Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for an Income-Driven Repayment ( IDR ) Plan before the resumption of federal student loan payments. My requested plan was the XXXX XXXX XXXX. I applied as a new applicant. I applied more than XXXX weeks before the resumption of student loan payments. The MOHELA portal confirms receipt of the relevant documentation on XX/XX/XXXX. However, MOHELA continues to list the status of my repayment plan application as " processing '' and has not adjusted my student loan payments accordingly. I have telephoned multiple times and can not reach anyone at MOHELA. When I have requested call back, I have received no call back. My student loan payments are too high for me to make, which is why I applied for the XXXX XXXX XXXX. I am requesting the completion of my application to the XXXX XXXX XXXX and correction/adjustment of all bills issued since the resumption of student loan payments to align with the terms of the XXXX XXXX XXXX that I applied to before resumption of federal student loan payments. I am trying to be financially responsible, make all my payments, and keep my account current. I am continuously sent incorrect bills that do not reflect my timely application to the XXXX XXXX XXXX. Today is XX/XX/XXXX which means MOHELA has been " processing '' my XXXX XXXX XXXX application for 85 days. This timeline is not acceptable per MOHELAs obligations to XXXX XXXX XXXX and my rights as a borrower. I applied for a temporary hardship forbearance on XX/XX/XXXX when it became apparent that processing delays at MOHELA could extend into XXXX and thus result in incorrect bills for me upon resumption of federal student loan payments. I did so in order to keep my account current and give MOHELA additional time to process the application to the XXXX XXXX XXXX. MOHELA processed the request for temporary hardship forbearance, denying it, but will not finish processing my application to the XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98122
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: Greetings -- Many months ago, in preparation for the resumption of federal student loan payments, I began to gather information in order to certify my employment as I am eligible for the Public Service Loan Forgiveness ( PSLF ) program. I have been employed by XXXX since XX/XX/XXXX. Despite this fact, approximately 14 payments, beginning with XX/XX/XXXX, are listed as " ineligible '' for PSLF due to lack of employment certification. All subsequent payments after the pause are also now deemed " ineligible. '' I have requested and supplied this information from XXXX twice and provided it to MOHELA twice. I waited for the payments to be updated, and after months of nothing happening, I sent in a query. This received no response. I then sent a second communication, this time as a " complaint, '' and received feedback that acknowledged an error on their part and that I should hear back from them in five days. This was on XX/XX/XXXX. To reiterate, I have been employed by XXXX since XX/XX/XXXX. I have worked at XXXX without interruption since that time. I am being robbed of qualifying payments because MOHELA can not get its act together. My sympathy for their problems has run out. Please make them aware of their responsibility to borrowers like me. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90019
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: Problem with customer service
Consumer Complaint: My loans were recently consolidated as XXXXXXXX XXXX and placed under the XXXX repayment plan. Even though everything had already processed and was set up to auto pay on XX/XX/23, MOHELA came along after the fact and placed my account on administrative forbearance, making interest begin to accrue at the higher rate than I had been receiving due to auto pay sign up ( plus, with my XXXX plan, with regular payments I shouldn't be paying interest at all ). I called and spoke to a representative, who assured me the forbearance would be removed. I have since received ANOTHER notice that MOHELA placed my account on ANOTHER administrative forbearance, extending it even further. I sent a message on XX/XX/23 via their online system ( they were closed for veterans day ). I also called on XX/XX/23. The representative assured me that the forbearance would be removed and I would not be responsible for the interest. She assured me I would receive a letter stating that information. To date, I have not received anything and my account remains in forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63146
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: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: After reviewing a copy of my personal credit report, I have come across a few inconsistencies. I am the person making this complaint & I give CFPB authority to investigate this claim. And I do not consent to an electronic communications. I request all responses be in writing through the XXXX. I understand that mistakes may happen, but these types of mistakes are severely damaging to my chances of owning a home. I have researched the dispute process and I am aware that you must complete your investigation within a thirty-day time frame. Below are the errors I have identified : MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history MOHELA/DOFED XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a first-year XXXX XXXX, and I have approximately {$370000.00} in medical school loans that will be in repayment starting XX/XX/XXXX. On XX/XX/XXXX I called Mohela customer service and initially spoke with a representative who was in training. I was inquiring why my IDR plan request placed in XXXX of XXXX through Federal Student Aid had not been processed by Mohela as of XX/XX/XXXX. I was also inquiring why I had been placed into a " Level '' repayment plan, which meant I had a roughly {$2000.00} payment due on XX/XX/XXXX. The representative was unsure why my request had not been processed yet and told me it might be " lost. '' I asked if there was any more information and he told me there was not. He suggested that I enter forbearance so that I could avoid paying the amount due in XXXX. I explained that my expected monthly payment on the SAVE plan would be $ XXXXmonth, as my monthly repayment is calculated on my income as a medical student, which was near {$0.00}. Therefore, I did not want to enter forbearance. I wanted my application processed on time. The representative told me that there was nothing he could do, and even if I was transferred to a supervisor, there was nothing more Mohela could do to help me. I disagreed and asked to speak to his supervisor. Ultimately, I was transferred specialist who did send a request to the processing team to address my IDR application. I also resubmitted my IDR request on Mohela 's website. I was not provided with any information how Mohela had " lost '' my request. Nor was there any acknowledgement that by them " losing '' my request, it could ultimately cost me thousands of dollars. The suggestion by the representative for me to enter forbearance is not a solution to Mohela being delinquent in processing my IDR request. In fact, this would cost me thousands of dollars of interest that I would NOT be paying if Mohela had processed my IDR request in a timely fashion. I would also lose out on PSLF payments ( that I qualify for as a physician ) if I entered forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60654
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Mohela still has not addressed the problem that there should not have been a separate forgiveness process for subsidized and unsubsidized loans. Both loans originated the exact same date, with the exact same loans. Mohela responded that they received the okay from FSA for one of the loans to be forgiven but not the other. Here is the text of the response : Our records indicate that as of this writing, MOHELA has not yet received confirmation from FSA that the subsidized portion of your loan may be forgiven through PSLF. Please note that the evaluation for PSLF forgiveness eligibility is completed on a sequence-by-sequence basis, and one portion of a Direct Consolidation Loan may receive this determination before another. As of XXXX XXXX XXXXXXXX MOHELA escalated your concern to FSA for a review and determination of the remaining portion of your loans eligibility for forgiveness. MOHELA is unable to expedite or determine the timeframe necessary for this evaluation, but anticipates that this FSA review will take approximately 90 days. Upon receiving confirmation from FSA of any additional PSLF eligibility, we will update your account accordingly to reflect the provided. If this is the case, then a complaint also needs to be made against the Federal Student Aid portion of the US government, and Mohela needs to be able to also hold the federal government accountable for not empowering Mohela to do its job in a timely and correct manner. There is no reason for there to be separate timelines on forgiveness when the consolidation for all loans occurred at the same time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I dont believe my payments and interest are being calculated correctly. For example. My interest charged between all loans is approximately XXXX per month. This past month, the interest charged seems to be around {$400.00}. On top of that, my interest went from an accrual of {$560.00} to over {$600.00} in the past few days WHILE my account is in FORBEARANCE, and the additional {$30.00} seems to be randomly charged. My balance and interest seem to inconsistent with any amortization schedule, leading me to feel like theres a lack of transparency with how my payments are being allocated. Id also like to know why I wasnt notified of my account being placed in forbearance. Please review my account to check for payment and interest inaccuracies. Thank you, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had XXXX student loans for XXXX XXXX at XXXX XXXX XXXX. The first was original principal of {$20000.00} with disbursement date of XX/XX/XXXX and repayment date of XX/XX/XXXX the owner of loan being the Dept of Education. The second loan was {$20000.00}, disbursement date of XX/XX/XXXX and repayment of XX/XX/XXXX, the owner of loan also being the Dept of Education. The loans were put on hold due to Covid and not started up again until XX/XX/XXXX. We made XXXX payments to the Department of Education, XXXX payments on XX/XX/XXXX for {$6300.00}, {$5200.00} and {$4500.00} and XXXX payment on XX/XX/XXXX for {$4500.00}, totaling {$20000.00} ( XXXX bank statements attached below ). However, Mohela did not apply these payments to our principal. The principal was only decreased to {$12000.00}, approximately only {$8000.00} in payments. Mohela is unable to locate XXXX of the payments since they were not the loan servicer or provider when the loan were originated. We contacted Mohela in XXXX and they were looking into finding other payments, the loans are forbearance. We spoke with them today with no further clarification on missing payments and we are still being charged interest on a false current principal balance. Our intention is to payoff the actual {$200000.00} balance but Mohela needs to find our missing apron {$12000.00} payment and remove any accrued interest on paid off loans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My loans XXXX, XXXX, XXXX, XXXX, XXXX, XXXX are on SAVE and the monthly payment is {$30.00} but my loans XXXX, XXXX, XXXX, XXXX, XXXX are on LEVEL and the monthly payment is {$1700.00}. The first time I applied for XXXX was XX/XX/2023 and they only put half my loans on SAVE and never told me why they didn't put all my loans SAVE. They wouldn't use my original first application so I had to apply a second time on XX/XX/2023 with all the exact same information as was on the original first application. They still won't process the applications and put all my loans on SAVE. Now they are telling me that I have to pay the {$1700.00} or let my loans accumulate interest on forbearance. They say that they can take as many months as they wish to process SAVE applications and XXXX me out of interest forgiveness for as long as they want. They say they won't back date the start date for SAVE and my loans don't qualify while on LEVEL or forbearance for the government interest forgiveness that I should get on SAVE. So I'm stuck with them being able to steal {$1700.00} from me each month until they finally process the application. They get to XXXX me out of the interest forgiveness that I should be getting on the SAVE program until they finally process the applications and they can take as much time as they want to do it. The CEO gets to maximize profit by hiring less people and the government is just letting them extort me like this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I submitted an application for the XXXX last year and was initially approved at a reasonable amount, however when I logged in in XXXX in anticipation of repayment starting back up, I saw that MOHELA was now charging me around {$3000.00}. I called them, and they told me they would fix it on their end. It took XXXX months, and they finally made an adjustment, and are now showing I owe {$4000.00}. My spouse and I had an adjusted gross income of {$550000.00}. I have a family size of XXXX, and my spouse has {$310000.00} in federal student loan debt. Based on this information, my payments under XXXX are estimated to be {$1000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A