Date Received: 2023-11-11
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Credit for payments made under income driven repayment status not included with payments made under public service loan forgiveness I'm currently under. I've been pushed all the way back to the beginning regardless of paying student loans over half my life, I'm now XXXX years old.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am employed by a 501 ( c ) ( 3 ). Currently 108 periods of payment have been qualified for PSLF, and a further 11 show as eligible with employment certification. XXXX would have made my 120th eligible payment period, but MOHELA 's processing delays have potentially prevented that. Moreover, MOHELA changed my repayment plan from PAYE to Level without my permission, dramatically increasing the monthly payment amount listed on my account from {$280.00} to {$2500.00}, though no payment has been due yet, and potentially impacting my ability to get back onto PAYE, SAVE, or another IDR plan. On XX/XX/XXXX, I submitted a request to change plans from PAYE to SAVE through studentaid.gov. I allowed studentaid.gov to access my tax history electronically to verify my income for the application. MOHELA received my application on XX/XX/XXXX. On XX/XX/XXXX, I received an electronic message on my MOHELA account with a letter post-dated to XX/XX/XXXX saying that 4 of my 5 loan sequences ( 3,4,7, and 8 ) were being put into a processing forbearance. The 5th sequence ( 2 ) still showed a payment due under the PAYE plan. On XX/XX/XXXX, I sent a secure message to MOHELA asking : 1 ) Why loan sequence 2 was not placed into a processing forbearance and whether it was still being considered for my SAVE application, 2 ) the status of my SAVE application and whether any further information was required, and 3 ) whether pay periods that pass while in processing forbearance would count towards PSLF forgiveness. I have received no response to this message. On XX/XX/XXXX, a payment under the PAYE plan amount was made for loan sequence 2 ( not in forbearance ) via auto-debit. No other loan sequences had a payment made as they were in processing forbearance. This payment was my 120th PSLF-eligible payment for loan sequence 2, and XXXX would have been the 120th eligible payment for every other sequence. On XX/XX/XXXX, I received an electronic message on my MOHELA account with a letter post-dated to XX/XX/XXXX saying that loan sequence 2 was being placed into a processing forbearance. There was no reply to my XX/XX/XXXX message or any explanation offered as to why loan sequence 2 was originally excluded. On XX/XX/XXXX, I received an electronic message on my MOHELA account with a letter post-dated to XX/XX/XXXX putting all of my loan sequences onto the Level repayment plan. I STILL have not had any communication about the status of my SAVE application. On XX/XX/XXXX, I sent a secure message to MOHELA requesting information about why my account was placed on Level and about the status of my SAVE application. My SAVE application is still listed as " processing '' in the documents received portion of my account, and " in review '' on the studentaid.gov website. I have not yet received any reply from MOHELA. I have been unable to call MOHELA. Often my work as a teacher makes it impossible to call during MOHELA 's phone hours. I need MOHELA to reply to my secure messages and explain why they have potentially delayed my PSLF by months or more by preventing me from making a payment while my loans are in processing forbearance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2023-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX and MOHELA are in violation of The Fair Credit Reporting Act ( FCRA ) my credit report has account that have been reappeared after being previously removed, making me a victim of an improper reinsertion of credit data. I understand that The Fair Credit Reporting Act ( FCRA ) prohibits credit reporting agencies from reinserting account information that was previously disputed and removed from a consumer 's credit report. The credit bureaus can not reinsert this information unless they receive a certification from the data furnisher ( MOHELA ) that the information is correct and then provides notice to the consumer that the information will be reinserted. This never happens.. I understand that : If the credit bureau reinserts without that certification or if the data furnisher lies in that certification, that it will a fraud MOHELA has continued to very to XXXX and XXXX that the account has a {$100000.00} balance even though Recent payment was {$100000.00} as of XXXX And MOHELA record shows {$0.00}. balance. Report NumberXXXX Date Generated XX/XX/XXXX Before After MOHELA/DEPT OF ED ________________________________________ Your information may have changed since XX/XX/XXXX View your current credit report Account info Account name MOHELA/DEPT OF ED Account numberXXXX Account type Education Responsibility Individual Date openedXXXX Status Paid, Closed/Never late. Status updated XX/XX/XXXX Balance updated- Recent payment {$100000.00} as of XX/XX/XXXX Monthly payment- Original balance {$100000.00} Highest balance Current / Terms met XXXX Closed Reappeared as : MOHELA/DEPT OF ED Balance details 0 % paid off Balance {$100000.00} Balance updated XX/XX/XXXX Original balance {$100000.00} Account info Account number XXXX Open/closed Open Date opened XXXX XXXX XXXX Account type Education
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20782
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: The loan servicer for my student loans is Mohela. I was previously on the income driven repayment plan of REPAYE on XXXX but submitted my application to the SAVE plan on XXXX where I would pay {$460.00}. Instead, Mohela entered me into LEVEL standard repayment plan {$1900.00}. The explanation that I received for this was that there was an error on my IDR application but they could not tell me what that error was. They said the best course of action was to reapply so I did on XXXX I was told to reach out in 4 weeks if I didn't hear back. On XXXX ( 5 weeks later ) I called back and the resolution center said my application errored out again and that they would submit a " note '' to get it processed within 10 days. I called back 10 days later on XX/XX/XXXXXXXX and I was told that the application is still processing and to reach out again on XXXX My administrative forbearance is set to end on XXXX I do not believe my application will be processed by then and will continue to have the same problem. I am currently on the Public Loan Forgiveness and worry that these months will not count towards that and will set me further from forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91737
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I attended college from XXXX and XXXX school from XXXX. During that time I had XXXX and XXXXXXXX XXXX. Im consolidated them with XXXX XXXX sometime between XXXX They were bought out by XXXX. From XXXX, I worked for several non profits. Unfortunately I didnt understand the PSLF process until it started getting a lot of press during President Bidens term. In XXXX XXXX I applied and was approved after the required consolidation into an IDR plan manage by MOHELA. The rest of my loan, around {$3600.00} was forgiven. I made years of payments to XXXX over the required 120 PSLF. And I made some payments during the pandemic which I wasnt required to. MOHELA told me I would get a reimbursement check from the federal government but I havent. XXXX says they have no responsibility. FSA says Im not eligible for reimbursement because i consolidated too late in the process of making 120 payments. But part of the PSLF waiver program that ended in XX/XX/, was that you wouldnt be penalized for consolidating late, you would be eligible for PSLF even though you didnt have the right type of loan when you made your 120 payments, youd have your balance forgiven if it was under a certain threshold, and youd get reimbursed your overpayments! So Im writing to you to request assistance in obtaining my reimbursement which is approximately 4-5 years worth of payments. Thank you in advance for your assistance. I need to know what agency is supposed to reimburse me and assistance in advocating that I receive it. Sincerely, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2021, due to my Public Service Loan Forgiveness application, XXXX, my loan servicer at the time, transferred my loans to PHEAA. Because the account has transferred to another Education Department ( ED ) servicer, a suppression order was added to the account, at the direction of ED. XXXX has not actively furnished any data to credit-reporting companies since XX/XX/2021 due to this order, which means my loan accounts are listed as active, with a XXXX XXXXXXXX balance even though I've paid them all off in full. I am requesting that ED remove the suppression ASAP so that XXXXPHEAA can furnish data to credit-reporting companies reflecting that my account has a {$0.00} balance and was transferred to another entity ( and therefore closed ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/23 Insubmitted a request via Mohela site to get a refund of my payments made during the COVID pause. XX/XX/23 Mohela confirmed the refund request would be processed and could take 60 days for me to receive my money. Its been well past that, even if XXXX business days. The payment balance was adjusted to my overall balance by XXXX, so Ive been paying interest on money ( since XXXX ) on money I have yet to receive back. This is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested a refund of student loan payments made during the XXXX forbearance on XX/XX/2023 through Mohela, which I assumed was processed since the amount I paid was added back to my student loan balance. When I requested from Mohela the status, they tell me to contact the US Treasury. There is no one to contact. I contacted XXXX, they say to call Mohela. I even filed a complaint with XXXX and have gotten no response. No one can tell me where my refund is, although it has been added back to my loan and I'm paying interest on it. It has been over XXXX days. The amount was approximately {$6400.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75048
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I can not reach Mohela my loan servicer. I had submitted a request for SAVE for repayment. At the time of completing application in XXXX, it said while SAVE/IDR processing, no payment would be owed. I also was previously set up with auto debit when I was first set up with Mohela and since people were having so much trouble with Mohela, I resigned up at the end of XXXX as I didn't want any gaps if payments were to start. I received a letter from Mohela about a week prior to XXXX payment restart and did not have enough time to prepare for payment as I thought there was a temporary forbearance till my SAVE application was completed ( still says processing even though I completed this in XXXX, Auto debit just cleared on XX/XX/XXXX even though completed XX/XX/XXXX and it said it would take up to a month to complete. My bill does not mention any IDR/Save repayment and I do not even know if my billing is correct. Now Mohela is saying my payments are past due ( I have never had a late payment with my student loans nor been delinquent in any form ). I have tried multiple times to call Mohela and can not get to a representative and everytime I try to send a secure message, it pushes you different directions in which I can never get to send a true message to Mohela. I feel Mohela has failed students. I have never had any problems with any of my previous loan servicers, communication with a loan servicer, or payments until having to deal with Mohela. I do not think I should be penalized for a late payment/missed payment as I followed the steps prior to payment resumption. I also never received a disclosure statement from Mohela and it is also not on the website. I filed a complaint with studentaid.gov with a case pending. XX/XX/XXXX Mohela put a notice on my acct stating " We are in the process of updating your account. For some or all of your loans, you will not be due for payment until after XX/XX/XXXX, and your interest rate will be adjusted to 0 % through an anticipated end date of XX/XX/XXXX. The months from XXXX through XX/XX/XXXX will count toward income-driven repayment forgiveness and Public Service Loan Forgiveness , assuming all other requirements are met. Please allow up to 30 days for the updates to be completed. We appreciate your patience and will notify you after your account has been updated. '' Even with this announcement, it is still saying I have a past due amt of {$530.00} and will be reported to credit companies. They sent me a notification stating XXXX payment will be debited on XX/XX/XXXX for {$530.00}. They have not completed my SAVE/IDR request, I do not know if the payments are reflective of SAVE/IDR and never received disclosure statement. I absolutely am appalled that my credit is beginning to be dragged down by the incompetence of mohela that I was forced to change to for PSLF. This needs to be acknowledged and I should be in a forbearance while they are hopefully working on my acct. I went ahead and paid {$530.00} in hopes that I haven't been report to credit agencies yet. I also filed complaint with the Federal Trade Commission and studentaid.gov. The main kicker I am going back to school in XXXX and now I don't even know how that will also affect the current concerns with Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 443XX
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have attempted calling last Tuesday XX/XX/XXXX and was placed on hold for four hours which at that time had to hang up to go to work. The previous Tuesday before that I was on hold for four hours which at that point was 4 hours and required to hang up. I am trying to clarify what my monthly payments are because I have had three different documents on varying days tell me three different amounts. The most expensive amount is the one associated with the auto debit payments which I find awfully convenient.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60565
Submitted Via: Web
Date Sent: 2023-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A