Date Received: 2023-11-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I sent an updated employee verification form to MOHELA on XX/XX/ and asked them to update my PSLF payments. They didn't update anything and just sent me a letter saying they updated the payments. The employee verification form is saying that it is still being processed after 3 months later and that I have 17 payments left for my loan to be forgiven. I should show that I only have 5 payments left, only 4 left including the payment they just took from me today for my loans to be forgiven. MOHELA is not updating payments correctly nor answering my messages on their website. They also have extremely long wait times when I call customer service and I haven't been able to get anyone on the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
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: Trouble with how payments are being handled
Consumer Complaint: I received my 1st bill from XXXX student loans stating that my loan was past due and I already owed them 2 loan payments. This was the XXXX letter I received and it also had late fees. I attempted to contact them several times and spent hours on hold. Yet I could not get through. Also listed where my alleged loans but it appeared like they were doubled then what I had ever received. less then a week later received a XXXX letter that I am now 3 months behind and over {$600.00} is owed. Please help! I can not afford this, especially when they have some how doubled my loans I don't want to start paying them when it is not right but I can not get ahold of anyone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 I received a notification that my XXXX loan was approved under the Approval of Your Borrower Defense Case Under XXXX XXXX of the XXXX XXXX XXXX Settlement. About 2 months ago, I tried calling Mohela who is my XXXXXXXX loan servicer but could not get through. Last month I sent a letter requesting the status. I still have not heard back this has been applied to my loans. I do not want to pay interest on forgiven loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 431XX
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: Trouble with how payments are being handled
Consumer Complaint: When my loans went back into repayment with Mohela after the Covid-related pause, I am not longer on an IBR plan like I used to be, even though I was told that my payments would return to an IBR if I already was on one ( especially because I am enrolled in the Public Service Loan Forgiveness program as a special education teacher ). My payments are higher than they should be and I am concerned my payments might not count for PSLF. I also have applied for the SAVE program three times over the past few months and my payments still have not changed to the SAVE program, which would reduce their price. I have been sending regular messages to MOHELA through their contact form which they say they will respond to within 3-10 business days but have yet to ever hear an answer back, months after my original message. I wait on hold on the phone with them for hours, but have not been able to get through to anyone before having to return to my job.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called them about what appears to be a misapplication of my payment. No one could appropriately explain to me what the issue was and the one person who tried to sent me to another department to get it resolved but I was left on hold for over 2 hours. I am currently being charged interest on loans that should be paid off or nearly so. It looks like they are over charging me interest or penalizing me for early pay off in some manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am writing as a new client of MOHELA who has experienced nothing but issues and frustration dealing with the customer service of your company. As if student loan repayment isnt stressful enough, in working with MOHELA I have experienced nothing but miscommunication, lack of accountability and people who are unable to follow through with their word to help me. I have lost all trust in MOHELA to provide me with adequate service, and want to speak with someone who has the ability to make change. Nobody over the phone seems to be able to find anyone. I applied for loan consolidation and the SAVE Plan through Federal Student Aid on XX/XX/XXXX. I had extensive communication with Federal Student Aid ( who was wonderful ) before this, as I was unsure that XXXX was the right time to apply for consolidation. I finished graduate school in XXXX, and had the option to continue my loan deferment until XX/XX/XXXX. Federal Student Aid informed me the timeline for consolidation/application processing would be 6-8 weeks, and with a new job that qualifies for PSLF, I would get to start my PSLF qualifying months sooner if I applied for consolidation/IDR and could start paying toward my loans in 6-8 weeks. XX/XX/XXXX is the ONLY application I have ever placed. Around XXXX, I began receiving mail from MOHELA regarding my consolidation, with the confirmation that my consolidation had been processed on XX/XX/XXXX. Based on the information I received from XXXX XXXX XXXX, my XXXX XXXX application would begin to process when my consolidation was finalized. On XX/XX/XXXX around week XXXX of the application process, I called MOHELA to check on the status of my XXXX being finalized. Not only had my IDR not begun to process at this point, but I had a bill in my MOHELA account for my first loan payment which would now be {$890.00}. I spoke with a representative at MOHELA, who informed me that they would be able to send my application in for expedited processing at this point, which would be about 7-10 business days. They let me know there was nothing they could do to change my bill of {$890.00}, even if the IDR were to process before my payment was due, but I could go into forbearance. Then I could come out of forbearance for the payment following the processed application. I told them I would think on it, and call back with a final answer. On XX/XX/XXXX I received correspondence that my loan automatically went into forbearance, AND that there is a processing delay with applications, meaning my IDR would take up to 90 days to process from the date of application- which was now listed as XX/XX/XXXX. I did not submit another application, nor did I approve anyone to submit a new application for me, which confused me as to why my date had been changed to the day of my last phone call. I placed a phone call to MOHELA to discuss this change and spoke with another customer service representative. This representative informed me there was a document/application uploaded to my account on XX/XX/XXXX which is why that is the date. I coordinated with the representative to explain the above, who then got her manager involved to help resolve the issue of the new date. The representative on XX/XX/XXXX alongside her manager, told me that they would submit my IDR application for process, and the processing would be completed in 3-5 business days. The forbearance was set to end on XX/XX/XXXX, and it would not need to be extended as the IDR application would be processed by this time, and the XXXX would be in place for my XXXX payment. On XX/XX/XXXX I received another correspondence that there is a processing delay with applications, meaning my IDR would take up to 90 days to process from the date of application- which was now listed as XX/XX/XXXX. I can assume you imagine my frustration that not only did my application not process in the 3-5 business days, but my application date had been pushed back FURTHER, to again the last date I spoke with someone. Yet again another document/application was listed in my account as uploaded on XX/XX/XXXX, yet the only application I ever submitted was XX/XX/XXXX. On XX/XX/XXXX, I reached out to MOHELA representatives, and my calls were dropped by two of customer service representatives, and NOT RETURNED ( even with me giving permission to call me back during the call ) causing me to need to get back in line and wait to speak to someone for XXXX hours total. When I spoke with someone, he was extremely dismissive and continued to ask me over and over again what would you like me to do for you. I asked him to help me understand why my application was being bounced all over the place, and he continued to tell me processing is delayed. There is nothing I can do to expedite you application, which is contradicting information to the people I have spoken with previously, one saying they could expedite it 7-10 business days, and the next call, 3-5 business days. I asked to speak to someone above this representative, and while waiting this call was also dropped, and never returned. On XX/XX/XXXX, I reached out to both Federal Student Aid to try and get some help. Federal Student Aid was unable to offer assistance, as my loans have fully transferred to MOHELA. They suggested I file a complaint with Federal Student Aid, as MOHELA has been delivering inconsistent information and has been unable to support me. They also suggested I begin to keep a record of names that I have spoken with. I received another correspondence on XX/XX/XXXX that a student loan billing statement had been posted by MOHELA- my forbearance is set to end on XX/XX/XXXX, and on XX/XX/XXXX I have an {$890.00} payment due. At this point, I am defeated. I have gotten nowhere with all of the conversations I have had. I was told many times over by different people that my IDR could be expedited, then told it couldnt. I was told the forbearance ending wouldnt bring me issues because my IDR plan would be in place by then. But the forbearance ending without the IDR plan in place creates many issues, because I still cant afford this payment. On XX/XX/XXXX, I spoke with XXXX at MOHELA. I explained my situation and she reviewed my chart. Based on her chart review, XXXX informed me that my IDR application has been assigned to a representative, and within 2 business days should be updated in my account ( end of day XX/XX/XXXX ). She informed me that the correspondence in my online account/mail may take XXXX days to appear, but the account itself should be updated by the end of day XX/XX/XXXX. She also informed me that once the IDR was processed, my XXXX billing statement would automatically update to reflect the new XXXX payment plan. I questioned the fact that I was told before that once a billing statement is sent, there is nothing anyone can do to change it, even if a new payment plan is processed. Once again, I was told that I was given incorrect information previously. Today, XX/XX/XXXX I logged into my account to see that once again the timeline I was given was incorrect and my XXXX plan has not been processed, nor has my account been updated with a new payment. I called and spoke with XXXX with MOHELA customer service team who informed me that the processing of my documents has been marked as a duplicate task, including my application ( the only application I submitted ), meaning yet again nothing has changed or been processed. The inconsistent communication and lack of continuity has made this experience unbearable and has created immense stress over finances and navigating student loans. It is absolutely in-excusable the way I have been treated throughout this process. MOHELA has been a nightmare to work with and has created more problems than they have solved. Clients should not be treated this way by a government organization, and the lack of accountability has been truly abysmal. If I connected and communicated with people in my job in this way, without follow through or fixing the problems I created, I would be fired immediately. Communication is a huge part of customer service, and currently MOHELA is failing to provide adequate service in any capacity. I am more than frustrated at this point and I dont know what to do to fix this as talking to people isnt working.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: When I checked StudentAid.gov on XX/XX/2023, it said that my SAVE application was completed on XX/XX/2023. I wish I had taken a screenshot, because when I checked again on XX/XX/2023, StudentAid.gov said that my SAVE application was completed on XX/XX/2023. This and the below information leads me to believe that Mohela is giving inaccurate information to StudentAid.gov. So currently, according to StudentAid.gov, Mohela completed review of my SAVE application on XX/XX/2023. However, my account with Mohela still says as of today ( XX/XX/2023 ) that I am on the Level payment plan with a payment amount of {$580.00}. On XX/XX/2023 at XXXX, I called Mohela to ask why my monthly payment went to over {$500.00} when I applied to be on the SAVE plan. I was able to talk to a representative at XXXX. I spoke to a new representative, who then transferred me to XXXX, who the training representative described as an advanced representative. I informed them both that per studentaid.gov, my application was completed on XX/XX/2023 and the information on studentaid.gov states that my monthly payment under the SAVE plan would be {$16.00}. XXXX informed me that the application has not processed yet and that there are some notations on my account. I then accidentally hung up and called back. I heard an automated voice stating my wait time would be 56 minutes, so I requested a callback. I received a call back at XXXXXXXX XXXX. I asked when my SAVE application will be processed and expressed concern that the forbearance ends on XX/XX/2023 and we can not afford the almost {$600.00} payment amount. The woman I spoke to informed me that my SAVE application would be processed that week. However, as of XX/XX/2023, Mohela still has my current repayment plan listed as Level. The forbearance date was extended to XX/XX/2023. On XX/XX/2023, I called Mohela to ask when my SAVE application will complete processing. I spoke with XXXX. I explained that someone told me on XX/XX/2023 that it should be processed the week of XX/XX/2023. She informed me that there is a hold on processing and that she will need to transfer me to an advanced agent regarding this hold. I then spoke to XXXX to ask when my SAVE application would be done processing and explained that someone told me on XX/XX/2023 that I was informed that it would be processed the week of XX/XX/2023. XXXX informed me It says pending and its been assigned to somebody as of XX/XX/2023 but it hasnt been completed. She informed me that someone had been looking into it but it has been over a month that theyve been looking into it. XXXX stated her supervisor is looking into it while we were on the phone. She asked me if I was consolidating any of the loans and I responded, No, definitely not. XXXX informed me that her supervisor placed a request for the application to be reviewed and updated, and this can take 4 to 5 business days, bearing any issues. Meanwhile, my student loans are still accruing interest - I am concerned that the interest accrued between the time my application was submitted ( XX/XX/2023 ) and the time it will be approved will not be waived, which is unfair to me, because it is not my fault that Mohela has taken so long to process my SAVE application. I have received no communication from Mohela regarding them needing additional information from me in order to process my application, and I've been waiting for it to process for almost 2 months now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66502
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Didn't provide services promised
Subissue:
Consumer Complaint: I have been working with Mohela since XX/XX/XXXXXXXX to get my student loans forgiven. They did not provide services as promised, ( but that is another story ). The issue I am most concerned about is that on XX/XX/XXXX, I was informed by them my 120 payment requirement was fulfilled and now I have a XXXX balance. My letter also said it could take up to 3 reporting cycles for the credit reporting agencies to be notified. It is now XX/XX/XXXX th, and my credit report still shows I owe on these loans. I have disputed this with the credit reporting agency, and nothing has changed. I actually received a higher interest rate on my Mortage and should not have because they had not reported this. Never the matter, I would just like this resolved and removed from my report. It is very difficult to get in touch with them. You have to stay on hold for over an hour and can never talk with a supervisor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 263XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan had been transferred to Mohela. I applied for PLSF. In XX/XX/, I called Mohela and spoke to them about receiving a reimbursement for the payments that I made during the COVID pause and for receiving credit for the payments that I made during an automatic forced in school deferment. I spoke to XXXX XXXX, c6007. I was told that the request would be processed and that it could take 60-90 days to be processed. I received a letter ( attached ) in mid XXXX stating that there was a correspondence processing delay. I continued to wait. I also applied for the SAVE program. I received confirmation at the end of XX/XX/ that I was accepted on the SAVE program and my payment would be approximately {$85.00} per month. I called back mid XXXX, again receiving mid XXXX a corresponding Processing Delay letter. Also in mid XXXX, I receive a letter about my payment terms and this letter states my payment is now over {$250.00}! I do not understand. 1 week later I was put into administrative forebearance, no reason why, no clear explanation. I called and never had the phone answered. So I emailed on XX/XX/XXXX. They told me to call in. I have been TRYING to call in. I am placed on hold, given the choice to hold or have a call back. I have done both and never answered nor received a call back. I received a letter on XX/XX/XXXX informing me that my loan payments would restart and they are back up to $ XXXX. I don't understand. I applied and was approved for SAVE. I have made well over XXXX payments for PSLF. I spoke with XXXX in XXXX and she said that my requests would be processed and it is over 90 days and nothing has been processed. I keep calling and just being placed on hold OR receiving no call back. This is ridiculous. I have earned to have my loans forgiven. I have earned my reimbursement for payments made during COVID. It is not my fault that the government keeps changing student loan providers, the providers have poor communication, are constantly giving false or inaccurate information. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently in the process of trying to buy a house, and I need to have my IDR repayment plan approved and forbearance removed to do so. Because of this, it's very important that I was approved for my IDR in a timely manner. I have essentially halted my search process, waiting for the IDR plan to be approved. Despite my personal feelings of urgency, I have patiently waited since XXXX ( XX/XX/XXXX ), as that is when I submitted my IDR request form. In this timeframe, they have also placed me in administrative forbearance and on the Level repayment plan to resume payments. They did this on their own accord. The Level repayment plan is not realistic to my financial situation and would be a hardship to be on, but my understanding is that they are automatically changing people to this plan when they work out their issues. As stated, I submitted my IDR request on XX/XX/XXXX, which was 3 months ago, when, to my understanding, the processing time is about 45 days. I called on Monday, XX/XX/XXXX, to be told that there was some kind of system/technical error in my application from XXXX and that they were actually working on applications submitted after mine. She informed me that she needed to re-submit my application but would mark it as needing to be expedited due to my long wait, the system error causing the delay, and having put a bid in for a mortgage. She said it would take about 7 days for it to be processed. I called again today ( XX/XX/XXXX ) as I wanted to ensure everything was in place to receive the IDR statement in about 7 days, as I now urgently need my statement, and was then told that they don't expedite applications despite what the agent on Monday had said. I told them my situation -- that I had submitted the application in XXXX, and the Mohela agent resubmitted it with the intent to expedite ; to which they said they do not expedite applications and that since my application was resubmitted XX/XX/XXXX that the waiting time would start over. I had indicated that this was extremely unfair as : 1 ) I have been waiting for my form to be processed since XXXX. 2 ) The application was resubmitted on my behalf under the assumption that it would be expedited. 3 ) I received information that was false, leading me to essentially be punished time-wise for mistakes on Mohela 's end as the agent resubmitted my application due to some kind of system/technical error. 4 ) I received absolutely no correspondence that there was an issue with my XXXX application, which would have encouraged me to resubmit an application a lot sooner. 5 ) Further, I apparently received blatantly false information from the person at Mohela that I spoke to on Monday, which encouraged me to put in a bid for a house. While she did not provide advice regarding the home process, I was operating under the information that I would receive the statement in 7 days so that I could provide the IDR statement to my mortgage broker. The individual I spoke with today ( XX/XX/XXXX ) named XXXX, badge # XXXX, indicated that she had spoke with her supervisor and there was nothing they could do for me as I now had to wait the additional 4 weeks because of the application resubmission on XX/XX/XXXX. Despite letting her know that I did not resubmit that application myself and that it was resubmitted by the agent with the intention of expediting due to a system error, she said it didn't matter since the application was resubmitted. When asking for further clarification as to why I was essentially being punished for Mohela 's mistake, she continuously stated she was receiving information directly from her supervisor. I asked to speak with her supervisor or be provided her supervisor 's information from whom she was receiving her information from, and she would not provide me with that information. After some back and forth, she eventually agreed to transfer me to a supervisor, informing me I would be on hold for at least two hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A