Date Received: 2023-11-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: As of XX/XX/2023 I was already fully enrolled in the Fresh Start program and had already received my letter from Mohela stating that my 2 federal loan accounts were fully transferred back to them from Department of Education collections, and I used that letter to prove that the collection accounts on all 3 bureau credit reports were non-existent and essentially incorrect. I submitted that letter as the documentation attached to the disputes I created on those collection accounts so I could get them removed as soon as it became possible to prove, since I was desperately trying to eliminate any excuses being used to deny rental applications for housing and to also finally have a chance to get loan approval because I kept struggling to avoid eviction risks while my money was going to tenant screening over and over. I needed to be able to put my Emergency Housing Voucher ( Section 8 ) to use before it expired so I pretty much did not have an option to sit around patiently waiting on anyone to correct my credit reports on their own time, or I would still have the collections on my report right now. Shortly after my disputes, all 3 bureaus had deleted the collection accounts. My credit scores disappeared entirely, and my chances of being approved for anything at all definitely did not increase, the chance remained the same or worse because of it. My Mohela accounts were still in the closed status and having a negative impact along with all their same negative history. I didn't or couldn't include them in the disputes, but Mohela staff told me they would be reported with all the fresh 100 % positive indicators, all the negatives removed and replaced with Paying As Agreed for every aspect of the accounts from the beginning to current. I was told that the credit reporting would take place the following month since I had called them just a few days after the normal monthly reporting date. XXXX comes and I check my reports : Mohela accounts unchanged whatsoever and still completely negative and closed status. XXXX comes and still nothing was changed. I called all XXXX bureaus to explain everything in order to have them dispute the accounts since they were still 100 % completely incorrect. XX/XX/XXXX : I call the bureaus that still show the Mohela accounts unchanged on todays generated reports received from annualcreditreport. XXXX deleted them entirely instead of them getting the full overhauled update I have been expecting and waiting for, so I don't think they did what I needed them to do at all.. XXXX doesn't show any indication of the disputes and the accounts are unchanged. XXXX doesn't work at all and has no data on my reports nor dispute history or anything else whatsoever, its just a barren void with dead buttons, so I called them at a totally new different number and actually got through. They told me the dispute was completed just last week and that Mohela verified the accounts as being accurate ...... XX/XX/2023 : Mohela reported the accounts as being exactly the same as they have been for years ; Closed, transferred, delinquencies, severely past due, all the same. The only difference on my report for the Mohela accounts info is the box indicating Date Reported : XX/XX/2023 ..... I didn't believe that XXXX had even submitted the disputes because I found it very hard to believe Mohela would verify my open active accounts that I have even submitted payments on last month as being closed, let alone the rest of the negatives. This is unacceptable and it is not in line with what I was told from them at all. The worst part of the whole thing is that I still don't have any chance to get a loan, not even for the absolute minimum amount. My credit reports are essentially empty with XXXX open/active accounts on any of them and no scores. I thought I was finally going to become a regular person with options available like everyone else, but I am still locked out with no options at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I now have {$860.00} of interest accrued showing up on my student loans with MOHELA. There was no accrued interest allowed during the pandemic as it was 0 %. I started back up payments in XXXX and now it shows that amount of interest. I called and was on hold for hours and hours without resolution. I spoke with one person who said its valid interest, but could not explain it to me as they were a trainee and could not get me with an expert. Please help, I dont believe I should have these interest fees. In addition, I was hoping to find out how many months of payments Im away from loan forgiveness thru XXXX, given I have been in repayment since 1999.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have now been on the phone with Mohela 4 times and have sent XXXX online messages to Mohela since XXXX to try to remedy this situation, with no response, conflicting information, and an incorrect payment calculation. On XX/XX/23, I spoke with someone who processed my standard payment plan request for {$160.00} and assured me that being on the standard plan was best for me for the few months I need to qualify for XXXX. After XXXX months, Mohela then incorrectly calculated my payment amount to be {$270.00}. On XX/XX/23, I spoke with someone again, who assured me that Mohela had made an incorrect calculation and re-processed my application for a standard repayment plan. This person also assured me that the standard plan would qualify me for XXXX because I only have a few months left to go. I was told, and have documentation from Mohela in messages that my payment amount would be {$160.00}. This has been processing since XXXX with no change. I spoke with someone today ( XX/XX/23 ) and requested to be placed on emergency or administrative forbearance ( XXXX interest accrual, qualifying for XXXX ) until Mohela can calculate my payment correctly. I was told that she could only place me on a XXXX XXXX, which does not qualify for XXXX. She told me that the standard plan doesn't qualify me for XXXX and tried to pressure me into applying for an XXXX plan. I told her I was told by XXXX other Mohela representatives and supervisors that the standard plan would qualify me for XXXX since I only have a few months left to go. She told me that I was given wrong information. I told her I have no idea who to trust, since Mohela gave me conflicting information, which literally occurs every time I call. I insist that my account be placed on ADMINISTRATIVE FORBEARANCE with XXXX interest accrual and which will qualify me for these months where I would have been paying if Mohela had only calculated my payment amount correctly in XXXX, when I originally applied for the standard plan. Please assist me ASAP and place my account on ADMINISTRATIVE FORBEARANCE until my payment amount is correct. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have filed continuous complaints with FTC, CFPB, and WA State AG office regarding the mishandling of my loans ( see other open CFPB complaints ). I recently received a response from WA State AG office including Mohela 's response to my complaint. In the attached documents, you will see the response from Mohela, my response to the Complaint Resolution Team at Mohela, and a few more documents for proof. In short, here is a dissection of the response from Mohela and my keynoted clarifications : Mohela : Our records indicate that on XX/XX/XXXX, XXXX XXXX submitted an application for the Revised Pay As You Earn ( XXXX ) plan, that has been replaced with the Saving on a Valuable Education ( SAVE ) plan, through StudentAid.gov. The plan was approved with a monthly payment of {$300.00} for 12 months and notification was sent to XXXX XXXX XXXX secure messages on XX/XX/XXXX. XXXX : My application for SAVE was created on XX/XX/XXXX. Application was submitted through XXXX on XX/XX/XXXX. XXXX was processed and completed on XX/XX/XXXX. Application review was completed on XX/XX/XXXX. Per my documents received tab on Mohela, my IDR shows a Received date of XX/XX/XXXX and status of approved Mohela : Since we were in the process of transitioning borrowers that were previously on the REPAYE plan to the SAVE plan her loans were re-disclosed under the SAVE plan for {$610.00} for XXXX months using the information available from the prior servicer. For this reason, another notification was sent on XX/XX/XXXX notifying XXXX XXXX of the increase in her monthly payment. XXXX : Why did my SAVE have to be re-disclosed under my previous servicer? I have been with Mohela since they took over the contract from XXXX XXXX. While I was with XXXX, my income was substantially less, so if this was the case, my payment should have been significantly less than XXXX. Plus, I had recertified my income with Mohela yearly for my PSLF. On XX/XX/XXXX under Documents Received, there is a PSLF Manual Application with status Processed. The SAVE application that I applied for on XX/XX/XXXX was pulling from my most recent tax return. There should have been XXXX reason to pull information from a previous servicer ; especially since Mohela took over XXXX in XXXX. The letter that you generated to me about the {$610.00} payment was dated XX/XX/XXXX On XX/XX/XXXX at XXXX PM I sent a communication to Mohela stating that my SAVE monthly payment was not accurate on your website, and that it should be listed at {$300.00}. The response from Mohela was Our records indicate that you have already called and spoken with one of our Student Loan Counselors regarding this inquiry on XX/XX/XXXX On XX/XX/XXXX I called and spoke with two Mohela representatives. One was named XXXX and the other was named XXXX. XXXX was labeled as an Advanced Payment Specialist. When speaking with her, we went through the self-attestation income questions ( this was the second time I have done this ) and she confirmed that my monthly SAVE payment should be {$330.00}. She told me that she submitted the request to have this changed and to wait XXXX business days. On XX/XX/XXXX I sent a follow up communication through my Messages regarding this information that was stated to me on the phone for a paper trail. Since there was no response to any communication that I sent regarding having this payment updated, I was forced to file official complaints through FSA, FTC, CFPB and WA State AG office. I also reapplied for the SAVE program directly through the Mohela website so they would have the document on their end Mohela : We have since re-calculated the monthly payment using the new application that was received on XX/XX/XXXX and XXXX XXXX XXXX loans were disclosed to the SAVE plan on XX/XX/XXXX with a monthly payment of {$300.00} for XXXX months. XXXX XXXX will receive confirmation of her IDR approval shortly through her secure messages. XXXX : Under Documents Received, I have the following documents/status/received dates : 1. Original IDR pulled from FSA received XX/XX/XXXX Status : approved 2. Auto Debit Changes received XX/XX/XXXX Status : approved ( I needed to stop auto draft due to the incorrect payment amount showing ) 3. IDR Received XX/XX/XXXX Status : CANCELLED. This was the new IDR I had filled out through Mohelas website. How could this be re-calculated the monthly payment using the new application that was received on XX/XX/XXXX if this shows the status of CANCELLED 4. IDR Received XX/XX/XXXX Status : Duplicate form. THIS IS A SCREEN SHOT FROM FSA WEBSITE THAT SHOWS THE TIMELINE OF ORIGINAL IDR FILED, STATUS, AND APPROVED MONTHLY AMOUNT OF {$300.00} 5. IDR Received XX/XX/XXXX Status : Cancelled **THERE IS NO HYPERLINK TO SEE WHAT DOCUMENT THIS IS. I DID NOT SUBMIT ANOTHER DOCUMENT AFTER WHAT I HAD SUBMITTED IN # XXXX LISTED ABOVE And to get really specific, if you REALLY processed the application that I submitted through Mohela, the monthly payment would have been estimated at an even {$300.00} as I divided our annual income evenly between my husband and I as I did not have access to my official tax return at the time of filing. The fact that you have added the XXXX cents to my updated monthly payment PROVES that you're going off of the FSA filed IDR submitted back in XXXX. ( On the filed IDR through Mohela, the estimated monthly payment of an even {$300.00} is listed on page 6 of 12 ) Mohela : Please note that the payment of {$300.00} will not be effective until the XX/XX/XXXX due date. Although XXXX XXXX previously requested the removal of forbearance from her account, please know that she is able to request a processing forbearance for the month of XXXX payment by contacting us. XXXX : As the letter generated for the {$610.00} payment was dated XX/XX/XXXX, a communication was sent by me indicating the wrong payment amount also on XX/XX/XXXX, a phone call on XX/XX/XXXX and a follow up communication sent XX/XX/XXXX, this was plenty of time to have this monthly payment updated {$300.00} with a start date of XX/XX/XXXX and NOT XX/XX/XXXX I will NOT be paying {$610.00} for the month of XXXX. I will not be financially punished due to Mohelas correspondence processing delays and negligence in following through with what they said they would do ( XXXX reporting on XX/XX/XXXX that payment would be updated in XXXX business days ). On XX/XX/XXXX I will be paying my approved monthly payment of {$300.00}. If I am marked delinquent for any reason, I will file ANOTHER complaint with FTC, CFPB and WA State AG office.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was previously serviced by My Great Lakes, however after submitting my first Employment Certification Form for XXXX XXXX XXXX XXXX as a local government employee I was transferred to Mohela. I never had issues with XXXX XXXX, but Mohela is now becoming a massive headache. On or about XX/XX/XXXX, I noticed my Mohela account added an " alert '' to my account ( amongst other generic information for all borrowers ) that stated : -- - Renew Today! If we do not receive your income-driven repayment plan renewal request immediately, your payment may change and capitalization of unpaid interest may occur. To renew, sign into XXXX and select? Apply for an XXXX XXXX XXXX.? -- - Digging further into other pages on the MOHELA website, I noticed that they stated my XXXX Plan Renewal Date as XX/XX/XXXX. However, previous written guidance from XXXX ( https : XXXX ) stated that nobody would need to recertify prior to XX/XX/XXXX. If your recertification was noted to be before that date, it would be pushed back by a full year ( XX/XX/XXXX in my case ). There has been no official statement, message, or email on my account from Mohela other than this easily missable " alert '' compared to XXXX XXXX which sent clear reminder notices as the dates approached. I reached out to the XXXX XXXX XXXX XXXX XXXX based on the contact information listed on studentaid.gov. Unfortunately they stated that for XXXX XXXX XXXX I would need to contact MOHELA. When I called in to MOHELA early this morning, I had to hold for approximately XXXX minutes which was a pleasant surprise given the horror stories I'd read previously on hold times. The rep that was " in training with [ her ] mentor present '' said my plan shows it expired last month with them but my payment will continue as it was pre-COVID until I recertify again and it's " just something everyone working with it knows ''. I don't think something with as much baggage as federal student loans should be handled in such a cavalier/informal manner and submitted my FSA complaint after that as I do not want to end up in a situation where it is stated that I did not try to address this. My XX/XX/XXXX payment processed as normal for {$290.00}. As of checking my account on the morning of XX/XX/XXXX, my next " XXXX XXXX XXXX '' is {$640.00}. This clearly contradicts what I was told over the phone and is noncompliant with FSA guidance. Further, my federal loan and my private loan through XXXX, which is also serviced by Mohela, are getting crossed somehow. Since federal loan repayment resumed, I get monthly notices with XXXX logos stating my federal loan amount ( {$290.00} ) instead of the private loan amount ( {$550.00} ). This is further negligence in the way Mohela is handling my account information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I consolidated my loans with MOHELA, and received less favorable terms, solely for the purpose of eligibility for the Public Service Loan Forgiveness waiver ( PSLF ). All paperwork was submitted timely, and I have met there requirements for eligibility. MOHELA will not make itself available for inquiries. Their website is useless, and only directs you to forms and FAQ 's. Calling them is a waste of time because you will not get a live agent, no matter how hard you try or how often you call. Meanwhile, they are sending me bills for a loan that should be forgiven. This is egregious.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-11-15
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: Need information about your loan balance or loan terms
Consumer Complaint: My loan forgiveness is not being honored. The payment count is not accurate and some of my loans are from schools that took advantage and were misleading in marketing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43230
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: My loans at the start of XXXX were with XXXX. I faxed a PSLF helptool to Mohela on XX/XX/XXXX and I signed up for IDR on XX/XX/XXXX. I have attached the applications for proof. The XXXX XXXX tax information was faxed to XXXX on XX/XX/XXXX because the IRS data retrieval tool wouldnt import my information. At that time I had not received any communication that my loans had moved to Mohela so the income verification was faxed to XXXX. I had not filed XXXX taxes at that time. When the loans got moved from XXXX to Mohela, the repayment plan did not change to the XXXX plan I chose, which is PAYE. I never got a letter indicating that my XXXX application was approved or denied. On XX/XX/XXXX I re-uploaded my completed IDR application and XXXX tax documents on Mohela 's website so they could see what was submitted to XXXX in XXXX. On XX/XX/XXXX I got communication from Mohela that I was being placed on administrative forbearance while my IDR application was being processed.. On XX/XX/XXXX I got a letter from Mohela saying my IDR application was denied because the request was incomplete, missing pages XXXX. It also said it was missing taxable income proof, which had been submitted again in XXXX with my IDR application from XXXX when the Dept of Ed never reviewed it for XXXX. I got no communication regarding whether my IDR application submitted in XXXX was approved or denied. So, I resubmitted all pages of the XXXX application and my XXXX tax form from XXXX ( because on XX/XX/XXXX we had not filed our XXXX taxes yet ) on XXXX site. On XX/XX/XXXX, I submitted an FSA complaint, and have yet to hear a response. I recently received a statement saying I owe over {$3000.00} on my student loan monthly payment and that Im on a level plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76513
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: I submitted an application to switch my repayment plan to SAVE on XX/XX/2023, and at the time the normal processing time for an Income Driven Repayment plan to be processed was 5-7 business days. It has now been a few months and my application is still not processed. MOHELA has failed to process my application due to the overwhelming amount of borrowers who entered repayment in XXXX. I had called MOHELA in XXXX and XXXX, where representatives assured me the IDR application, though delayed, was in processing. When I called in XXXX, an agent informed me they were not sure why the application was not processed, and agreed to resubmit the application for processing. The representative then stated that they would put me on an administrative forbearance while processing, but that interest would continue to accrue. It is my understanding that both CFPB and FSA have called on MOHELA to fix their IDR errors, and to stop interest from accruing while they work on this, yet I am still being charged interest. The XXXX plan has a 100 % interest subsidy benefit, so I am being directly harmed every day that my loans are not on it if they continue to charge interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with non-monetary relief
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: XX/XX/XXXX submitted original PSLF documentation - it wasn't approved then was resubmitted in XX/XX/XXXX still not approved and stating it is being reviewed XX/XX/XXXX applied for XXXX XXXX via tlephone was told it was approved then found out it wasnt in XX/XX/XXXX because of system glitch called XX/XX/XXXX stated it was denied because needed supporting XXXX but was never informed what these were sent in what was requested was told it would be XXXX XXXX days called XX/XX/XXXX they told me there was a delay and they put forbearance on my loans until XX/XX/XXXX XX/XX/XXXX it was viewed as pending missing documented despites confirming on XX/XX/XXXX everything was received told to call back called back XXXX was told they had everything give it XXXX XXXX days - spoke w/ XXXX called XX/XX/XXXX was told missing recent paystubs NO ONE at this point told me that was needed was told once it was received my application would be expedited they refused to give an extension on loan payment and told me id have to call back if documents weren't received to avoid the $ XXXX current requested payment on XX/XX/XXXX XXXX informed me she doesn't know how long it will take, couldn't give me an email or phone number of a direct specialist, I was again told to call back and check in XXXX - 7 days I have spent over XXXX hours on the phone trying to work this out they continue to charge me daily interest when they haven't resolved my payment plan issues
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A