Date Received: 2023-11-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: on XXXX i paid the balance of my loan which was {$10000.00}. I have an email from Mohela that they received my money. see below XXXX, Your payment amount of {$10000.00} has been posted to your account with the effective date of XX/XX/2023. View additional payment details by logging into your online account. Questions regarding your account? Give us a call at XXXX, so we may better assist you. this money has not posted. i have letters from Mohela that i have satisfied the payback of my loans and they are closed. I even received a {$99.00} refund check from Mohela because i over paid! i have made 4 calls ( with the average hold time to get someone on the phone being 45min to 1hr 8 min. each call lasts an additional 45 min to an hour. i have over 6 message in their system begging someone to post the money to my account. each time the person is very nice, see 's the payment in the system yet i am told " i have to escalate this. you'll hear back ''. i NEVER hear back yet i get emails that the balance is outstanding. per the rep at Mohela the asked that i verify with my bank, 3 times that the money was not returned. Mohela has it and I need to reach someone who will post this money almost 3 months after i paid it!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60008
Submitted Via: Web
Date Sent: 2023-11-13
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 forgiveness, cancellation, or discharge
Consumer Complaint: I have loans that have been consolidated with Mohela that are 20 to 25 years old. that I took out in XXXX and I was supposed to be a part of the program that forgives loans 20 to 25 years. I have colleagues who have all been forgiven who started with me and when I called they do not have me slated for forgiveness. How can this be addressed?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89031
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: On XX/XX/XXXX, I spoke to a MOHELA representative because my payment amount on the SAVE plan seemed unusually high. The customer service representative had me re-complete the application and gave me an estimated payment amount of roughly {$210.00}. This estimate lined up with their payment calculator as well as my own math based on the SAVE plan. On XX/XX/XXXX, I called again because I had been sent a statement saying that my monthly payment would be {$580.00}, more than double the amount stated last time. I was told to disregard this statement. On XX/XX/XXXX, MOHELA reached out to say that my SAVE application was rejected. On XX/XX/XXXX, I spoke with a customer service representative who gave another estimate of roughly {$230.00}. I had the representative add a note that my account had been miscalculated multiple times. On XX/XX/XXXX, I received another notice that the SAVE plan application has been rejected. According to my math, MOHELA is neglecting to take my spouses federal student debt into account despite that being a part of all IDR plans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am on the SAVE repayment plan and when my loans got transitioned from XXXX XXXX to Mohela, my monthly payment of {$0.00} was not honored by Mohela even though it's based on my income. I have contacted them several time with messages and calls but there is no response or corrections to the amount owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60053
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: In early XX/XX/XXXX I submitted updated XXXX income verification to have my payment counts adjusted. I was trying to have it processed faster and uploaded the completed forms I downloaded from XXXX and they were also transmitted from student aid.gov to Mohela. Mohela has failed to process the forms correctly after XXXX different phone calls throughout XXXX. Each time they have continued making errors on my account and now there are even more steps I have to explain that need to be correct. My income from XX/XX/XXXX through XX/XX/XXXX has continuously showed my employment is not certified after they processed that document, they keep saying they will review but never correct it. Now they have updated my current employment to reflect that it is the same as my previous employment and I asked them to correct that and they will not. They do not call when they have questions about processing but insist I wait for them to send a new notice. I dont know how else to fix this and Mohela doesnt seem willing either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela put my account in administrative forbearance. I was not told why. I called multiple times and received conflicting information. I am enrolled in the pslf program. I was told that mohela would place my account back in repayment before my due date. I called on my due date and my account was still in forbearance. I was told by the rep that if i wanted the month of XXXX to count towards pslf that i needed to make a payment that day. I made a full payment that day. Now my account says it's in repayment with a {$0.00} amount due in XXXX. I made a {$630.00} payment in XXXX which was used to pay the interest only. The payment i made also did not count towards my pslf count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48917
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Prior to interest restarting and payments being due, I applied to switch my current XXXX plan from the XXXX to SAVE in order to benefit from its policy regarding interest. This application was submitted/received on XX/XX/2023. Shortly after, I saw that this document/application was canceled on my MOHELA account. I called MOHELA and the representative was unsure why my application was cancelled. Trying to rectify this, the representative verbally reapplied me for the XXXX plan, stating that this was an almost guaranteed route for faster processing and assured that since there is no income cap for the XXXX plan, denial is unlikely for anyone. I even confirmed that while my monthly payment would be slightly higher on the XXXX plan vs my current ( at the time ) XXXX I still wished to switch onto the XXXX for its benefit in reducing interest. Representative agreed and proceeded with submitting my over-the-phone, verbal application. This was submitted/received that night on XX/XX/2023. Although not necessary, I submitted a XXXX to re-certify my work of employment to ensure that everything was correct. This was submitted/received on XX/XX/2023. Another error was again made while in the process of processing my requests/applications as only a few of my loans were placed on administrative forbearance, while others remained in repayment. Additionally, and more concerning to me, I was then placed on the LEVEL plan. This is the standard plan, which I did NOT apply nor agreed to. On this plan, I would not receive credit for payments toward XXXX as it is NOT an XXXX plan. A few legal colleagues actually considered this fraud placing me on a plan that I did not apply for and therefore, increasing my monthly payments easily more than XXXX. I contacted MOHELA as soon as I saw this and the representative, XXXX, was floored when he saw how many errors were made on my account. He wanted to rectify this right away and submitted yet another XXXX XXXX to get me back onto an XXXX plan, more specifically, SAVE, the plan that I originally applied for. In doing so, he also made sure that all of my loans were placed on administrative forbearance during this process and they were. This third IDR plan application for XXXX was submitted/received on XX/XX/2023. Now, still waiting for all of this to be processed, I see that all of my loans have re-entered repayment today, XX/XX/2023, and are ALL still on the LEVEL standard plan. My next bill is {$680.00}, due on XX/XX/2023. I had even submitted a payment on XX/XX/2023 for {$540.00} just to manage my compound interest ( even though at that time, my loans were still correctly on administrative forbearance ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: MOHELA/DEPT OF ED has 6 accounts currently listed on my consumer report which is a direct violation of the FDCPA. I am refusing to pay this alleged debt and demand that this company cease and desist with any further negative reporting on my consumer report or they will be sued in federal court for trying to collect on a debt that I do not owe them. I have never contracted with this company and demand that they provide proof that I signed a contract with them and agreed to pay them any money for the alleged debt. Any further attempt to collect is a federal crime under 18 USC 894 as this company is attempting to collect on an extension credit. Since they will not be able to prove that I owe them any money, I demand these accounts be immediately removed from my consumer report as this information is harming my credit reputationMOHELA/DEPT OF ED The account is as follows : Acct XXXX 6 times
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90043
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was approved for the REPAYE plan for all of my student loans in XX/XX/2023. According to messaging from Mohela, my loans would automatically be re-calculated for the new SAVE plan. I ( along with many others ) was placed into Administrative Forbearance due to processing delays. During this time, my loans continued to accrue interest. I then received notification that I had a payment due in XXXX and was no longer in Forbearance. Only 7 of 17 federal loans were actually in the SAVE plan - and for no explained reason the rest of my loans were on the standard repayment plan. I had to call Mohela and request that they correctly calculate my payment and put all of my loans ( all of which were on the REPAYE plan ) on the SAVE plan. They told me that this processing would take 6-8 weeks, and I was placed back into Administrative Forbearance, and that this time would not be counted towards PSLF. To summarize, I am submitting this complaint because I am accruing thousands of dollars of interest because of Mohela 's incompetence and long processing times. If my loans were properly placed in the SAVE plan as they should have been, I would have an accurate monthly payment and would not be accumulating additional interest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Account placed on administrative forbearance with no explanation from Mohela. ( XX/XX/ ) Need this resolved asap
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98503
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A