them that the accounts were paid in full. We are looking at over {$250000.00}. I filed a dispute with all three agencies. On XX/XX/XXXX I woke up to multiple emails from credit card holders and from XXXX stating that MOHELA had reported that the loans were in default and that they were paid for less than owed and my credit score which I have worked a lifetime to build dropped from Exceptional to Needs Improvement. Which is not at all the truth.XXXX had dropped my credit score a total of XXXX points from XXXX to XXXX, completely derailing my home buying ability and some of my credit card companies froze my credit use. I immediately called MOHELA and was informed that they had not given that information to XXXX and that my loans showed paid in full. I inquired as to why this wasn't reported, as stated, to the three credit bureaus and was told by the person I was talking to they would have to transfer me to a supervisor. I waited online for an hour and then was told I would be transferred only to be sent back to beginning of the que. I hung up and called XXXX and inquired as to how they reached this decision in two days based on my dispute. Again they falsely stated that MOHELA had provided the information to them. I informed them I had just spoken to MOHELA and asked if they had read the letters I provided to them with my dispute to which they said an investigation was ongoing into my dispute. I requested that given an investigation was in process to drop the language on my credit report and restore my credit score. I even informed them that I am a Veteran and was in the process of trying to buy a home and my lender XXXX had just frozen that process. They refused to restore my credit score and several of my credit cards were frozen as a result of their mishandling of my dispute. I'm asking that you investigate their practices involving my dispute and help me recover what has taken a lifetime to build which was my exceptional credit rating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 447XX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have submitted several Save applications- one through XXXX and I was on deferred payments until they processed it. I was then consolidated with Mohela who I submitted another XXXX application through. They have not processed my original application or the new application and my payments are much higher than the XXXX i was on before consolidation. I can not afford the current payments and they wont give me an administrative forebearance until they process my save application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84084
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I will like this account removed from my credit because I didn't give any written consent to a company or a credit bureaus, which refers to code ( 15 USC 1681B 35 ) this is a form of identity theft and I want this removed ASAP please and thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I submitted an IDR request to be moved to the REPAY plan so that I would be on the SAVE plan when it is released. That application was not processed for over two months, so I submitted a new one. Both of those applications were never processed. The first one says it was approved, but I was never placed on the IDR payment plan. Since then, I have submitted two more IDR applications ( for a total of 4 ) with all of them being rejected as " Duplicates '' of the XX/XX/XXXX application. However, the XX/XX/XXXX application was not processed accurately. In XXXX, I filed a complaint through here. On XX/XX/XXXX, Mohela responded that they would fix my account. A few days later, my account was back to the standard repayment level payment. They never fixed anything and blatantly lied in their response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A